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Your Water Bill is Changing

Your updated Water Utility Bill

Account number and payment – starting March 2019 

With the redesigned bill, you will also get a new 15-digit customer account number. 

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. 

New bill design – starting March 2019 

Your new water utility bill has been designed to be user-friendly, easier to read, and easier to understand. It is also issued in your preferred language, English or French. It includes: 

  • Current balance 
  • Payment due date 
  • A breakdown of current charges, rates and property information 
  • Graphs showing current consumption and usage history over the past two years 
  • A dedicated section for special announcements and customer messages. 

New on-line features to manage your account and set alerts  

Look for new on-line features to manage your account and set alerts 

The new online features will allow customers to: 

  • Sign up for automatic credit card payments 
  • View and compare usage online 
  • Sign up and receive usage alerts and warnings 
  • Notify the City of moves 
  • Sign up for paperless billing 
  • Receive bill notification emails 

New water rate structure

In October 2016, the City of Ottawa approved a new rate structure for water, wastewater, stormwater and fire supply, making it easier for you to make more efficient and environmentally-friendly choices. These changes will come into effect in 2019. See how they may affect your bill.

Learn More About the New Water Rate Structure

Choose your language

You can select and change the preferred official language on your water utility bill. 

Please go online to My Settings at My ServiceOttawa or call Revenue Services at 613-580-2444 (TTY 613-580-2401) to choose your preferred language. 

If you already have a My ServiceOttawa account, your bill will be sent in the official language you have selected for your account. If you would like to receive your bill in the other official language, please go online to My ServiceOttawa or call Revenue Services. 

Video Transcript - Changes to your Account Number 

The Account Number video opens with a screenshot of the City of Ottawa logo.  Non-vocalized music is in the background, with a digital keyboard and upscale beat.  The music is in a loop and repeats itself every few seconds.

As the City logo disappears, a new screen appears with an animated view of the Parliament building and pans to a nearby neighbourhood.

During these screenshots the narrator’s voice speaks: “The City of Ottawa is changing your Account Number to make water, wastewater and stormwater billing easier.”  The narrator’s voice and neighbourhood view ends.

The onscreen title reads: “Changes to your Account Number”, alongside an image of two water droplets. The title ends.

This is replaced with an animated character looking into his mailbox, which zooms to his hands holding the front of the water bill showing the new design.

The narrator announces, “If you haven’t already, you’ll soon receive a redesigned Water Utility Bill with a new 15-digit Account Number.”  The character image ends and narrator’s voice ends.

A magnifying glass appears on the bill top right and zooms into the Customer number and Account number. The Customer Number is highlighted as the narrator’s voice announces “This number is made of two components: first, your Customer Number, which will follow you anywhere you move within the City.”

As the account number is highlighted the narrator continues “The second part of the Number is tied to your property.”    

The Customer Number and Account number are highlighted in yellow.

Then the entire 15-digit number on the bill is highlighted, and the narrator’s voice speaks When you receive this new bill, check it before you pay it. Make sure you update your account number with your financial institution, so your payments are applied to the correct account!”  The bill image and narrator’s voice ends.

A new screen opens showing the Ottawa.ca/wws contact information and the narrator’s voice suggests “Have questions?  Call or visit us online for more information

The narrator’s voice announces, “It’s just one of the ways we are serving you better.”  The information screen ends.

To close, the screen with the tag line “Check it Before You Pay It” appears with the City Logo underneath it.  The narrator’s voice ends.

The music and the Account Number video wraps up.

Video Transcript - How to read your bill

The How to Read Your Bill video opens with a screenshot of the City of Ottawa logo.  Non-vocalized music plays in the background, with a digital keyboard and upscale beat.  The music is in a loop and repeats itself every few seconds.

As the City logo disappears, a new screen appears with an animated view of the Parliament building and pans to a nearby neighbourhood, zooming in on a specific building with an elevator door opening.

A character stands in front of a wall of mounted mailboxes and is seen pulling an envelop out of his mailbox and looking at it.  The character image ends.

While these screenshots are quickly panning, the narrator’s voice speaks “The City of Ottawa has improved our water, wastewater and stormwater bill to make it easier to find the information you need.”

The onscreen title reads: “How to read your bill”, along with a drawing of two water droplets.   The title drops and ends.

The screen zooms to the character’s hand holding the envelop which spins in the air and opens as the bill flies out. The narrator speaks “When you receive your bill, check the top right corner to find your new 15-digit account number.”

A magnifying glass appears on the front of the bill and zooms to the Customer number and Account number. The character image ends.

The Customer number and Account number are highlighted in yellow as the narrator continues “Make sure to use this new number when you pay your bill.”

