At the City of Kitchener, we’re working hard to make sure important programs and services continue during the COVID-19 pandemic. This includes critical services like drinking water delivery, fire response, snow plowing, by-law enforcement, natural gas distribution, sanitary and stormwater services and more. We’re also maintaining important community and recreation programs to help keep you happy and healthy during the winter months. In some cases, COVID-19 may impact City of Kitchener service levels. These changes reflect new provincial and public health guidance and, in some cases, reduced staffing levels. We thank you for your patience as we work to keep our residents and staff safe and continue providing service that matters in this community.

Many of our services can be completed online or by phone. See below for a listing of services available online or by phone, a list of services available in-person by appointment only and additional service information you may find helpful. 

Residents are encouraged to use phone and online services for general inquiries, applications, and/or payments, and to mail-in applications and/or payments, where possible.  

Services available online or by phone:

Revenue
Transportation 
  • Transportation and traffic related inquiries

Legislative services

Community Services 
Paying a parking ticket
If you receive a parking ticket, you can pay your fine using any of the following methods:
  • Online
  • By mail
  • Payment box outside city hall
Find more details on our parking ticket payment page.
Property taxes and utility bills

To help offer some financial flexibility to those significantly impacted by the COVID-19 pandemic, the City has implemented the 2021 Property Tax Installment Deferral program, an application-based property tax deferral program. The new program, launched in April, allows residents and businesses to apply to extend 2021 May and final tax bill due dates by 60 days. Learn more about the program.

Payment options

Pre-authorized payments

To cancel your pre-authorized payments, please submit a request at least 14 days before your next payment date. You can submit a request through our revenue division.

Building 
Letter of zoning compliance
To obtain a letter of zoning compliance before purchasing or leasing a property, send the application via email to our planning staff. 

We accept payment via cheque. You can send a cheque by mail or courier to City Hall attention: 6th floor, Planning Division. Please refer to the type of application you are submitting (a letter of zoning compliance) and reference the address or business name that the application relates to.

Zoning occupancy certificates
To obtain a zoning occupancy certificate, send an email to our planning staff.

We accept payment via cheque. You can send a cheque by mail or courier to City Hall attention: 6th floor, Planning Division. Please include a reference to the application the payment pertains to.

Land development applications

We are accepting new development applications in the following digital formats:

  • by email
  • uploaded to our ShareFile service

If you need access to our ShareFile service, please send us an email.

Your application should include:

  • copy of the application form
  • photocopy of cheque payment
  • any other required documentation

Mail or courier the original, signed application form and cheque to City Hall, to the attention of the Planning Division.

There may be delays and limitations on finalizing staff reports and approvals due to:

  • current restrictions on community engagement
  • suspension of committee/council meetings
  • other provincial directives beyond our control

We appreciate your patience. If you have any questions or need help with this process, please contact us.

Please visit the land development applicationsite plan or pre-submission consultation pages for more information.

Kitchener Utilities
  • Rental Water Heaters – repairs and service by phone 741-2529 
  • Water and Natural Gas Service Repairs – by phone 741-2529 

Trained technicians are continuing in-person appointments for utility services.

Here’s how we’re keeping you safe:

  • Only healthy staff are deployed to service appointments and show no signs or symptoms of illness
  • Staff are maintaining 2 metres of physical distance from residents
  • Hands and tools are sanitized
  • Staff are wearing masks and if necessary, gloves

Here’s what you can do:

  • Open gates and doors for staff so they do not need to have contact with these surfaces
  • Physical distance by maintaining 2 metres of separation while staff perform their work
  • If possible, position the occupants in your home in a different room from where staff are doing work
  • Avoid “hovering” over staff while they perform their work
  • Consider wearing a mask

For more information, visit Kitchener Utilities.

Sign permit applications
Kitchener City Council approved extending immediate short-term economic relief measures to support residents and businesses including waiving temporary sign permit fees up to and including December 31, 2020.

Please email sign permit applications along with any questions to our planning division.

Services available in-person by appointment only

City Hall will allow in-person appointments for marriage licenses and burial permits only.

Only those with an appointment, that have passed the online pre-screening questions will be granted access to City Hall.

Public access will only be permitted on the ground floor of City Hall – appointments will be held at the Welcome Centre and Revenue Counter. Residents booking appointments will be required to complete both pre-screening questions when booking and on arrival to City Hall. 

Complete the appropriate appointment request form below. You will be asked to select a service, date, and time as well as provide your name, contact information and additional information related to your request. The form includes a COVID-19 health screening question. Health screening will also occur at the time of your appointment. How to book an appointment  

Alternatively, you can complete this process by phone, by calling the City’s Corporate Contact Centre at 519-741-2345.  

