Pay your bill, open a new account, and learn how to make changes to your natural gas or water account.

Login to e-billing/online payments

On this page:

1. How to pay my bill
2. Pre-authorized payment plan
3. Login or register to e-Billing/online payments
4. I'm moving/make account changes
5. Open a new account
6. Close my account
7. Payment assistance programs/Covid-19
8. Policies and practices

How to pay my bill

You can pay your bill using one of the following options:

Pre-authorized payment plan

You can have your payments automatically withdrawn from your bank account. Learn more about pre-authorized payments.

Online banking

Online banking is available through most financial institutions.

You will be required to add a new payee. You can do this by:

  • selecting Kitchener Utilities, or Kitchener Water and Gas from the list of payees (or a similar name variation according to your financial institution)
  • entering your 9-digit account number

For making utility payments not related to your monthly bill, such as one-time gas service and meter connections:

1. Set up City of Kitchener – Finance (or a similar name variation according to your financial institution) as the payee through your online banking.

2. You will need your customer number. This can be found in the top right corner of your invoice.

If you have any questions regarding billing, contact the City of Kitchener Revenue Division by phone at 519-741-2450, or by email.

Contact your financial institution for more information.

Telephone banking

Telephone banking is available through most financial institutions.

You will be required to add a new payee. You can do this by:

  • selecting Kitchener Utilities, or Kitchener Water and Gas from the list of payees (or a similar name variation according to your financial institution)
  • entering your 9-digit account number

Contact your financial institution for more information.

Online Billing

Electronic billing is available. Create an online account to view all your utility bills and property tax billing in one spot.

Register or login to e-billing
By mail

Make your cheque payable to City of Kitchener and address and send your envelope to:

City of Kitchener Finance and Corporate Services Department

P.O. Box 1113, Station C

Kitchener ON

N2G 4R6

By appointment only

To book your in-person appointment at City Hall, contact us by phone at 519-741-2450. You can pay with cash, cheque, or debit at your appointment.

For more information on billing, contact us during normal business hours by phone at 519-741-2450, or by email.

Pre-authorized payment plan

With a pre-authorized payment plan, you can have your payments automatically withdrawn from your bank account. There is no charge for this service from Kitchener Utilities, but service charges from your financial institution may apply. You will receive a bill each month showing how much you owe, and an automatic withdrawal from your account is made on the date indicated on your bill.

How to qualify
  • you must be a utility customer (property owner or tenant) in the City of Kitchener
  • your utility account must be in good standing
  • you have chequing services at your financial institution
How to apply

Complete the pre-authorized utility payment plan application form

Making changes to account information

If you have a pre-authorized payment plan in place, any changes made to your account must be submitted to the Revenue Division in writing at least two weeks prior to the next payment date. To make changes, complete the Pre-authorized banking information change form.

Login/register to e-billing/online payments

Login to online payments/e-billing

I'm moving/make account changes

Make account changes

Open a new account

Open a new account

Close my account

Property owners:

1. Before you apply, have the following information ready:

  • account number
  • legal closing date
  • lawyer's name
  • lawyer's phone number
  • forwarding address if applicable

 2. Complete the close your account request form

Tenants:

1. Before you contact us, have the following information ready:

  • account number
  • final date you are responsible for making bill payments for the property
  • forwarding address if applicable

2. Contact customer service by phone at 519-741-2450.

Payment assistance programs/Covid-19

Property owners
COVID-19 Energy Assistance Program (CEAP)

The Government of Ontario is providing financial support to eligible residential customers with energy bill struggles as a result of COVID-19. A one time, on-bill credit is available to eligible electricity and natural gas customers

This program is delivered directly by electricity and natural gas distributors, and unit sub-meter providers, further to the program criteria laid out by the Ontario Energy Board (OEB). 

COVID-19 Energy Assistance Program has limited funding. Submitting an application does not guarantee a credit. 

 On-bill credit for property owners

Eligible residential Kitchener Utilities natural gas customers may qualify for a one time, on-bill credit for half the natural gas charges that are overdue on the date of their application, and up to a maximum of $80.
 Eligibility

Residential natural gas customers must meet all the criteria outlined below:

  • the customer is currently a natural gas customer with Kitchener Utilities. The applicant must be an account holder to apply for funding.

