Tax and utility e-billing

Suburbs

The city's e-billing service keeps tax and utility accounts and bills organized in one convenient location. Customers can access the self-service portal anywhere, anytime from a desktop or tablet device.

Log in to e-billing

Tax and Utility e-Billing delivers your bill, your way.

  • Receive an email notification when your bills are ready to view
  • View bills online
  • Track utility consumption
  • Access your account 24-7
  • Download and print your bills
  • Request customer service support

Register today

  1. Visit www.kitchener.ca/ebilling
  2. CLICK Register Now.
  3. COMPLETE the fields using your most recent Kitchener Utilities or City of Kitchener property tax bill.
  4. READ and ACCEPT the Terms and Conditions.
  5. CLICK Submit.
  6. CHECK your inbox for a verification email.
  7. CLICK the verification link and ENTER your username and password.
  8. CONFIRM your accounts for e-Billing to complete your registration.

Need help? 

Review the e-Billing FAQs for information about: 

  • Registration
  • Forgot password
  • Support
  • Viewing bills and account information
  • Plus more

Revenue Customer Service is available Monday to Friday from 8:30 a.m. to 5 p.m. by email or phone at 519-741-2450.

Frequently asked questions

Registration

How do I register for Tax and Utility e-Billing?
  1. Visit www.kitchener.ca/e-billing
  2. Click Register Now.
  3. Enter the appropriate information into each field using your most recent City of Kitchener Property Tax or Kitchener Utilities bill
  4. Click the Terms and Conditions button. Read and accept the terms and conditions
  5. Click Submit.
  6. You will receive an email with an account validation link. Click the link to activate your account.

Note: this link is valid for 24 hours.

Once your account is activated, you may login using the credentials used to create your account.

e-Billing is only available to Account Holders. Third parties, such as property management firms, payment processors and other agents are not eligible for registration on behalf of an account holder under the terms and conditions of e-Billing. Any use of this service by someone other than the named Account Holder will result in the e-billing account being suspended and/or cancelled and regular paper billing will resume.

What information do I need to register?

All you need is your most recent City of Kitchener Property Tax or Kitchener Utilities bill

If you've recently moved and haven't yet received a bill or plan, contact Revenue Customer Service to register.

How do I enter my bill ID?

The bill ID is located in the top right corner of your bill. Enter the first nine digits after 'SEQ ID'.

  • Sample ID: SEQ ID - 912876890-090-12334-317
    • Enter - 912876890 into the Bill ID field.
How do I enter the Bill Issue date?

Use the calendar icon to select the bill issue date.

How many characters should my password have?

Your password must have a minimum of 8 characters, at least 1 upper case, 1  lower case and 1 number.

I'm trying to submit my registration, but the checkbox beside 'I accept the Terms and Conditions' isn't available.

Click on the Terms and Conditions button to review the terms. Once you've reviewed the terms, you'll be able to check the I Agree box and submit your registration.

Who can register for an account?

Any account holder can create an e-Billing account.  If your name does not appear at the top of the bill, register with your name as it appears on the stub portion of the bill.

e-Billing is currently only available to Account Holders. Third parties, such as property management firms, payment processors and other agents are not eligible for registration on behalf of an account holder under the terms and conditions of e-Billing. Any use of this service by someone other than the named Account Holder will result in the e-billing account being suspended and/or cancelled and regular paper billing will resume.

How many people can manage one account?

Each account holder can create an e-Billing account to view bills, payment and consumption history. Only the Bill Recipient can change the bill delivery settings. All account holders can still make changes to the account by contacting Revenue Customer Service or Kitchener Utilities.

I just moved in! Can I sign up for e-Billing?

Yes, call 519-741-2450 or email revenuecustomerservice@kitcnener.ca to register. We're open Monday to Friday from 8:30 a.m. to 5 p.m. 

