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How to pay your bill

New Water Utility Bill Customer-Account Number

The City of Ottawa introduced a redesigned water utility bill in March 2019. With the new look comes a new 15-digit customer-account number. Be sure to verify that your payee number for City of Ottawa Water matches your new customer-account number. If it does not match, change it with your bank before you pay.

Pre-authorized payment: Pre-authorized payment plans will be updated automatically.

In-person payment: You can pay in person at Client Service Centres and banks. Bring your bill so payment can be applied to your new customer-account number.

Cheque payment: If paying by cheque, include the bill stub with payment or write the customer-account number on the memo line of your cheque.

Payment options

The City of Ottawa offers a variety of payment options for your water utility bill so you can find the method that is most convenient for you.

Pay your water utility bill on My ServiceOttawa.

Log in or register for MyServiceOttawa to:

  • View account summary;
  • View bill history and payment information;
  • Print water utility bills;
  • Register for e-billing;
  • Choose or change the official language that you wish to receive your bill in;
  • Pay your water utility bill online, or set up preauthorized debit;
  • Change your mailing address;
  • Monitor your water consumption;
  • Set alerts to notify you if your property is using more water than usual; and
  • Set-up and manage water meter repair appointments.

To register for this service, you will need a copy of your most recent bill.

Pre-authorized debit (PAD) plan

Our pre-authorized debit (PAD) plan is a convenient way to pay your water utility bill. It offers you the convenience of not writing a cheque, spending time and money mailing payment, not worrying about late payments or charges and not experiencing line-ups at your bank or Client Service Centres. The City of Ottawa will process the amount due on the bill on the due date. Your current bill must be paid in full before you can enroll in the plan.

Update or Cancel Your Pre-Authorized Debit (PAD) Plan

  • Update your banking information or cancel your preauthorized debit (PAD) plan by logging into MyServiceOttawa. Your account information will be updated in 9 days or by the effective date you selected.
  • Banking information can be updated and the plan can be cancelled by completing the Request for Change(s) - Pre-authorized Tax/Water and Sewers Accounts Form, however, 30 days’ notice is required prior to your next withdrawal date.

Points to Remember:

Preauthorized debit (PAD plans) will update to the 15-digit customer-account number automatically.

If you move within the City of Ottawa, your pre-authorized debit (PAD) plan is NOT transferable. You must complete a new application form.

There is a fee for all payments not honoured by your financial institution. Customers on the PAD Plan with more than three dishonoured payments in a 12-month period will be removed from the plan. Any balance will become due on the regular due dates and outstanding balances will be charged interest at a rate of 0.0417% per day after the due date, every 15 days thereafter and before each billing.

Online by Payment Card

Residents can pay water utility bills online with MasterCard, VISA, American Express (AMEX), Interac Online, Mastercard Debit and Visa Debit.

  • You will need the 15-digit customer-account number that is found in the upper right-hand corner of your water utility bill. Refer to your most recent water utility bill for the amount owed, by registering for a My ServiceOttawa account, e-mail or call Revenue Services at 613-580-2444.
  • A service fee is applied by the service provider, Paymentus Corporation.
  • A penalty for late payment will be charged interest at a rate of 0.0417% per day after the due date, every 15 days thereafter and before each billing.

Online Payment Instructions

Option A

Step 1. Click the link below to make a payment using the Paymentus payment system. You will need your 15-digit customer-account number to complete the payment.

https://ipn.paymentus.com/rotp/cowt

OR

Option B

Step 1. Log into My ServiceOttawa and select your account listed under “Water Utility Bill”.

Step 2. Select “Pay bills” from the menu options, this will take you to the Paymentus online payment pages to complete your payment.

Financial institutions - online, by telephone or in person

Most financial institutions offer Internet, telephone or in-person bill payments. To set up a payment, use the 15-digit customer-account number shown on your bill. If this does not work, contact your bank’s help desk. Your financial institution may charge a fee for this service. Please allow at least 3 business days for the City to receive payment from your financial institution.

City of Ottawa Client Service Centre

Payments may be made at all City of Ottawa Client Service Centres (CSC). For locations and hours of operation, visit the Client Service Centres page. Hours of operation vary depending on the location and time of year. Remember to bring your water utility bill with you so that payment will be applied to your new customer-account number.

