Accidental Water Leak Adjustment

The City’s Accidental Water Leak Adjustment Policy (PDF) provides one-time financial support for residents, residential tenants who are Alectra Utilities account holders and non-profit organizations who have experienced an unintentional water leak due to failed plumbing, such as a leaky toilet or faucet.

Under the policy, an accidental leak is defined as an unintentional water loss caused by broken and/or malfunctioning plumbing fixtures and/or pipes within a residence or building. 

An extension for paying water and wastewater bills will not be provided because of a pending adjustment request. Residents are advised to pay the full amount of the accidental high-water bill within the normal payment period while your adjustment request is being investigated or enter into a payment arrangement with Alectra Utilities for the accidental high-water bill amount to remain in good standing on all current billings. 

Eligibility

To be eligible for the City's accidental water leak adjustment:

• the water usage must exceed two times (200 per cent) the average consumption from the previous year due to an accidental leak and the water and wastewater account with high consumption charges must be in good standing.
• all reasonable efforts, including hiring a plumber to locate the leak and initiate repairs, must be taken within 60 calendar days after receiving the water bill indicating the leak or through initial notification of increased water usage provided by Alectra Utilities.
• you must apply online for an accidental water leak adjustment within 120 calendar days after the date of final repair(s). Failure to request a review within this period waives your opportunity for an adjustment.
• all leaks must be repaired and verified with an actual meter reading(s) by Alectra Utilities following the date of repair(s). 

Not all applicants will qualify for an adjustment to their account. An adjustment will not be granted for the following reasons:

• The property is institutional, commercial, industrial and an income-producing residential rental property.
• Usage is above the average monthly consumption due to seasonal use, including, but not limited to, irrigation, lawn watering, gardening, filling swimming pools, hot tubs or spas, washing vehicles, etc. These services are knowingly being used and not considered accidental.
• The request is due to theft, vandalism or construction damage.
• The leak was caused by a third party from whom the customer can recover their costs.
• The property is unoccupied and/or vacant for 72 hours or more. If the resident will be away for an extended period, they must always consider shutting off the home’s water supply (except for where water is used for heating purposes) and draining all pipes and appliances.
• The meter reading is identified as high-water usage after two consecutive estimated billings, also known as a “catch-up” bill.

Application process:

1. Contact Alectra Utilities at 1-833-253-2872, Monday to Friday from 8:30 a.m. to 4:30 p.m.
2. Alectra Utilities will perform a preliminary scan to determine if:
   1. the customer has received an adjustment previously.
   2. the water usage exceeds two times (200 per cent) the average of the billing period, similar to the previous year, due to an accidental leak.

3. If the above criteria are met, apply for an accidental water leak adjustment online within 120 calendar days after the date of final repair(s) to fix the leak.  

    

   Please note that if the application is not completed in full or does not contain all the necessary attachments deemed satisfactory by the City, the request will be returned to the resident.

Calculating the adjustment

Adjustments will be based on 50 per cent of the water and wastewater consumption amount exceeding the average of the similar period from the previous year. The adjustment will appear as an account credit up to a maximum of $5,000. No refunds will be provided.

Example:

As per the above example, you would receive a credit of $156.37 on your water and wastewater account.