Account Services' regular business hours are 8:30 a.m. to 4:30 p.m., Monday to Friday.

The health and safety of our customers, communities and employees continues to be our top priority. To ensure this we have implemented a number of precautionary measures and controls to mitigate any potential risks:

• A limit of three customers is permitted in the premises at one time.
• Customers exceeding the limit will be asked to line up outside the building, adhering to the physical distancing markers.
• Customers will enter through the main Aquatera entrance and exit through the shared lobby entrance/exit.

As we follow the physical distancing practices, we ask that you please be mindful of increased traffic and customers on site.

Online Payments 
Remit your payment online. 

Financial Institution 
Remit your payment through telephone/internet banking with your financial institution. 

Preauthorized Payments 
Register for preauthorized payments. 

Mail-In Payments 
Aquatera Utilities Inc. 
11101 104 Avenue 
Grande Prairie, Alberta 
T8V 8H6 

If you have questions regarding your bill payment, please call Account Services at 780.538.0340. We are also actively monitoring our emails and LiveChat available on our website during business hours. 

For information on business hours visit www.aquatera.ca/contact/locations-map.

Residential meter repairs are suspended until further notice, unless there is confirmed property damage, the location is vacant or there is a risk to public health and safety.

Please be aware that some customers have been receiving suspicious phone calls indicating that they are from their utility provider. The caller claims the account holder is in arrears, and cash payments, gift cards or bitcoin must be made immediately or the utility account will be disconnected. This is a scam!

Aquatera does not take sudden action on billing arrears and will provide a final warning by mail and will deliver a shut-off notice directly to the service address before any disconnection occurs. If you are signed up for eBill, you would receive email notifications.

If you have any questions about your account, please call the Aquatera Account Services team at 780.538.0340.

Yes, your water is safe. The COVID-19 virus has not been detected in drinking water. Conventional water treatment methods that use filtration and disinfection, such as those used in Aquatera’s drinking water systems, are sufficient to remove and disinfect contaminants, including COVID-19.

Yes, Aquatera’s water treatment and delivery system is capable of treating and delivering up to 45 million litres of drinking water per day. Aquatera’s emergency response and readiness plans are in place and include provisions for providing a safe, continuous water supply during emergency conditions that includes community-wide illness. 

Aquatera’s emergency response and readiness plans are in place and include provisions for providing a safe, continuous water supply during emergency conditions that includes community-wide illness. 

The COVID-19 virus has not been detected in drinking water. Conventional water treatment methods that use filtration and disinfection, such as those in used in Aquatera’s drinking water treatment systems, remove and inactivate the virus that causes COVID-19. 

For more information, please visit the Center for Disease Control and Prevention (CDC) or The World Health Organization (WHO).

The impact of the COVID-19 pandemic has led to more people staying at home, resulting in lower occupancy and reduced water flow within some buildings and businesses. This reduced occupancy has led to a decrease in water use and could mean longer periods of water stagnation within the internal plumbing systems of buildings.

We recommend that facilities follow protocols appropriate to their buildings' systems which may include shutting down, draining and cleaning mechanical equipment where possible by flushing plumbing piping. The best way to make sure drinking water is safe after a period of prolonged vacancy or very low occupancy is to carry out proper maintenance and flushing procedures.

Here are some recommendations and guidelines to help ensure the water within your internal plumbing is safe. 

• Follow manufacturer's guidance for both shutdown and start-up of equipment.
• Perform maintenance on any filters and point-of-use devices according to the manufacturer’s recommendations such as cleaning and replacing cartridges.
• Flush and clean all water-use appliances such as ice machines, dishwashers, showerheads, sinks, faucets and toilets.

Resources:

• www.aquatera.ca/services/water-and-wastewater-treatment  
• https://cwwa.ca/covid-19-and-the-re-opening-of-buildings/#download  

No, Aquatera is confident that it can provide safe, continuous potable water to all its customers.

Yes, all bulk water stations remain open. For bulk water locations visit www.aquatera.ca/contact/locations-map

Yes, at this time there is no interruption to curbside garbage collection. Please ensure your garbage is placed curbside by 7 a.m. on your collection day. If you are not sure of your collection day, please check the Curbside Collection Calendar.

Yes, at this time there is no interruption to curbside recycling collection. Please ensure your recycling is placed curbside by 7 a.m. on your collection day. If you are not sure of your collection day, please check the Curbside Collection Calendar.

Yes, the Landfill and Landfill Transfer Station are open during regular business hours.

Aquatera Landfill

Customers will be required to exercise physical distancing practices and maintain a distance of 2 metres or 6 feet from other customers and staff members. Additionally, customers are asked to stay in their vehicle at all times, until directed by the Scale Operator. All cash and coin payments are suspended; only credit and debit payments will be accepted, and only if the card is present on site.

Landfill Transfer Station

Customers will be required to exercise physical distancing practices and maintain a distance of 2 metres or 6 feet from other customers and staff members. Operators will not be assisting in refuse offloading, unless customers require assistance due to health reasons. Additionally, the Recycle/Take Back Centre, where gently used items are dropped off for others to collect free of charge, will be closed until further notice.

Account and Commercial Customers

Customers will be required to exercise physical distancing practices and maintain a distance of 2 metres or 6 feet from other customers and staff members. Aquatera will resume the signing of tickets, using proper disinfection practices of pens and clipboards. Customers are encouraged to use their own pens to minimize contact.

Aquatera has implemented additional precautionary measures and safety protocols for all staff and facilities.  Please adhere to the guidelines provided by employees upon arrival on-site.

Yes, the Eco Centre remains open during regular business hours.

Customers will be required to exercise physical distancing practices and maintain a distance of 2 metres or 6 feet from other customers and staff members.

Customers recycling at the Eco Centre will be asked not to approach employees with their items, but to place their items on a platform where they will be collected and appropriately placed by Eco Centre employees.

Yes, our collectors will continue to collect additional, properly tagged garbage. If you do not have bag tags, they are available for purchase at the following locations: 

• Co-op New Horizon 
• Freson Brothers (North) 
• Safeway (North and South) 
• Call us at 780.538.0452 for more information

In addition to these precautionary measures, Aquatera has implemented safety protocols for all staff and facilities, including compliance with federal travel restrictions; enhanced cleaning and hygiene protocols; physical distancing practices; and masking in publicly accessible spaces on-site.

As a provider of essential services in the Grande Prairie region, Aquatera is committed to closely monitoring COVID-19 and providing further updates on the impacts this will have on its customers and communities. 

In the event of an emergency, please phone 780.882.7800.

To our valued customers, we have a VIDEO MESSAGE for you on behalf of Aquatera.

On April 17, 2020 Aquatera was honoured to help in coordinating a birthday parade for a little boy today with a convoy of his favorite thing, waste disposal trucks! What a great day to be able to bring joy to a little guy who was not able to have an ordinary birthday party. Big shout out to Prairie Disposal for helping to make this possible. Check out the VIDEO!