Support

Forgot your username?
Please call 519-741-2450 to retrieve your username. Revenue Customer Service is open Monday to Friday from 8:30 a.m. to 5 p.m.
Forgot your password?
  1. Visit the Login page and select Forgot Password
  2. Enter your username or email address.
  3. A temporary password and link will be sent to your email.
  4. Click the link, and you will be prompted to change your password.
  5. The 'Old Password' is the temporary password that was sent to you via email.
  6. Your new password must contain a minimum of 8 characters consisting of:
    • At least 1 upper case letter (A-Z)
    • At least 1 lower case letter (a-z)
    • At least 1 number (0-9)
    • Must not be one of the previous 5 passwords
How do I unlock my account?
If you have entered your personal password incorrectly and receive the error 'Password log on no longer possible - too many failed attempts' you may use the Forgot Password functionality to reset your password. If you have entered the temporary password provided to you via email incorrectly and locked your account, please email Revenue Customer Service or call 519-741-2450 to reset your username. Revenue Customer Service is open Monday to Friday from 8:30 a.m. to 5 p.m.
I'm having trouble--who should I contact?
  1. For billing and account inquiries, submit a Customer Service Request through Tax and Utility e-Billing
  2. Call us at 519-741-2450 (Monday to Friday from 8:30 a.m. to 5 p.m.)
  3. Email us at revenuecustomerservice@Kitchener.ca

For Rental Water heater, Natural Gas appliance financing or other Kitchener utilities program inquiries:

  1. Call us at 519-741-2626 (Monday to Friday from 8:30 a.m. to 5 p.m.)
  2. Visit www.kitchenerutilities.ca

For Equipment Repair and Service, including 24 hour Gas and Water Emergencies:

  1. Call us at 519-741-2529 (Monday to Friday from 8:30 a.m. to 5 p.m.)
What details do I need to include in my request for assistance?
To help us serve you better,  please include as much detail as possible, including:
  • Account number
  • Detailed description of the trouble you're experiencing.
How will I receive a response to my question?

If you submit a request through the e-Billing service, you will receive an email notification when a response is posted. Log into the e-Billing service to view the response.

If you sent an email to revenuecustomerservice@kitchener.ca, you will receive a response via email.

Can I view a history of my questions and responses?

Yes, you can view your inquiry and response history  for questions submitted through the e-billing portal by navigating to Customer Service or Contact Us. On the left hand side of the pop-up window, there is a clock icon. Click on the clock icon to view a history of your inquiries and responses. From the list of inquiries, you can select the inquiry you're interested in. The customer message and customer response details are displayed.

How come I only see 5 items on each page?

Only five records are displayed on each page. To view more than five records, click the arrows, or numbers, at the bottom of the screen to scroll to the next set of records.

What web browser should I use?

Windows

  • Internet Explorer 11 or higher
  • The latest version of the following browsers:
    • Microsoft Edge
    • Mozilla Firefox
    • Google Chrome

macOS - minimum version 10.8

  • Latest version of:
    • Safari
    • Google Chrome
    • Opera
Can I change the date display in the e-Billing service?

Depending on the browser and system you are using you can manage the formatting of dates within the e-Billing service.  To change the date format, go to the Options menu of your browser and look for either Date/Time setting or Language Settings. Adjusting these defaults will change how dates are displayed in the e-Billing service

How do I view a PDF?

When opening a bill document in PDF format, the document may present differently based on the personal settings of your web browser. The document may open within a new tab of your browser or in Adobe Acrobat Reader.

If you are trying to view the pdf of a bill very recently generated and you have not yet received an email notification that it is ready for viewing the pdf may not be available yet. You will receive an email notification when the bill is ready for viewing.

Can I change the date display in the e-Billing service?

Depending on the browser and system you are using you can manage the formatting of dates within the e-Billing service.  To change the date format, go to the Options menu of your browser and look for either Date/Time setting or Language Settings. Adjusting these defaults will change how dates are displayed in the e-Billing service

Can't Login?

Below are a few tips to troubleshoot login issues:

  1. You receive the message 'Please complete all required fields' but you have already entered your username and password.
    1. If you are using Chrome, remove the saved password and disable saving passwords for www.kitchener.ca/ebilling and then refresh the screen. Ensure the username and password fields are white, not highlighted in yellow and type in the username and password.
  2. Passwords are case sensitive
  3. If you are copying/pasting a temporary password, ensure you do not have any extra spaces before or after the password.
  4. If you are using a temporary password and prompted to change your password:
    1. The 'Old Password' is the temporary password
    2. Your new password must contain a minimum of 8 characters consisting of:
      • At least 1 upper case letter (A-Z)
      • At least 1 lower case letter (a-z)
      • At least 1 number (0-9)
      • Must NOT be one of the previous 5 passwords

E-Billing

What is e-Billing?

e-Billing delivers your bill electronically through a secure customer portal. Electronic copies of your bills are saved and can be reviewed at any time. When you register for e-Billing, you will not receive a paper copy of your bill through traditional mail.