By mail

If you are mailing your payment, please remember:

  • Include your water utility bill stub
  • Allow sufficient time for the payment to be sent
  • Do not fold, staple, stamp or write on payment stub
  • Make cheques or money orders payable to City of Ottawa
  • Write your customer-account number on the front of cheques or money orders
  • Mail payment to City of Ottawa:
City of Ottawa - Water and Sewer
PO Box 4648 STN A
Toronto ON
M5W 0E8

Frequently Asked Questions

When did my customer-account number change and what do I have to do?

Starting in March 2019, customers received redesigned water utility bills with 15-digit customer-account numbers.

Electronic payment: The City offers several ways to pay your bill electronically. Be sure to verify that your payee number for City of Ottawa Water matches your new customer-account number. If it does not match, change it with your bank before you pay.

Pre-authorized payment: Pre-authorized payment plans will be updated automatically.

In-person payment: You can pay in person at Client Service Centres and banks. Bring your bill so payment can be applied to your new customer-account number.

Cheque payment: If paying by cheque, include the bill stub with payment or write the customer-account number on the memo line of your cheque.

If I have questions regarding my water utility bill, who do I call?

For questions regarding your water utility bill, please visit the Water and Sewer section at Ottawa.ca/Water, login to your My ServiceOttawa account or call the City of Ottawa Revenue Services at 613-580-2444 (TTY: 613-580-2401) Transactions will be recorded for training and quality assurance. Please have your service address and the customer-account number listed on your bill available when calling.

The City of Ottawa hours of operations are: Weekdays, 8 a.m. to 4:30 p.m. (June to August, 8 a.m. to 4 p.m.)

What if I’m experiencing difficulties processing my water utility bill payment?

For technical help with online card payment, please contact the Paymentus Call Centre: 1-866-577-5195 or email Paymentus customer care at mailto:customercarecott@paymentus.com (link sends e-mail)

  • For help with My ServiceOttawa, please submit technical issue using the feedback button on MyServiceOttawa page
  • For help understanding your water utility bill, please contact the Revenue Services

If I have Paymentus system technical service questions regarding making a water utility bill payment online, who do I call?

For Paymentus system support questions such as difficulty with making a payment online, please call Paymentus Customer Support Hotline at 1-866-577-5195. This support hotline is a 24 hour, 7 days a week service available in both English and French.

Or email Paymentus customer care at customercarecott@paymentus.com (link sends e-mail)

What credit cards can I use to pay my water bill?

We accept payment by MasterCard, Visa and American Express (Amex).

If I pay using Interac Online, which financial institutions support this option?

Interac Online allows for internet banking with the following financial institutions: RBC - Royal Bank, Scotiabank and TD Canada Trust. For more information, visit your personal online banking instructions.

Is there a maximum amount that I can charge to my credit card?

Yes, the maximum amount per transaction is $999,999.99. However, your personal financial institution may have preset daily limits based on your individual spending patterns. When making a large or unusual payment by credit card, call and advise your personal financial institution before completing the transaction.

How will my transaction be confirmed?

When using your credit card or Visa Debit, you will receive an on-screen confirmation number. You will also receive an email receipt which will include the service fee from the third-party provider, Paymentus Corporation.

When using Interac Online, your payment will be confirmed through your financial institution's website.

When is my payment credited to my water account?

Payments made before 10:00 p.m. will be credited to your water utility account on the next business day. Payments made after 10:00 p.m. will be credited to your water utility account within two business days.

How will the payment be displayed on my credit card or Debit?

Your statement will have two entries. One will be for the payment to the City of Ottawa and the other will be your service fee payment to Paymentus Corporation.

What is Paymentus?

Paymentus is a third-party service provider that securely processes online water utility payments on behalf of the City.

How do I know my payment information is secure with Paymentus?

When paying online, you can verify the security of the third party, Paymentus, by viewing the bottom right hand corner of the Paymentus screen where you will see an icon displaying a lock and indicating the site is secured by ‘thawte’, Paymentus encryption security provider.

Why is there a service fee?

Paymentus charges a fee which covers handling and processing costs. The City of Ottawa does not receive any part of the service fee. Paymentus is an independent corporation providing a hosted service for the City of Ottawa. Ottawa City Council passed By-law 2013-191 in June 2013 allowing third party payment processors to charge a fee for handling credit and debit payments.