Customers may qualify if before March 17, 2020 they:

  • did not have any overdue amounts on their natural gas bill on March 17 2020, the date of Provincial Declaration Emergency, or
  • made at least partial payments on amounts overdue prior to March 17, 2020
  • the customer (after March 17, 2020) failed to make complete payment for natural gas charges (as applicable) on at least two bills issued since March 17, 2020, and has an overdue balance on the date of application for CEAP
  • if the customer made partial payments on their bills (including payments made under an arrears payment agreement for amounts owning after March 17, 2020), they may still qualify for CEAP
  • the customer or the customer's spouse or common-law partner received the Canada Emergency Benefit (CERB) or Employment Insurance (EI) at any point after March 17, 2020. The customer is required to confirm this on their application form
  • the natural gas customer has not received Low Income Energy Assistance Program (LEAP) for their natural gas bills in 2020.
 How to apply
 

1. If you meet all the eligibility criteria, complete the COVID-19 Energy Assistance Program application form

2. If approved, applications will be processed within 10 business days as an on-bill credit after the date the application is received.

3. Applications can be submitted by email or by mail addressed and sent to:

 

The Corporation of the City of Kitchener
Financial Services - Revenue Division
PO Box 1113 STN C
Kitchener, ON N2G 4R6

 

For more information on this program, eligibility requirements, or the application process, contact us by phone at 519-741-2450.

For further information on the program visit Ontario Energy Board

To apply for the electricity on-bill credit visit Kitchener Wilmot Hydro
Businesses 
COVID-19 Energy Assistance Program for small businesses and registered charities

The Government of Ontario is providing eight million dollars to support small businesses and registered charity customers struggling to pay their energy bills as a result of COVID-19. A one time, on-bill credit is available for eligible small business and registered charity customers.

This program is delivered directly by electricity and natural gas utilities, and unit sub-meter providers, further to the program criteria laid out by the Ontario Energy Board (OEB). 

The COVID-19 Energy Assistance Program for small businesses and registered charities has limited funding. Submitting an application does not guarantee a credit. 

 On-bill credit for business and charities

Eligible small businesses and registered charities may qualify for up to $425 in support towards their natural gas bill. 

A small business or registered charity can receive only one CEAP-SB credit towards their electricity bill and one CEAP-SB credit towards their natural gas bill, even if they have multiple locations throughout Ontario.
 Eligibility

Business and registered charity natural gas customers must meet all the criteria outlined below:

  • the customer has an active natural gas account with Kitchener Utilities
  • the customer's account falls within the following class:
    • for natural gas customers, a non-residential rate class that uses less than 50,000 cubic meters of gas annually. You can find information about your usage by checking your annual natural gas usage, or by contacting us.
  • the customer has a registered business number or charitable registration number for the small business or registered charity operating out of the location 

Customers may qualify if before March 17, 2020 they:

  • did not have any overdue amounts on their natural gas bill on March 17, 2020, the date of the Provincial Declaration of Emergency, or
  • made at least partial payments on amounts overdue prior to March 17, 2020
  • the customer (after March 17,2020) failed to make complete payment for natural gas charges (as applicable) on at least two bills issued since March 17, 2020, and has an overdue balance on the date of their CEAP-SB
  • if the customer made partial payments on their bills (including payments made under an arrears payment agreement for amounts owing after March 17, 2020), they may still qualify for CEAP-SB
  • the customer's small business or registered charity location was required to close* to the public for regular operations for at least 15 days as a result of government order or inability to comply with public health recommendations

*Close means that the small business or registered charity was unable to maintain regular operations as a result of government order or health recommendations that required them to either fully close operations, limit access to their location, or limit the services provided available to the public. 

 
 How to apply
1. If you meet all the eligibility criteria, complete the COVID-19 Energy Assistance Program for Small Business (CEAP-SB) Application Form (Natural Gas)

2. If approved, applications will be processed within 10 business days as an on-bill credit after the date the application is received.

3. Applications can be submitted by email or by mail addressed and sent to:

The Corporation of the City of Kitchener
Financial Services - Revenue Division
PO Box 1113 STN C
Kitchener, ON N2G 4R6

 

For more information on this program, eligibility requirements, or the application process, contact us by phone at 519-741-2450.

For further information on the program visit Ontario Energy Board

To apply for the electricity on-bill credit visit Kitchener Wilmot Hydro

Policies and practices

We ensure that we provide the best service and practices to our customers. Learn more about Kitchener Utilities policies, procedures and customer service standards.

Contact Us