What are the benefits of e-Billing?

e-Billing allows you to keep track of and manage all your utility and property tax accounts anywhere, anytime. For your convenience, bill notifications are delivered right to your inbox. You can also track your utility usage over time; submit meter readings and access customer service online. Plus, save paper and trees!

Is e-Billing secure?

Yes, the Tax and Utility e-Billing portal is secure. All information is stored on the City of Kitchener network protected by several safety features.

Manage My Accounts

How do I manage my account information?

You can manage your contact information, e-Billing settings and change your password through through the Settings feature. For other account changes, contact Revenue Customer Service at 519-741-2450 or revenuecustomerservice@kitchener.ca

What accounts will I have access to?

You will have access to all your City of Kitchener Property Tax and Kitchener Utilities accounts where you are the account holder. If you own or rent multiple properties in the City of Kitchener, you will see information for them all through a single e-Billing login.

You will NOT have access to an account unless you are an account holder. Authorized parties or those who have signing authority cannot register for e-Billing.

How do I change my contact information?
  1. From the homepage, click Settings.
  2. In the Contact Information box, click Edit.
  3. Make the necessary changes to your contact information.
  4. Add or remove entries using the + and - signs.
  5. You can indicate the default contact for each type using the radio button beside the entry. Your e-Billing notification emails will be sent to the default email address.
How do I change my bill delivery settings?

To edit the setting for an individual account:

  1. From the homepage, click Settings.
  2. Under the Enroll Your Accounts in e-Billing section find the account you would like to change.
  3. Select or deselect thee checkbox in the e-Billing column.
  4. Agree to the terms if applicable.
  5. Click Submit. Your settings will be updated immediately.

To edit the setting for all accounts:

  1. Select or deselect the checkbox in the e-Billing column which will change the setting for all accounts you are the bill recipient for.
  2. Agree to the terms if applicable.
  3. Click Submit. Your settings will be updated immediately.
How do I change my password?
  1. From the homepage, click Settings.
  2. Click the Change Password tab.
  3. Enter your old password.
  4. Enter your desired new password in the New Password and Repeat Password fields.
    Your new password must contain a minimum of 8 characters consisting of:
    • At least 1 upper case letter (A-Z)
    • At least 1 lower case letter (a-z)
    • At least 1 number (0-9)
    • Must NOT be one of the previous 5 passwords
  5. Click Save. You'll receive a message confirming that your password has been changed.
Why can I only change the bill delivery settings on some of my accounts?

You can only change the bill delivery settings on an account if you are the designated bill recipient. If you are not the designated bill recipient, you can view the settings but not make changes.

To change who the bill recipient on your account please contact Revenue Customer Service by phone or email.

Why will only some of my accounts be enrolled in Tax and Utility e-Billing?

Each account has a designated bill recipient. This is the customer to whom mail is addressed  (whose name and address appear at the top of the bill and in the mailing window of the envelope). This customer manages the bill delivery settings for the account. If they register for e-Billing they may update the settings accordingly.

To change the mail recipient on your account please contact Revenue Customer Service.

Can I still receive a paper bill for one of my accounts?

Yes, you can manage bill delivery methods in Settings.

  1. Log into Tax and Utility e-Billing.
  2. Click Settings.
  3. In the bottom portion of the screen, you can adjust your bill delivery settings. If you deselect e-Billing, your bill will revert to paper delivery.

Account Details

How do I find my account balance?
  1. From the homepage, click Account Details.
  2. Select the account you want to view from the Utility Account/Property Roll drop-down menu.
  3. The current balance is listed in the top right corner.
How do I see what services are billed to my account?
  1. From the homepage, click Account Details.
  2. Select the account you want to view from the Utility Account/Property Roll drop-down menu.
  3. For the selected account, the associated services are presented in the chart.
  4. To view additional details for the selected service, scroll through the tabs below the chart.
What details can I view for each service?

