Utilities, Water and Wastewater

Meter reading and billing takes place on a bi-monthly frequency within Greater Napanee. To make a payment, see Pay My Water Bill 

Don't understand your bill? See how your Water and Wastewater Bill is calculated.

Interested to see our rates? Take a look at the 2025 Rate Schedule Summary. 

Having trouble visualizing your water usage? See our Cubic Metre Comparison.

2025 Utilities Billing Schedule

The 2025 Utilities Billing Schedule provides the 'Issued By' and 'Payment Due' dates for 2025. 

If you haven't received your water bill in the mail and the due date is approaching, you can call to inquire about the balance. Please call Amy Sager at 343-302-7637. Please have your account number ready. Please note that the person calling to inquire about the balance must be the person whose name is on the property or on the bills.

When should I receive a water bill and when are they usually due?

Water bills are issued every two months (bi-monthly). Bills are usually mailed out the first week of the month and the due date will be the 3rd last business day of that same month, see our Water Billing and Payment Options section listed above. Please refer to your most recent bill to confirm the balance owed and due dates.

What should I do if I did not receive my water bill?

Please contact our office to inquire about the balance or to request a duplicate water bill. If the mailing address has changed, please ensure to contact the Town to update our records. Please note, if payment is not made because the bill was not received by the owner, penalties will apply.

My bill shows a higher than usual water consumption, what could cause this?

Residential water consumption will change depending on the number of people living in the home and the amount of time you spend at home. If your household dynamic hasn’t changed, check for leaking toilets or faucets. Don’t forget to check your outside tap.  

What if there are payments on my water bill that I did not make?

Contact our office to advise of the misapplied payment and confirm with staff what amount is required to be paid by you by the due date. If required, Staff will research the misapplied payment and adjust accounts accordingly.

How are water meter readings obtained for each billing?

Our Staff reads all meters every two months. All readings are obtained from outside your house. Customers are charged a base charge determined by the size of the water meter and then billed based on their consumption (usage). 

What are the late payment charges? 

A 10% one-time penalty is charged if payment is not received by the due date. 

If you are looking to turn your water on or off, please contact Amy Sager, Utilities Clerk, at 343-302-7637. We recommend giving staff at least 24 hours' notice, if possible, when needing water turned on/off.

If you are moving into or out of a property in Napanee that is on municipal services, please complete the information form to set up or close out your account. If you are moving from one property to another on services within Napanee, please complete both forms.

Please see our Moving In Utilities Form

Please see our Moving Out Utilities Form

I have bought a new home within Greater Napanee’s municipal water and sewer system; how do I create an account? 

Please contact our office prior to the closing date of the purchase. Be prepared to provide the legal names of the new owner(s) and contact information including a mailing address and phone number. The new owner will be required to sign a Contract for Supply of Water & Sewer Services, which can be provided electronically, via letter mail or picked up at our office. A contract is required for each water meter that is installed at the property and must be signed by the property owner and returned before water and sewer services will be provided.

What if the home I am purchasing will be rented to tenants? Who is responsible for the water and sewer account? 

The owner. The account will remain in the name of the legal owners. Responsibility for water and sewer charges, including arrears remains with the property owner. Unpaid charges form a lien on the property if not paid. If you are a landlord, you may request the water bills be put into the tenant’s name and mailed to the tenant, however a Tenant Authorization form must be completed by the Landlord prior to this happening.   This form also gives us permission to speak directly to the tenants regarding the bill.  We encourage the owner to check periodically on the status of the account since all mailings will go the service address if a Tenant Authorization form has been signed. It is important to note that the property owner remains responsible regardless of whose name is on the bill.

I have bought a newly built home or am building a home within Greater Napanee’s municipal water and sewer system; how do I create an account?

Please contact our office to create an account. Be prepared to provide the legal names of the owner(s) and contact information including a mailing address and phone number. The owner will be required to sign a Contract for Supply of Water & Sewer Services, which can be provided electronically, via letter mail or picked up at our office. A contract is required for each water meter that is installed at the property and must be signed and returned before water and sewer services will be provided. 

The Building Contractor or Plumber may coordinate the purchase and install of a water meter. Once this has been installed at the property, please contact the Town of Greater Napanee to coordinate an inspection by one of our Staff. Please note that water and sewer services will not be provided until the water meter has passed inspection and an account has been created, with a completed contract. 

I have just moved to a new property and the previous owner did not pay the final water bill. What should I do?

If applicable, a letter will be sent regarding the outstanding balance from the previous owner(s). We recommend that you pay your portion of the water bill prior to the due date.  Your portion of the water bill will be found under “Summary of New Charges” on the lower half of your water bill. We suggest that you contact your lawyer regarding the outstanding balance from the previous owner.

