Utilities Kingston Suspend Non-Payment Disconnections, Offer Payment Terms

Published on: 2020/03/24 - in News

Utilities Kingston announced Monday that it is temporarily suspending disconnecting customers for non-payment. It will also offer flexible payment terms and arrears payment agreements for water, sewer, gas and electricity bills, providing customers with the option of having more time to pay outstanding balances on their account.

“We at Utilities Kingston recognize that this is a difficult time for our community and are letting our customers know: we’re here to support you,” states a release. “If you are concerned about paying your bill, experiencing hardship, or have been impacted by the COVID-19 pandemic, please call us to discuss extended bill payment options and financial assistance programs.”

Late notices to customers who fall behind in their obligations will continue to be issued, but disconnection notices or disconnect residential services will not be sent until further notice.

Utilities Kingston advises customers to contact it for assistance before falling behind on utility bill payments. Its credit department can be reached at 613-546-1181, extension 2278, Monday to Friday from 8am to 4:30pm.

Programs available to those struggling to pay their electricity bills include The Low Income Emergency Assistance Program (LEAP), offering assistance to customers facing disconnection of services, and The Ontario Electricity Support Program: which provides ongoing assistance directly on the bills of eligible low-income electricity consumers.

Interested customers can contact Kingston Community Health Centre for application information for these programs and assistance at 613-542-2949, extension 2143.

Customers seeking financial assistance programs, including emergency relief, can find information on the Utilities Kingston website.

Utilities Kingston customer service is available from Monday to Friday, between 8am to 5pm, at 613-546-0000.

How to access Utilities Kingston services during COVID-19 pandemic

Below are some of the common reasons people visit in person, with instructions on what you can do instead.

Moving and asking how to set up an account/close an account

Open or close utility account using our online form, or by calling customer service, Monday to Friday, from 8am to 5pm, at 613-546-0000.

Make a bill payment

There are many ways to pay your Utilities Kingston bill. Register to receive and pay your bill online, sign up for a pre-authorized debit plan, or pay through your bank, credit card, by mail or drop box.

Change of name on the utility bill

Take a photo or scan of the required documentation and email it to info@utilitieskingston.com.

Sign up for pre-authorized payment

Send this completed Pre-Authorized Debit Plan Agreement with a void cheque, copy of void cheque or a pre-authorized debit form from your bank:

  • By mail: Utilities Kingston, Attention: Customer Service Department, PO Box 790, Kingston, Ontario K7L 4X7
  • By fax: 613-546-7816
  • By email: info@utilitieskingston.com

Make a payment arrangement

Call our credit department at 613-546-1181, extension 2278, Monday to Friday, from 8 a.m. to 4:30 p.m.

Apply to the Preventative Plumbing Program

Utilities Kingston is suspending non-critical programs and services, until further notice. The Preventative Plumbing Program has been suspended. If your existing application is being placed on hold, we will communicate with you directly. Applications can be submitted online, but action will not be taken at this time.

Pay for water/septage hauling

Over the phone using a credit card, by calling 613-546-1181, extension 2337, Monday to Friday, from 8 a.m. to 4:30 p.m.

Purchase a backflow device test tag

Over the phone using a credit card, by calling 613-546-1181, extension 2337, Monday to Friday, from 8 a.m. to 4:30 p.m.

New service connections, water heater rentals, service area inquiries, etc.

Contact a services advisor by calling 613-546-1181, extension 2285, Monday to Friday, from 8 a.m. to 4:30 p.m.

Building access can be granted on an appointment basis. Our apologies for the inconvenience as we work to help contain the spread of COVID-19.

For all other inquiries, please contact 613-546-0000, Monday to Friday from 8 a.m. to 5 p.m.

RELATED: Stay up-to-date with the City’s COVID-19 Precautions page and find answers to frequently asked questions about COVID-19 on the KFL&A Public Health’s site.

Image source (stylized): Utilities Kingston