For all services, you can view the following:

Account Details

  • Start Date (Move in date) -Your e-Billing account will only show data from April 2016 and onwards. The City of Kitchener installed a new billing system and all data recorded before April 2016 will not display on the e-Billing portal.
  • End Date (upcoming move out date) - last day your account will be billed for the associated services.

 Bill recipient and mailing address

For Water and Gas services, you can view the following:

Consumption history

  • Gas - shows consumption history by cubic meter beginning in Fall 2016
  • Water - shows consumption history by cubic meter beginning in Spring 2016

Meter reading history

  • Shows all readings, which may or may not have been billed

Enter a Meter Reading

  • Allows you to enter your own meter reading

Upcoming scheduled meter readings

  • Shows when your next meter read is planned

For Stormwater services, you can view the following:

  • Current stormwater credit details
  • Submit a Stormwater credit application

For Property Tax services, you can view the following:

  • Assessment history for current and previous two years

Viewing Your Bill

How do I view my bills?
  1. Log into Tax and Utility e-Billing.
  2. Click  Billing Details.
  3. Select the account you want to view from the Utility Account/Property Roll drop-down menu.
  4. All invoices associated to the selected account are displayed in the chart.
  5. In the Action column, click on the Adobe PDF icon beside the bill you wish to view.
  6. The pdf bill will  download to your computer or open in a new tab or in Adobe Acrobat depending on your web browser.

Note: If you are trying to open the pdf of a recently generated bill and you have not yet received the email notification to let you know your bill is ready, the pdf may not be ready for viewing. You will receive an email notification when your bill is ready for viewing.

Can I save and/or print my bill?

Yes, when you click on the pdf it will either open in a new browser tab or in Adobe Acrobat. Use the Adobe Acrobat functionality to print or save the document.

How do I view historical bill information?

All invoices generated on your account since April 2016 will appear in the chart under the Billing Details tab. The portal holds at least two years of billing history.

I moved--will I see bill information for my old account?

Yes, you will continue to have access to all invoices generated on your account since April 2016, even after your final billing.

Paying your bill

Can I make a payment through Tax and Utility e-Billing?

Payments CANNOT be made through Tax and Utility e-Billing at this time. The following payment options are available:

  1. Pre-Authorized payment
  2. Online or telephone banking through your financial institution
  3. In person at Kitchener City Hall, main floor (cash, cheque or debit)
  4. Payment boxes located at 200 King St. W, Kitchener (Young St. entrance in front of City Hall and the City Hall Rotunda).
  5. Through a banking machine or at a bank teller at most of the chartered banks in the Kitchener-Waterloo Area.
  6. By mail addressed to:
THE CORPORATION OF THE CITY OF KITCHENER
FINANCE AND CORPORATE SERVICES, REVENUE
DIVISION
PO BOX 1113
KITCHENER ON N2G 4R6
Where can I view payments I've made?
  1. From the homepage, click Payment Details.
  2. Select the account you want to view from the Utility Account/Property Roll drop-down menu. All payments made on the account since April 2016 will be presented.
When will payments be visible in Tax and Utility e-Billing?

Payments are visible as soon as they are processed by the City of Kitchener (generally two business days after they are submitted).

Viewing Consumption History for Gas and Water Services

How do I view my consumption history?
  1. From the homepage, click Account Details.
  2. Select the account you want to view from the Utility Account/Property Roll drop-down menu.
  3. For the selected account, the associated services are presented in a chart.
  4. Click the Consumption History tab.

Note: Consumption history is available for gas beginning Fall 2016 and water beginning Spring 2016. If there are multiple meter reads within the month, your bill may show seperate"periods"  with consumption for each period.

Meter Reading

How to I submit a meter reading?
  1. From the homepage, click Account Details.
  2. Select the account you want to view from the Utility Account/Property Roll drop-down menu.
  3. For the selected account, the associated services are presented in a chart.
  4. Click the Enter Meter Readings tab.
  5. In the Enter new Reading section, select the appropriate date and enter your reading. View the gas meter reading instructions and water meter reading instructions for additional information.
  6. Click Save.
Do I need to submit a meter reading?