While the magnifying glass quickly pans to the activity and new charges summary section of the bill, the narrator’s voice states, “Next, you’ll see all your essential information including your activity since your last statement new charges, balance and due date.”

The activity since last bill and amount due section are highlighted.     

The magnifying glass twirls to the right of the bill to the My ServiceOttawa section. The narrator’s voice explains “The redesigned bill also includes the latest news from the City of Ottawa - be sure to check this section often for important updates!” The Narrator pauses and the front of the bill ends.

The screen quickly cuts to the back of the bill’s detailed breakdown of consumption and charges section.  It zooms into the how the new charges were calculated section, while the narrator’s voice speaks “You’ll also find detailed breakdowns of consumption and charges and can compare your usage history over the past two years.”   

Then the magnifying glass quickly scans to the consumption history chart. The bill and screen images end.

A new screen appears showing the Ottawa.ca/wws contact information and the narrator’s voice suggests “Have questions?  Call or visit us online for more information.”  The image ends.

To close, the narrator’s voice announces, “It’s just one of the ways we are serving you better.”  The image and narrator’s voice ends.

The City Logo appears on the last screen.  The music and the How To Read Your Bill video finishes.

Video Transcript - New online features of your bill

The New Online Features video opens with a screenshot of the City of Ottawa logo.  Non-vocalized music plays in the background, with a digital keyboard and upscale beat.  The music is in a loop and repeats itself every few seconds.

As the City logo disappears, a new screen appears with an animated view of the Parliament building and pans to a nearby neighbourhood, zooming into a specific building.

During these screenshots the narrator’s voice speaks “The City of Ottawa is making improvements to our water, wastewater and stormwater billing service to give you access to new online features.

The screen cuts to a character sitting at a desk looking at his computer screen, opening the myservice.ottawa.ca login page.  The character image and narrator’s voice ends.

The onscreen title reads: “New online features for your bill”, along with a drawing of two water droplets.  The title ends.

This image is replaced by a larger view of the computer screen displaying the myservice.ottawa.ca login page, which quickly shows a mock example of John Doe’s email address and password, in a series of dots.  Then a quick moving series of feature pages on the myservice.ottawa.ca website is displayed.

The narrator’s voice states, “Once you log in to your My ServiceOttawa water account you will see the difference.”  This is followed by the first feature display of John Doe’s Water and sewer billing account page.  Feature one ends.

The screen scrolls quickly to the second feature of John’s Account overview page and then quickly pans to the third feature of John’s Pre-authorized payment page. While these features are displayed the narrator’s voice explains, “In addition to all the features you are used to, you can now use your account to set up automated payments for your debit or credit card.”  Feature two and three close.

The fourth feature cuts to John’s Stop, Start or Transfer Service page. The narrator’s voice announces, “You also have access to new account management features.  Let us know when you’re moving or schedule service appointments for your water meter equipment right on My ServiceOttawa!”    Feature four ends.

The fifth feature cuts to John’s Service Orders page with an overlay of an environmentally friendly icon of a green circle with a white leaf.  At the same time the narrator’s voice says “Plus, it’s easier to be environmentally-conscious.”  The fifth feature closes.

The Account overview feature appears once again, and the Usage and Alert subscription options on the screen are highlighted in yellow.  The narrator suggests “In addition to our paperless billing service, you can now view your water consumption and get alerts when you’re using more water than usual.”   

While this is being said a cell phone covers the computer screen, vibrates and opens to show a picture of a mail envelop that switches to a New Email alert with the text: “City of Ottawa Water System notification.  The feature, water consumption alert and the narrator’s voice ends. 

On a new screen the text: “myservice.ottawa.ca” appears.  The narrator’s voice states “To access these new tools, simply log in to the My ServiceOttawa website.”  The screen text and narrator’s voice ends.

A new screen appears showing the Ottawa.ca/wws contact information and the narrator’s voice suggests “Have questions?  Call or visit us online for more information.

The narrator announces, “It’s just one of the ways we are serving you better.”  The screen closes and the narrator’s voice ends.

The City Logo appears on the last screen.  The music and the New Online Features video finishes.

Video Transcript - Manage your water consumption

The Water Consumption video opens with a screenshot of the City of Ottawa logo.  Non-vocalized music plays in the background, with a digital keyboard and upscale beat.  The music is in a loop and repeats itself every few seconds.

As the City logo disappears, a new screen appears with an animated view of the Parliament building and pans to a nearby neighbourhood, zooming in on a specific home in which a character is looking down at his cell phone.

The narrator’s voice speaks “The City of Ottawa is making improvements to our online water, wastewater and stormwater billing service to let you monitor and manage your water consumption.”  The character image and narrator’s voice ends.

The screen title reads: “Manage your water consumption”, alongside a drawing of two water droplets.  The title drops down and ends.

