Utilities Kingston Announces COVID-19 Measures

Published on: 2020/03/18 - in Releases

RELEASE — Utilities Kingston is reassuring its customers during this uncertain and difficult time, and sharing information on operational changes to help contain the spread of COVID-19 in the community.

“We are committed to the continued reliability of critical utilities. Our customers can count on essential water, wastewater, gas, electricity and broadband networking services,” says Jim Keech, President and CEO of Utilities Kingston. “It is our highest priority to help ensure the health and safety of the community and our employees. We are making operational changes to follow advice from KFL&A Public Health and help contain the spread of COVID-19.”

Utilities Kingston’s senior leaders are actively reviewing business continuity plans. They are monitoring new developments and responding based on recommendations from KFL&A Public Health.

Please note: Time-of-use electricity rates and schedules continue to apply. These rates are set by the Ontario Energy Board, not your local utility company. Premier Doug Ford has indicated he is working with the Minister of Energy on the issue. Meanwhile, the Ontario Ministry of Energy has indicated it’s looking at programs and policies to best support electricity customers during this difficult time, and that information will be available in the coming days. Utilities Kingston is closely monitoring the situation.

Planned power outages are postponed

To help relieve some hardship for customers during this uncertain and difficult time, Utilities Kingston is postponing any non-essential planned power outages. This includes the wide-area outage planned in the University District and Alwington area on March 22.

Non-critical programs and services suspended to protect health and safety

Utilities Kingston is suspending non-critical programs and services until further notice, to help protect the health and safety of employees, and contain the spread of COVID-19 in our community.

The following are some of the programs and services that are suspended:

  • All public tours of our facilities.
  • Preventative Plumbing Program. If your existing application will be placed on hold, our program manager will contact you by email.
  • Proactive water, gas and electricity meter replacement programs. Urgent meter issues will be addressed and can be reported 24/7 to 613-546-1181.
  • Any other non-critical programs that require a visit from our employees to a home or business.

Utilities Kingston and provincial Save on Energy conservation programs will continue to accept applications, but site visits will be postponed. Applications that are underway will continue to be processed.


Utilities Kingston is limiting walk-in traffic to its facilities.

The public should contact Utilities Kingston online or by telephone. For non-urgent requests, use online channels to connect with Utilities Kingston, including the following:

Utility emergencies should continue to be reported using our 24-hour line at 613-546-1181.

Toilet paper shortage: know what to flush

The Kingston community is reminded: flush only the three Ps: pee, poo and toilet paper.

Wastewater treatment equipment is designed for toilet paper and human waste. Flushing other items, like facial tissue, paper towel and wipes, causes equipment to fail, poses a health and safety risk to staff – and can even put your home at risk of sewage back-ups. Place these items in the trash instead.

Learn more on what not to flush

Your energy use and utility bill

As residents spend more time at home, their utility bill and energy use may be impacted. Utilities Kingston is here to support its customers.

First and foremost, before falling behind on utility bill payments, customers are encouraged to contact Utilities Kingston for assistance at 613-546-1181, extension 2278, Monday to Friday from 8 AM to 4:30 PM.

Please remember that time-of-use pricing, set by the Ontario Energy Board, applies.

Taking steps to conserve energy will help manage your energy bills. Visit the Utilities Kingston website to learn about actions you can take today.

Customers should also consider registering a MyUtilities account online to help monitor water and energy use, and manage their utilities. Get started at my.utilitieskingston.com – have your account number and the amount of the most recent payment ready.

Stay up-to-date on the most recent utility information at UtilitiesKingston.com

Logo source: Utilities Kingston