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You can have your payments automatically withdrawn from your bank account.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.

Credit card

You can pay your bill by credit card or debit card online or by phone through Paymentus, a third-party bill payment service:

We accept Visa and Mastercard. Paymentus charges a convenience fee for each transaction of 1.75% of your total payment.

Please allow at least four business days for processing.

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

You can mail your payment to:

City of Kitchener
Financial Services - Revenue Division
PO Box 1113
Kitchener, ON N2G 4R6

Make sure to:

  • send cheques only (no cash)
  • make your cheque payable to the City of Kitchener
  • include the stub of your utility bill with your payment
  • do not fold, staple, or stamp on the stub or cheque
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

Low-income Energy Assistance Program (LEAP)

The Low-income Energy Assistance Program (LEAP) is a program regulated by the Ontario Energy Board that helps assist qualified low-income energy consumers to manage their bill payments and energy costs.

How to apply

Kitchener Utilities provides funding to the LEAP program and this is administered by the Region of Waterloo. The Region of Waterloo supports this program by assisting individuals through the application process and by allocating funding to those that qualify.

The LEAP program is limited to qualified low-income households. This applies to emergency situations and is not meant for ongoing help to pay bills.

To apply, find out more information and if you qualify for LEAP, contact the Region of Waterloo by phone at 519-883-2100.

COVID-19 Energy Assistance Program (CEAP)
Property owners

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 natural gas charges that are overdue on the date of their application for CEAP, and up to a maximum of $750.
 Eligibility

Residential natural gas customers must meet all the criteria outlined below to qualify for CEAP. The eligibility criteria was updated on January 14, 2021 so that more customers may qualify for CEAP. The customer must meet the following criteria:

  • the customer is currently a natural gas customer with Kitchener Utilities. The applicant must be an account holder to apply for funding.
  • the customer has overdue amounts owing on one or more natural gas bill(s) since March 17, 2020. 

* Customers who previously applied but were denied will have their original applications reviewed by Kitchener Utilities and will be contacted directly if they meet the new eligibility criteria.

* Customers who previously applied and received an on-bill credit will be notified by Kitchener Utilities that the funding limits have increased, and that they can file a new application for additional credits under new funding limits, to be applied against any current overdue amounts. No customer can receive to CEAP funding that exceeds the new funding limit of $750.
 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
COVID-19 Energy Assistance Program for small businesses and registered charities
Businesses 

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 a maximum $1,500 one-time credit towards their natural gas bill, for natural gas charges that are overdue on the date they submitted the CEAP-SB application. 

CEAP-SB funding is limited and Kitchener Utilities will process the applications in the order they are received.

Submitting an application for CEAP-SB does not guarantee funding.
 Eligibility

Business and registered charity natural gas customers must meet all the criteria outlined below. The eligibility criteria was updated on January 14, 2021 so that more customers may qualify for CEAP-SB.

  • 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 premises.
    • the customer has overdue amounts owing from one or more natural gas bill(s) since March 17, 2020.

* Customers who previously applied but were denied will have their original applications reviewed by Kitchener Utilities and will be contacted directly if they meet the new eligibility criteria.

* Customers who previously applied and received an on-bill credit will be notified by Kitchener Utilities that the funding limits have increased, and that they can file a new application for additional credits under the new funding limits, to be applied against any current overdue amounts.

* No customer can receive total CEAP-SB funding that exceeds the new funding limit of $1,500.
 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