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How to Pay Your Bill

Payment options

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

Pay your water and sewer bill on My ServiceOttawa.

Log in or register for MyServiceOttawa to:

  • View account summary;
  • View bill history and last payment information;
  • Print water and sewer bills;
  • Register for e-billing;
  • Choose or change the official language that you wish to receive your water, wastewater and stormwater bill in;
  • Pay your water and sewer bill online, or set up preauthorized debit; and,
  • Change your mailing address.

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 and sewer bill. It offers you the convenience of not writing a cheque, spending time and money mailing payment, no worries about late payments or charges and no 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 enrol 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, however, 30 days notice is required prior to your next withdrawal date.

Points to Remember:

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 and be subject to the interest rate of 1.25% per month.

Online by Payment Card

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

  • You will need the 10-digit account that is found in the upper right-hand corner of your water and sewer bill.
  • Refer to your most recent water and sewer bill for the amount owed, by registering for a My ServiceOttawa account, e-mail or call the Revenue Branch at 613-580-2444.
  • A service fee is applied by the service provider, Paymentus Corporation.
  • A penalty for late payment of 1.25% per month is added the day following the due date and the first day of each month thereafter until the account is paid.

Go to the Paymentus website to make a water and sewer payment by payment card. Please verify that you are in the secure site by ensuring that the web address is is <https://ipn.paymentus.com/otp/stde/cott/watersewer with an icon of a padlock at the bottom right corner.

If you choose to make an online water payment with a credit card, Interac Online or Visa Debit you may do so by following these instructions:

Online Payment Instructions

Step 1: Select “Pay Water and Sewer Bill Online” if you are paying through Ottawa.ca

OR

Select “Pay online by payment card” if you are paying through My ServiceOttawa,

This will link you to the third party secure website, Paymentus Corporation, where you can complete your payment.

If you are not currently registered you can create a  MyServiceOttawa account and then add a water and sewer service (will link to how to instructions)

Step 2: Enter your water and sewer account information.

You will need the 10-digit account number that is found in the upper right-hand corner of your water and sewer bill.

Enter your account number, and verify your service address. Select Continue.

Step 3: Enter your contact and payment information.

Enter your First name, Last name, Daytime phone number and a valid email address. You will be asked to retype your email address.

Select your method of payment; credit card, Interac Online or Debit (Visa Debit).

When making a payment using a credit card or Visa Debit; enter your card type, card number, 3-digit security number on the back of your card, the card expiration date, cardholder name, and the payment amount. Select Continue.

When making a payment using Interac Online; enter your payment amount, and select Continue.

Step 4: Confirm your contact, account and payment information.

Credit card and Visa Debit confirmation: Review your information and use the change button to edit your contact, account or payment information. The secure third-party provider, Paymentus Corporation, charges a service fee.

You must agree to the service fee, and agree to the terms and conditions of the payment prior to making the payment.

Interac Online confirmation: You will be taken to your financial institution's website where you will login to your bank account and complete your payment. You must agree to the terms and conditions of the payment prior to making the payment.

Step 5: Wait for your payment to be processed.

Please wait to receive your confirmation screen or your payment may not be processed in full.

Step 6: You will receive confirmation.

Your payment will be confirmed that it was successfully submitted by a reference number. You will also receive an e-mail for your records.

Note: You will only see this screen when you have completed your payment using a credit card or Visa Debit.

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

Selecting End Session at any time will return you to the City of Ottawa website.

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 10-digit 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.

By mail

If you are mailing your payment, please remember:

  • Include your water 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 water account number on the front of cheques or money orders
  • Mail payment to:

City of Ottawa - Water and Sewer
PO Box 4648 STN A
Toronto ON
M5W 0E8

Frequently Asked Questions

 

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

For questions regarding your water and sewer 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 and sewer 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

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

If I have Paymentus system technical service questions regarding making a water and sewer 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

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

How will the payment be displayed on my credit card or Visa 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 and sewer 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 and sewer 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 and sewer 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 and sewer bill payment online using your credit card, Interac Online or Visa Debit. A valid email address is required.