In most cases customers do not need to submit a meter read. Kitchener Utilities reads gas and water meters each month. Occasionally, we may not be able to get a reading if  the meter is blocked or inaccessible. If we  are unable to get a reading, the meter reader will usually leave a card asking you to submit a read. You can now submit your response to these requests through the e-Billing service instead of calling or emailing Customer Service.

How do I read my gas meter?

Review the gas meter reading instructions for more information or call 519-741-2450.

How do I read my water meter?

Review the water meter reading instructions for more information or call 519-741-2450.

How do I view my meter reading history?
  1. From the homepage, click Account Details.
  2. Select the account you want to view from the Utility Account/Property Roll drop-down menu.
  3. For the selected account, the associated services are presented in a chart.
  4. Select the Gas or Water service for which you want to view history.
  5. Click the Meter Reading History tab.
  6. Meter reading history and consumption is displayed back to April 2016.
How can I see my scheduled upcoming meter reads?
  1. From the homepage, click Account Details.
  2. Select the account you want to view from the Utility Account/Property Roll drop-down menu.
  3. For the selected account, the associated services are presented in a chart.
  4. Click the Upcoming Meter Readings tab.
What is a scheduled meter reading window?

Each account is set on a monthly meter reading schedule to ensure we read and bill at approximately the same time each month. The scheduled meter reading window reflects your billing schedule and the monthly time period in which we plan to read your meters and bill your account. Customer submitted meter readings are only permitted within this window.

Will my submitted meter reading appear on my bill?

Submitted meter readings are used to calculate  your final bill. All meter readings whether captured by a meter reader in the field or provided by a customer are subject to validations to ensure readings are accurate and reasonable. These validations include comparisons to your past consumption to reflect your own usage patterns.

As a result of the validation process, your submitted read may or may not be used for billing purposes.

Stormwater Credits

What is stormwater and why am I billed for this utility?

Stormwater is runoff water that flows over hard surfaces (rooftops and driveways) into a drainage system. Stormwater management is necessary to control erosion, flooding and water quality and to protect our watercourses.  The stormwater fee is based on a tiered flat fee model, which is calculated based on property type and size.  The stormwater fee appears on monthly utility bills.

What is a stormwater credit?

Stormwater credits are available if you control stormwater on your property using best practices like installing rain barrels and cisterns to catch stormwater. Property owners can apply for stormwater credits for up to 45 per cent of the stormwater portion of their utility bill. If approved, credits will be applied within 60 days of the application date. For more information on the stormwater credit program, visit the city's website.

How do I submit a Residential Stormwater Credit Application?

Complete the residential application form if you own:

  • a single detached home
  • semi-detached home
  • town home
  • condominium
  • duplex, triplex, four-plex or five-plex home

You can also submit your application through the e-Billing service, by logging in and navigating to Accounts. Selecting the stormwater service for which you want to apply for credit, and selecting the Stormwater Credits sub-tab. From here you can launch your personal stormwater credit application.

You can also find more information about the Stormwater credit program or download a pdf copy of the application on our Residential Stormwater Credits page.

How do I submit a Non-Residential Stormwater Credit Application?

Complete the non-residential stormwater application if you own:

  • industrial property
  • commercial property
  • retail property
  • institutional property
  • multi-residential buildings with more than five  dwelling units

Applications for non-residential stormwater credits must be submitted through the pdf application and cannot be submitted through the e-Billing service. Once your application is approved, you will be able to view the details of your stormwater credits through e-Billing.

Additional Billing Features

What are notifications?

Notifications are used to notify customer of important account information: The following alerts are presented:

  • Upcoming due date - alert presented for due date within the next seven (7) days
  • Upcoming Pre-Authorized payment - alert presented for withdrawal date within next seven (7) days
  • Overdue payment - alert presented for each overdue invoice
  • Inaccessible Meter - alert presented if we are unable to read your gas or water meter, removed when an actual read is received.
  • Returned mail - if we receive returned mail for an account an alert will be presented here until mailing address information is confirmed/updated.

NOTE: notifications are not delivered by email. The customer must sign into the e-billing site to view all account notifications.

Can I change the notifications presented to me?

At this time, the notifications presented within e-Billing cannot be managed by customers.

Contact Us