Can I pay my water utility bill by credit card at a Client Service Centre Counter?

We continue to accept credit cards, debit cards, cash and cheques at the Client Service Centres. You can use any publicly available computer with access to the internet to visit Ottawa.ca and make a water utility payment online.

If I don’t own a computer, how can I pay online?

If you choose to do so, you can use any publicly available computer with access to the internet to visit Ottawa.ca and make a water utility bill payment online using your credit card, Interac Online or Visa Debit. A valid email address is required.

Property tax and water utility deferral programs

Property tax deferral program

The City of Ottawa offers two deferral programs for property taxes for low-income seniors and low-income people with disabilities. Eligible homeowners may apply for a full or partial deferral of their annual property taxes. Existing applicants must apply to the program annually and verify continued eligibility.

You may apply for the program as follows:

  • Full property tax deferral
  • Partial property tax deferral

Full Property Tax Deferral Program

Under this program, the City defers payment of annual property taxes, at a reduced interest rate, for applicants who meet the current program requirements.

Property taxes may be paid up to date or in arrears at the time of application. There is no deadline for first-time applicants.

Program requirements

  1. If the property is owned by more than one person who are not spouses, then all owners must apply and qualify.
  2. Applicant(s) must have continuously owned the property within the City of Ottawa for at least one year before applying for deferral.
  3. Must be principal residence of applicant(s).
  4. The property must be assessed in the residential/farm property tax class.
  5. The total cumulative amount of deferred property taxes and water and sewer charges, plus fees and interest, may not exceed 40 per cent of the assessed value of the property.
  6. The applicant(s)’ total gross household income from all sources is $42,749 (for 2019) or less. This amount includes income of all residents in the home. The threshold will be increased annually and is based on the annual Consumer Price Index (CPI).
  7. Applicants shall submit a renewal application annually no later than the 1st day of July in the year the deferral is sought.

Low-income seniors

In addition to meeting the program requirements, an applicant applying for tax deferral, or the applicant’s spouse, must be at least 65 years of age and be eligible for benefits under Old Age Security (OAS) pension.

Low-income people with disabilities

In addition to meeting the program requirements, an applicant in this category must either:

  • be receiving on-going disability benefits (such as, the Ontario Disability Support Program), or
  • be eligible to claim a disability amount on your Canada Revenue Agency Income Tax and Benefit Return

Terms of the deferral program

  1. A non-refundable application fee will be charged to the tax account upon receipt of the application.
  2. A non-refundable renewal fee for subsequent year applications, will be charged to the tax account.
  3. Interest on the deferred amounts will be charged at the rate of 5% per annum. These costs will be charged to the tax account.
  4. Approved applicants are responsible for all legal costs associated with the deferral. Legal costs typically relate to title searches, as staff may conduct an annual title search on the property. All legal costs will be charged to the tax account.

Repayment of deferred property taxes

The deferred taxes shall become due and payable at the earliest of the following dates:

  1. When the applicant(s) no longer meet eligibility criteria such as income;
  2. When the property is sold or transferred;
  3. Upon the death of the applicant, unless the applicant is survived by a spouse who continues to qualify for deferral (The tax deferral cannot be transferred to the estate of deceased owner(s));
  4. When the total cumulative amount of deferred property taxes and water and sewer charges, plus fees and interest, exceeds 40 per cent of the assessed value of the property.

How to apply

Applicants must complete and submit an application along with the supporting documentation to apply for the tax deferral program. Included in the application is a waiver providing the City of Ottawa, Revenue Services access to personal information.

There are a number of ways to apply for low-income seniors and low-income people with disabilities under the Full Property Tax Deferral Program:

  1. Print a copy of the application 
  2. Contact us by e-mail at taxdeferralprogram@ottawa.ca 
  3. Send your request in writing to
    City of Ottawa, Revenue Services,
    100 Constellation Drive, 4th floor East,
    Ottawa, ON K2G 6J8
    Attn: Property Tax Deferral Program
  4. Send your request by fax to 613-580-2457
  5. Drop in to 100 Constellation Drive 4th floor East
  6. Telephone us at 613-580-2740 (TTY 613-580-2401) Transactions will be recorded for training and verification purposes

To Return the application form

Please write the property address and tax roll number on all correspondence. Once the form is filled out, return:

  • Mail or deliver to:
    City of Ottawa, Revenue Services,
    100 Constellation Drive, 4th floor East,
    Ottawa, ON K2G 6J8
    Attn: Property Tax Deferral Program
  • by fax to: 613-580-2457, Attn: Property Tax Deferral Program
  • by email at taxdeferralprogram@ottawa.ca 

An acknowledgment letter will be mailed to you, upon receipt of your application.  Once we have reviewed your application for eligibility, a letter of either approval or denial will be mailed to your attention.

