Our new billing system has been designed to improve your customer experience, offering a more user-friendly interface, enhanced security, and additional features to better serve your needs. The new billing system introduces several new features, including the ability to:

• View and edit your profile, contact information and mailing address,
• Link multiple accounts to one registered account and add guests to your account,
• View your billing history, account balance and statements,
• Set up automatic payments, customize your billing preferences and manage your wallet,
• View your water usage and water consumption profile,
• Add alerts for new bills, upcoming bills and past due bills,
• Submit requests,
• Set up multi-factor authentication to enhance your online safety.

These enhancements are designed to provide you with more control over your billing experience.

This ensures we are creating the utility account in the name of the person who will be responsible for paying for the service. Most lease agreements will state who is responsible for the utility (renter or the property owner). 

No, you are not able to change the date of your bill. Our meter technicians read your meter at a specific time of month depending on the area you are in. Once the information is gathered about your usage, it feeds into our billing process.  

A system error resulted in some fixed charges being unintentionally omitted from customer bills. As soon as we identified the issue, we began taking steps to correct it and inform affected customers.

The additional amount on your upcoming bill reflects the fixed charges that were missed during the affected billing period. This amount will vary depending on your account and service level, and it is based only on the charges that were not previously applied.

We understand that unexpected charges can be difficult. To support you, we offer convenient payment arrangements. Please contact our Account Services team at 780.538.0340 to learn more.

We’re strengthening our billing systems and processes to prevent similar issues in the future. We are also enhancing internal reviews and safeguards to ensure billing accuracy going forward.

Utility customers can pay their utility bill online with Visa, Mastercard, Visa Debit, and Mastercard Debit. This includes making one-time payments (must be enrolled), preauthorized payments, and payments through your financial institution. Customers can also make payments in-person at Aquatera's Head Office.

Aquatera is also introducing Interactive Voice Response (IVR), allowing customers to pay their utility bill over the phone in an automated manner. Call 780.538.0340 and press 6 to make a payment on your utility account.

To make a payment, log in to My Account, enter your eight character account number without spaces. To pay your account through online banking, select Aquatera as a payee and choose Aquatera Utility Bill, not Aquatera Utility Invoice, and enter eight character account number without spaces.

To better serve our customers, Aquatera offers the convenience of paperless billing with our eBill service! Sign up for eBill today and access your account anytime, anywhere; receive timely notifications when your new bill is available; and help us foster a greener environment by reducing waste.

To sign up, go to https://myaccount.aquatera.ca/login. 

If you have any questions or need support, please reach out to our Account Services team at myaccount@aquatera.ca, LiveChat feature at aquatera.ca, or 780.538.0340.

Sign into My Account, go into your profile and make the change there.

Bulk water customers can add funds to their online Flowpoint account with Visa or Mastercard, or in person at 11101 104 Avenue with Visa, Mastercard, debit, cash, or cheque.

No, if needing bulk water on occasion, customers can use the West Side or Dimsdale Bulk Water Stations. However, this is mainly for residential use due to contamination risk with vac trucks etc. For more information on bulk water, please visit our bulk water page, and check out this video to learn how to set up a bulk water account. You can also contact our Accounts Receivable at 780.830.7061 ext. 1 to discuss the right option for you.

Aquatera requests a security deposit at the time of account opening to help limit financial risk, ensuring funds are available to cover unpaid bills. All deposits are held in an interest bearing account until it is credited back, or used to pay outstanding bills. If a customer closes an account, they will automatically receive a refund of any amount left after payment of their final bill.

After 12 months (for residential) and 24 months (for commercial) of good payment history (no missed payments during that review time frame) you can email us to request a review of your account for a deposit refund.

In short, it's a simpler process to request deposits than to do credit checks. Additionally, you won't take the hit on your credit for a mandatory credit check when opening an account with us. 

This is for the time it takes time to set up your account, look through any previous billing history and have a technician do an initial read.

During regular business hours, you will be charged a $100.00 fee to cover the cost to have a metering technician come to your residence and turn on your water service. After regular business hours you will be charged a $200 fee.

The Infrastructure Charge is a contribution by new development, or re-development if service size is increasing, towards the costs of providing major water and wastewater infrastructure needed to support community growth. Learn more about Infrastructure Charges HERE.