Additional service information

Downtown and hospital area parking

Parking locations that are open:

  • Duke & Ontario garage
  • Charles & Benton garage
  • All downtown and hospital area city-owned surface lots
  • Some downtown on-street parking

We encourage digital, cashless payments to help fight the spread of germs on cash and physical infrastructure. For those who must go out (whether to work or for supplies), if you need to park, please remember to use the Passport Parking app whenever possible to pay for on or off street parking.

Parking locations that are closed for daily parking:

  • City Hall garage
  • Kitchener Market garage
  • Civic District garage (KPL/Centre in the Square)
  • On-street parking on King Street between Frederick Street and Francis Street

Free parking is available in city surface lots after 5 p.m. Monday through Saturday and all day Sunday. If you have a city-issued transponder or mirror permit, you still have access to your parking facility.

Monthly parking permits

You can suspend your parking permit without fear of losing your parking space. Please contact our parking staff, and include the following information:

  • Full name
  • Customer account number
  • Parking facility where you currently park

When normal operations resume, and upon your request, we will reactivate your parking permit.

Wider sidewalks downtown

To help make room for physical and social distancing, we have made the sidewalk on King Street wider. Between Frederick Street and Francis Street, we have added barriers to expand the sidewalk into the on-street parking spaces. During the summer, we usually use these bollards to create patio spaces.

Cars, bikes and trucks are still allowed on King Street. If you need to drive downtown to pick something up, you can park curbside for 15 minutes. We ask that deliveries take place in lane-ways and on side streets.

Public washrooms downtown
Washrooms at the former bus terminal located at Charles and Gaukel streets are closed.
Refunds for programs

Refund methods vary by payment type. We will process refunds as soon as possible, but there may be some delays due to the volume of refunds.

  • Credit card: we will refund your purchase to the credit card registered to your Active Net account. Please check your account information to verify the credit card information is correct.
  • Debit, cheque and cash: we will add a credit to your Active Net account. If you want a refund of this credit, please email us with the following information:
    • Full name
    • Phone number
    • Full mailing address

Please log in to your ActiveNet account to update your account information. This will help us refund your payment quicker.

We are suspending any related memberships during this period. Your expiry date will be extended once facilities reopen.

Summer programs, including camps, are scheduled to continue as planned. We will update this page as future decisions are made.

Leisure access funds

You will receive a credit to your account if you paid for part or all of your program registration using leisure access funds.

If you paid for the full amount with leisure access funds, you will receive a credit for the full amount. If you also used a different payment method, you will receive a partial credit and partial refund as outlined above.

Facility rentals and events

All city buildings are closed and all events are cancelled during the provincewide shutdown. If you have a question about your specific event or rental, contact the city staff member you booked a facility through.

Bylaw enforcement

We will continue to enforce any bylaws related to the health and safety of residents. Staff are proactively addressing and responding to parking enforcement requests that are safety-related.

If you have any questions or need to report a problem, call 519-741-2345 or send us an email.

To file a noise complaint, call the Waterloo Region Police Service at 519-570-9777.

City staff are working

City of Kitchener staff are still working to provide critical services during this time.

Construction

The Ontario Government determined construction and maintenance of roads, watermains, sewers and other critical municipal infrastructure is essential. All non-essential construction projects are paused. All contractors working on critical projects for the City of Kitchener employ policies and procedures to protect the health and wellness of workers and the community in general as part of the contractor's Health and Safety Plan and in accordance with Ministry of Labour guidelines.

Garbage and recycling

Waste collection is a critical service provided by the Region of Waterloo. Please continue to sort, prepare and place your items on the curb for 7 a.m. on your collection day.

You can fill out this form if you run into any issues with curbside collection.

Public transit

Grand River Transit is operating buses, MobilityPLUS and ION trains.

Visit Grand River Transit for more information and trip planning.

Roads, traffic and sanitation services
Core services are returning to near-to-normal service delivery however, services may still be impacted by the city’s ongoing response to COVID-19.
Sidewalk maintenance

The city’s 2020 sidewalk maintenance program includes temporary repairs only.

Snow and sidewalk clearing

You may notice some changes to the frequency of snow removal this winter as COVID-19 impacts service levels. Reduced staffing levels and new guidelines means delivery of this program may look different.

To ensure sidewalks in our city remain safe enough for community members to use, we ask that residents continue to clear snow on sidewalks around their property within 24 hours after a snowfall. We appreciate your patience and understanding.

Special council meetings

Electronic special meetings of council may be scheduled as needed to ensure the business of the city can continue to move forward. Check our council calendar or follow us on social media to get updates.

Kitchener is part of the Regional Municipality of Waterloo, which means that some of the services that are provided to citizens are the responsibility of the city and others are the responsibility of the region.

Residents pay taxes to both orders of government and both the city and the region have councils that set their individual budgets.

The following chart outlines and provides quick links to some of the key areas of responsibility for the City of Kitchener and the Region of Waterloo.