Partial Property Tax Deferral Program

The City also offers a partial deferral of property taxes to low-income seniors and low-income people with disabilities. Relief is based on the total tax increase over the previous year rather than a total deferral program as noted above. Both program requirements and relief differ from the Full Property Tax Deferral Program. Details of this program are as follows:

Program Requirements

  1. Property taxes must not be in arrears.
  2. Application for relief is made annually to establish eligibility or confirm continued eligibility; the application must be made by December 31 in the year that the tax relief is being requested.
  3. Applicant(s) must have continuously owned the property within the City of Ottawa for at least one year before applying for tax deferral.
  4. Property is assessed at $500,000 or less and is in the residential/farm property tax class.
  5. The applicant’s total gross household income from all sources is $30,000 or less.
  6. Real property tax increase must be greater than $100 and 5% over the real property taxes of the previous year.
  7. Must be principal residence of applicant(s).
  8. Must meet one of the following criteria:
    1. be 65 years of age or more by December 31 of the year prior to the year for which the application for tax relief is made, OR
    2. be receiving on-going disability benefits (such as, the Ontario Disability Support Program) or be eligible to claim a disability amount on your Canada Revenue Agency Income Tax and Benefit Return.
  9. The applicant agrees to provide the necessary information to the municipality in order to demonstrate that eligibility requirements have been met.
  10. The applicant signs a waiver providing the municipality access to personal information for the purpose of confirming eligibility.

Relief

  1. Relief is based on the total tax increase over the previous year.
  2. Any amount deferred under this program for taxation years before 2001 is subject to the annual interest rate which is the lower of either the bank prime rate plus ½ percent (.5%) or a rate established by provincial regulations. No such interest may be charged for 2001 or subsequent taxation years.
  3. Total amount of tax relief available is restricted to a maximum of 75% of the current assessed value of the property.

Repayment of Partial Tax Deferral

Deferral amounts represent a lien against the property under provisions established under Subsection 319 (4) and Section 349(3) of the Municipal Act 2001 as amended.

The unpaid partial tax deferral shall become due and payable at the earliest of the following dates:

  1. the applicant(s) no longer meet eligibility criteria;
  2. the property is sold or transferred;
  3. upon the death of the applicant, unless the applicant is survived by a spouse who continues to qualify for tax deferral.

How to apply

Applicants must complete and submit an application along with the supporting documentation to apply for the tax deferral program. Included in the application is a waiver providing the City of Ottawa, Revenue Services access to personal information.

There are a number of ways to apply for low-income seniors and low-income people with disabilities under the Full Property Tax Deferral Program:

  1. Print a copy of the application 
  2. Send your request to the City of Ottawa by email at taxdeferralprogram@ottawa.ca 
  3. Send your request to us in writing to the
    City of Ottawa, Revenue Services,
    100 Constellation Drive, 4th floor East,
    Ottawa, ON K2G 6J8
    Attn: Partial Property Tax Deferral Program.
  4. Send your request by fax to 613-580-2457.
  5. Drop in to City office at 100 Constellation Drive, 4th floor East, Ottawa, ON.
  6. Telephone us at 613-580-2740 (TTY 613-580-2401). Transactions will be recorded for training and verification purposes.

Returning the Partial Property Tax Deferral Application Form

Please write the property address and roll number on all correspondence. Once the form is filled out, return:

  • by Mail or deliver to:
    City of Ottawa, Revenue Services,
    100 Constellation Drive, 4th floor East,
    Ottawa, ON K2G 6J8
    Attn: Partial Tax Deferral Program, or
  • by fax to: 613-580-2457, Attn: Partial Tax Deferral Program or
  • by email at taxdeferralprogram@ottawa.ca

An acknowledgment letter will be mailed to you, upon receipt of your application.  Once we have reviewed your application for eligibility, a letter of either approval or denial will be mailed to your attention.