The IC&I Fee charge is based on recycle fees for Grande Prairie commercial customers and helps fund waste reduction initiatives, like operating our Eco Centre.

Your bill may be higher than usual for a few reasons. The most common reason is a leaky toilet or faucet. Learn more about leaks in this blog post.

This is a great question. We understand why it may be confusing that it’s charged the same as wastewater that we need to treat. However, we are not able to tell if you’re using water to flush your toilet, do your dishes or water your lawn so we apply the same uniform charge to all consumption, which is based on the amount of water read on your water meter.

We work on a financial accounting system that ensure we recoup the costs of operating our systems to ensure they are sustainable. Our wastewater (sewer) system costs more to operate than our water system and therefore, has higher rates.

Your bill may be higher for a few reasons.

Our rates are uniform for everyone in the community you live in, however, your total bill amount will depend solely on the volume of water use per household. If the amount of water you use is higher than your neighbours, your bill will be higher.

Have you checked for leaks? One of the most common reasons for a high bill is a leaky toilet or faucet. 

No, Aquatera does not remove or deduct wastewater charges for customers filling pools or hot tubs. We apply the same uniform charge to all consumption, which is based on the amount of water read on your water meter.

Yes, you do. It is mandated by the City of Grande Prairie bylaw. On our end, it would be very complex to complete collections if we had to check which properties were not paying for service.

Our payment processor charges a fee to use their services. The fee covers payment handling and processing charges. Aquatera does not receive any part of the service fee. 

To avoid paying credit card fees, you have the following payment options:

• Make arrangements for preauthorized payments
• Make payments through your financial institution
• Make payments through Aquatera's My Account customer portal (Visa Debit or Mastercard Debit)
• Make automated payments over the phone through Aquatera's Interactive Voice Response (IVR) using Visa Debit or Mastercard Debit. Call 780.538.0340 and press 6 to make a payment on your utility account

To avoid paying credit card processing fees, bulk water customers can pay using one of the following options:

• Pay at the Aquatera Head Office using cash, debit or cheque
• Prepay invoice though online banking or cheque. To use this method please contact Aquatera’s Accounts Receivable department at 780.830.7061, Ext 1 or email accounts.receivable@aquatera.ca. 

Bulk water customers who pay in-person at the West Bulk Water Station (12109 97 Avenue) and the Dimsdale Bulk Water Station (711079 RR73) will not be required to pay credit card processing fees.

Aquatera charges a three per cent penalty on late payments. If your bill remains unpaid for five weeks after the due date, your water will be disconnected, and your account will be charged disconnection/re-connection fees.

We send out a reminder notice 12 days after your bill due date, which is due 10 days later. If payment is still not received, a final notice is delivered on the Wednesday after the reminder notice was due. Disconnection will occur the following week if your bill remains unpaid.

In addition to having your phone number on file, having your email address on file provides us with an alternative way to contact you if we are unable to successfully contact you by phone, or in-person.

This will be helpful for us and beneficial to you as a customer in many events:

• In the event of high water usage, if Aquatera is unable to reach you by phone or in-person, the ability to email you will ensure that you are informed of the situation in a timely manner.
• In the event of returned mail, having your email address on file will allow us to contact you to confirm the correct address.
• In the event that you have closed your account and your contact details have changed, having your email address will allow us to contact you and confirm where to deliver your refund cheque.
• The privacy of our customers is of the utmost importance to Aquatera.
• Your email address will not be released to any other parties, nor will you receive unsolicited emails.

For more information use our LiveChat feature, email myaccount@aquatera.ca or phone 780.538.0340.

Customers must be present to ensure that no taps are left on, to avoid or address any flooding or leaks, and to ensure h water is back on and flowing.

All our water meters use positive displacement technology, which cannot over-register. 

The measuring chamber fills up and then empties out, and since it is a known volume, we can calculate the consumption based on how many times it fills up and empties.

Learn more about our water meters.

You can reach our Account Services team at myaccount@aquatera.ca, LiveChat feature at www.aquatera.ca, or 780.538.0340. Our dedicated team is ready to assist you with any questions or issues you may have during the transition.