The next image is a cell phone screen displaying the My ServiceOttawa login page, with an email address and password shown, in a series of dots.  The narrator’s voice remarks, “Simply log on to My ServiceOttawa to view your past and current water consumption monthly, daily and even hourly!”   The image ends.

Next a chart displays an example of water consumption information and then the screen quickly pans across three Water Usage charts displaying monthly, daily and hourly examples.  The charts end.

The screen cuts first to a water usage chart that compares the total usage of the current period to the previous annual billing period, by month.  It then cuts to the Alert subscription page.  The narrator’s voice states, “You can also compare your consumption to previous billing periods and set email alerts when you’re using more water than you’d like.”  The usage chart and alert subscription page close.

This quickly cuts to an image of a vibrating cell phone with a picture of a mail envelop showing a New Email Alert with the text: “City of Ottawa Water System notification.”  

The narrator’s voice remarks “Plus, be notified when there are any issues with your water system including meter equipment failures or water leaks, so you can fix the problem promptly and ensure accurate billing.”  The phone alert closes.

The accompanying screen shows an Equipment Failure Notification addressed to John Doe that reads: “Dear John Doe, Our records indicate a failure of your water metering equipment located at 1 MAIN ST.  As a result, we are no longer able to read your metered consumption.”

Cut to the next screen showing a Water Consumption Alert to John Doe that reads: “Dear John Doe, Our water consumption records for 1 MAIN ST indicate you have consumed 60% of your average monthly water consumption. Property owners should investigate any unexpected change in water consumption to check for plumbing problems, leaks or unmonitored running water”.  The notification texts close.

The text screen: “myservice.ottawa.ca” appears as the narrator’s voice states “To access these new tools, simply log in to the My ServiceOttawa website.”  The text screen ends.

A new screen appears showing the Ottawa.ca/wws contact information and the narrator’s voice suggests “Have questions?  Call or visit us online for more information.

To close, the narrator’s voice announces, “It’s just one of the ways we are serving you better.”  The contact information and the narrator’s voice ends.

The City Logo appears on the last screen.  The music and the Water Consumption video ends.

Video Transcript - Select your language

Upbeat instrumental music with a strong, fast beat plays in the background. The scene opens with an animated, panoramic view of the Ottawa downtown, with the Parliament Buildings in the middle.

The Canada flag is waving in the wind on top of the Peace Tower. A female narrator with a cheerful voice says, “The City of Ottawa is making improvements to our water, wastewater and stormwater bill.” The scene pans to a nearby neighborhood and zooms into a specific building and on a character inside it who is holding a water bill. He has a smile on his face.

The narrator says, “It’s more accessible, detailed and user-friendly than ever.” A logo with the caption, “Choose your preferred language” appears on the screen. The logo incorporates the blue and aqua-marine colours found in the City of Ottawa’s logo.

The narrator says, “Soon, you’ll receive your bill in the official language of your choice”. A quick snapshot of a City of new Ottawa Water, Wastewater and Stormwater bill appears on the screen, followed by a screenshot of the log-in page of the My ServiceOttawa website.

The address of the website – myservice.ottawa.ca - hangs on the top of the screen while two lines – “Language Preference” and “Water and Sewer Billing” appear on the screen with checkboxes beside them.

The narrator says, “Simply go online to the My ServiceOttawa website to select your preferred language and register for water and sewer billing, or call Revenue Services. The Revenue Services phone number - 613-580-2444 – appears on a smartphone, and the TTY number - 613-580-2401 – is displayed underneath.

The narrator says, “It’s just one of the ways we’re building a better future together. The video ends with the image of the City of Ottawa logo. The music fades away.

See how your water utility bill has changed.

Water Billing - Changes to your account number

With the redesigned bill, you will also get a new 15-digit customer account number. Learn more about your account number.

Link to video descriptive text.

Water Billing - How to read your bill

Your new water utility bill has been designed to be user-friendly, easier to read, and easier to understand. Discover how to read your re-designed bill.

Link to video descriptive text.

Water Billing - New online features

New on-line features to manage your account and set alerts are now available. Learn more about new online features.

Link to video descriptive text

Water Billing - New water rate structure

In October 2016, the City of Ottawa approved a new rate structure for water, wastewater, stormwater and fire supply, making it easier for you to make more efficient and environmentally-friendly choices. These changes will come into effect in 2019. See how they may affect your bill. Learn More About the New Water Rate Structure

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Understanding the rates and fees charged by the City of Ottawa will prevent any surprises on your water utility bill

Water Billing - Manage your water consumption

New features to manage your consumption are now available online. See how to view your consumption and set alerts.

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Water Billing - Choose your language

You can now select and change the preferred official language on your water utility bill. Learn more on how to select your language preference.

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