Water utility bill deferral program

The City of Ottawa offers a deferral program for water utility bills for low-income seniors and low-income people with disabilities. Eligible homeowners may apply for deferral of their water utility bills. Existing applicants must apply to the program annually and verify continued eligibility.

Under the program, payment of water bills is deferred for applicants who meet the current program requirements.

There is no deadline for first-time applicants.

Program requirements

  1. Water bills must be paid up to date.
  2. If the property is owned by more than one person who are not spouses, then all owners must apply and qualify.
  3. Applicant(s) must have continuously owned the property within the City of Ottawa for at least one year before applying for the deferral program.
  4. Must be principal residence of applicant(s).
  5. Property must be assessed in the residential/farm property tax class.
  6. Total cumulative amount of deferred taxes and water and sewer charges, plus fees and interest, may not exceed 40 per cent of the assessed value of the property.
  7. The applicant(s)’ total gross household income from all sources is $42,749 (for 2019) or less. This amount includes income of all residents in the home. The threshold will be increased annually and is based on the annual Consumer Price Index (CPI).
  8. Applicants shall submit a renewal application annually no later than the 1st day of July in the year the deferral is sought.

Low-income seniors

In addition to meeting the program requirements, an applicant applying for water deferral, or the applicant’s spouse, must be at least 65 years of age and be eligible for benefits under Old Age Security (OAS) pension.

Low-income people with disabilities

In addition to meeting the program requirements, an applicant in this category must either:

  • be receiving on-going disability benefits (such as, the Ontario Disability Support Program)
  • be eligible to claim a disability amount on your Canada Revenue Agency Income Tax and Benefit Return

Terms of the deferral program

  1. 1.  A non-refundable application fee will be charged to the tax account upon receipt of the application.
  2. 2.  A non-refundable renewal fee for subsequent year applications will be charged to the tax account.
  3. 3.  Water bills being deferred will be transferred to the tax account annually. An annual transfer-to-tax fee applies.
  4. 4.  Interest on the deferred amounts will be charged at the rate of 5% per annum. These costs will be charged to the tax account.
  5. 5.  Approved applicants are responsible for all legal costs associated with the deferral. Legal costs typically relate to title searches, as staff may conduct an annual title search on the property. All costs will be charged to the tax account.

Repayment of deferred water utility accounts

The deferred water account balances shall become due and payable at the earliest of the following dates:

  1. When the applicant(s) no longer meet eligibility criteria such as income;
  2. When the property is sold or transferred;
  3. Upon the death of the applicant, unless the applicant is survived by a spouse who continues to qualify for deferral (The water deferral cannot be transferred to the estate of deceased owner(s);
  4. When the total cumulative amount of deferred taxes and water and sewer charges, plus fees and interest, exceeds 40 per cent of the assessed value of the property.

How to apply

Applicants must complete and submit an application along with the supporting documentation to apply for the deferral program. Included in the application is a waiver providing the City of Ottawa, Revenue Services access to personal information.

There are a number of ways to apply for low-income seniors and low-income people with disabilities under the deferral program:   

  1. Print a copy of the application 
  2. Contact us by e-mail at taxdeferralprogram@ottawa.ca
  3. Send your request in writing to the
    City of Ottawa,
    Revenue Services,
    100 Constellation Drive, 4th floor East,
    Ottawa, ON K2G 6J8
    Attn: Water Utility Bill Deferral Program
  4. Send your request by fax to 613-580-2457
  5. Drop in to 100 Constellation Drive 4th floor East
  6. Telephone us at 613-580-2740 (TTY 613-580-2401) Transactions will be recorded for training and verification purposes

Returning the application form

Please make sure the property address and water account/customer number  are written on all correspondence.

Once the form is filled out, return,mail or deliver to:

  • City of Ottawa
    Revenue Services
    100 Constellation Drive, 4th floor East,
    Ottawa, ON K2G 6J8
    Attn: Water Deferral Program
  • by fax to: 613-580-2457, Attn: Water Deferral Program
  • by email at taxdeferralprogram@ottawa.ca 

An acknowledgment letter will be mailed to you, upon receipt of your application.  After our office reviews your application for eligibility a letter of either approval or denial into the program will be mailed to your attention.

Tax Deferral Program is also available.

Last updated: April, 2019