Utilities and Billing

Utilities and Billing

Water and Sewer bills are mailed out quarterly, by Ward.

Please be advised that as of June 1, 2019 there will be a change in the water and wastewater billing cycles. Billings will continue to be issued on a quarterly basis, 4 times a year.

Under the current billing system, each month one ward has their metres read and then their bills issued. After three months, all three wards have been billed and the process begins again.

The new billing cycle is such that during the first week of June, the Ward 3 metres will be read, but the bill will not be issued until August. Then, beginning the first week of July, the Ward 1 metres will be read. Again the bills will not be issued until August. Finally, the beginning in the first week of August, the Ward 2 metres will be read. In August, all three Wards, the entire Town, will be billed.

Going forward the billing cycle for all three wards will be: August, November, February, and May.

If you have concerns about the length of time between the month that your account was billed under the old billing cycle and the new billing cycle, you are welcome to make a regular payment during the transition period. Through your usual payment method, i.e. online, at your bank or at the Municipal Office.
We appreciate your patience during this transition.

For a town map click here (PDF).

2020 Meter Replacement Program

Reliable metering equipment is critical to ensure our customers continue to receive accurate bills. The typical life span of a meter is up to 20 years, and eventually need to be replaced. Also, advances in metering technology make it easier and more efficient to obtain readings. The Town of Gananoque will be replacing approximately 2,200 water meters in the year 2020, contracting the replacement through Neptune Technology Group Inc.

Neptune Technology Group Inc. is a technology company serving more than 4,000 water utilities across North America. Neptune makes data actionable using effective software and hardware tools that are interconnected by a smart network, with expertise and experience specifically focused on the business of water. The Town of Gananoque has contracted Neptune Technology Group to schedule appointments for and complete water meter replacements.


Not all of the homes and businesses on a street may be impacted. If your home or business is included, you will receive a notice. Within one week of receiving the notice, please have the homeowner book the appointment at www.watermeterappt.com.

The water meter upgrade requires approximately 30-90 minutes, and is free of charge. The water meter must be accessible with a clearance area of at least 16 inches wide by 16 inches high, and the water shut-off must be operational and clear from any obstructions.

Key information

  • Program will start with the North Ward commencing on February 10, 2020 and will continue to South and West Wards until April 30, 2020.
  • There is no cost for the equipment or installation.
  • A Neptune certified technician will need access to the inside of your home or business to complete the installation.
  • Technicians will always be in uniform, carrying photo identification.
  • An adult, 18 years of age or older, must be present during the installation, and must be available for the entire appointment duration.

We thank our customers for their support of our water meter replacement project!

Water Meter Upgrade program

We offer e-billing!

You can receive your quarterly water bill by email.  To participate send a request to utilitybills@gananoque.ca

Tenant or a Landlord?

Town of Gananoque upcoming change to our Water account system pertaining to Tenant applications. To address one of the more frequent complaints we receive from our towns landlords, being ultimately accountable for tenant utility accounts but not having access to them as the Privacy Act restricts being able to disclose this information. 

To rectify this issue and allow for complete control of Utility accounts for landlords, effective of April 1, 2016, we will no longer be accepting tenant applications for utility accounts.  This will be grandfathered into effect and will not change or affect any existing tenant accounts. As old tenants move out, the accounts will be set up in the owner/landlords name. 

With this change, it will not only allow you to have more control and access to your properties accounts, it will also help to cut down on administrative costs that should help to minimize any future increases to the water & sewer rates which ultimately means savings and less expenditure for the Town and its residents alike. If there are any questions, concerns, or any input please feel free to contact us and we will field and respond as best as we can.

Traci Vandusen Utility Administrator 613-382-2149 ex, 1117  utilitybills@gananoque.ca

Paying Your Water Bill

You can pay your water bill using any of the following methods:

  • Pre-Authorized Payment – by monthly payment on the first business day of the month or quarterly on the bill due date – please see details below
  • Online Banking / Telephone Banking – register Gananoque PWB on your list of billers, be sure to put in your complete  account number
  • At your bank – at the ATM or at the teller
  • Mail a cheque - payable to Town of Gananoque
  • At Town Hall – we accept cash, debit or cheques - *no credit cards accepted*

 Pre-Authorized Payment Plans

 Quarterly – pay the full amount due on the bill due date automatically from your bank account.

To set up your utilities account for quarterly pre-authorized payment, print the application and submit to Town Hall – you will receive confirmation that the plan is set up via mail or email. 

Pre-Authorized-Utility-Billing-Quarterly - Printable Version

Pre-Authorized-Utility-Billing-Quarterly - Online Version (fill and submit online)

Monthly – pay an equal monthly payment amount on the first business day of every month automatically from your bank account.

To calculate your monthly amount we use your own account consumption history for the past year, multiplied out by the current rates and divided by twelve so that your monthly payment reflects your average usage.  Equal payment accounts are reviewed semi-annually to ensure the account is not getting too far ahead or too far behind.  Any balance owing or credit balance is then worked into your monthly payment amount and notification is sent. 

To set up your utilities account for monthly  pre-authorized payment, print the application and submit to Town Hall – you will receive confirmation that the plan is set up via mail or email.

Download the Application Form [PDF]

Quality Management System Policy

Gananoque is committed to comply with all applicable legislation and regulatory requirements, as it pertains to drinking water quality, to supply consumers with safe drinking water and is committed to the maintenance and continual improvement of the Quality Management System.

We achieve these goals through the implementation of the management system comprised of policies, procedures, instructions and forms that demonstrate risk based treatment process evaluation, staff and Operating Authority personnel competency, open communications, appropriate contingency/incident response measures and response to consumers’ concerns in a timely manner.

The drinking water system’s owners, supervisors, managers and the employees who are directly involved in the supply of drinking water, share responsibilities of implementing, maintaining and contributing to the continual improvement of the QMS.

Operational Plan


Please notify our office at 613-382-2149 Ext 1117 or at utilitybills@gananoque.ca as soon as possible before your move date so we can arrange for your meter to be read.  Please provide us with a forwarding address so your final bill can be mailed to you.


  • Tips for checking for water leaks click here [PDF]
  • Tips for saving money on your next water bill  here [PDF]

Water and Sewer rates

For more information and tips on how to conserve water, please visit our Water and Sewer Section.