I received an arrears notice or a balance forward on my first bill. What should I do?

New owners may contact our office to confirm if the final bill for the previous owner(s) has been paid. If it is unpaid, we suggest you contact your lawyer.

There is a credit balance forward on my first bill. What should I do?

Please contact our office to discuss the credit. We can assist you in determining the portion of the bill that must be paid prior to the due date. The credit balance forward may be a final credit balance that the previous owner has not yet requested a refund for or a misapplied payment that requires correction by our office.

If you are moving into or out of a property in Napanee that is on municipal services, please complete the information form to set up or close out your account. If you are moving from one property to another on services within Napanee, please complete both forms.

Please see our Moving In Utilities Form

Please see our Moving Out Utilities Form

I have sold my home, what do I need to do to close an account?

Contact our office to advise of the sale. Be prepared to provide the closing date, a forwarding address and lawyer’s name. This can also be done electronically via a Moving In or Out Form. We will schedule to read the water meter on the closing date and a final bill will be forwarded approximately one week following the sale.  Please be aware that there will be a final meter reading fee added to all final bills when an account is closed out. 

I did not receive my final water bill. What should I do? 

If you have not received your final water bill within ten days after the closing date, please contact the Town of Greater Napanee.

My water bills are paid by automatic withdrawal from my bank. Will my final bill payment be withdrawn from my bank account?

Depending on your closing date, the automatic withdrawal may or may not be withdrawn from your account. Please pay close attention to your final bill as it will be clearly marked on the bill if we are able to withdraw automatically. If the payment can’t be processed automatically, the final bill must be paid using one of our other payment options.

My final water bill has a credit balance, how will I receive those funds?

If your final water bill is in a credit balance, a refund cheque will be included with your final bill and forwarded the address you provided.

I have contacted the Town of Greater Napanee regarding our upcoming move, but the date has changed or was cancelled. What should I do?

Please our office to advise of the change. Your lawyer should also contact us regarding the change in date or cancelled sale. If there is a cancelled sale and you were on automatic withdrawal, please contact us to request your automatic withdrawal be reinstated, as automatic withdrawal is cancelled when a final sale request is received.

My water bills are paid by automatic withdrawal from my bank. Will the pre-authorized payment plan be transferred from my old home's account to my new home's account?

No. The automatic withdrawal is cancelled on an account after we receive a request for a final bill. To continue with pre-authorized payment, you must sign up again after a move.

I pay my water bills through the bank (internet or ATM). If I move to another home, do I need to make any changes to my banking information?

Yes. Please update your banking information to include your new six-digit water account number and remove your old account number to ensure payments are applied to the correct account. 

Residential tenant properties in the Town of Greater Napanee remain in the owner's name. At the owner's request, bills can be redirected to a tenant but will remain in the owner's name. Please email Lesa O'Toole, Utilities Billing Clerk or call 613-776-1034 for further information.

For questions or concerns about water and sewer systems, within regular business hours, contact the office at 613-354-3351 or fill out an Report an Issue form.

Report a Water or Sewer Issue

In the event of after hours emergencies like water main breaks and sewer backups, please call the on-call number at 1-888-921-1141.

The Town of Greater Napanee operates 3 potable water fillings stations that are available to residents.

The Town of Greater Napanee is committed to supplying a safe, consistent drinking water supply, and to complying with all applicable regulatory requirements. We strive to achieve these goals through the implementation of a management system comprised of documentation that demonstrates risk-based treatment process evaluation, staff competency, open communications, workplace safety and appropriate emergency response measures.

The managers and employees of the Town of Greater Napanee who are directly involved in the supply of drinking water, share in the responsibilities of implementing, maintaining and contributing to the continual improvement of the Drinking Water Quality Management System.

For more information on Greater Napanee's Drinking Water Quality Management System, take a look at the Drinking Water Quality Management System - Operational Plan.

The Town of Greater Napanee will be flushing water mains and testing fire hydrants throughout the spring and summer season. This work may cause rust coloured water to appear from taps at or near the area of work. If this occurs, remove the aerator from the tap and let the water run for a few minutes, after which it should run clear. After it is running clear, replace the aerator.

The Town of Greater Napanee apologizes for any inconvenience this may cause and we appreciate your patience during this program. 

The Town of Greater Napanee does not provide natural gas services to our residents. If you are a Enbridge customer or are looking to become one, visit them online or call 1-877-362-7434. 

The Town of Greater Napanee does not provide electricity services to our residents.
If you are a Hydro One customer or are looking to become one, visit the Hydro One website or call 1-888-664-9376.

Bell Canada

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