Water Billing and Rates

The Region had been using an older Water Billing system to provide billing and customer services for water and sanitary sewer services.

Since implementing the original Water Billing application, the Region has grown significantly.

The original Water Billing application had significant technology limitations that made its replacement a necessity in order to meet the needs of our customers and the Region.

However, you can continue to use your old account number if you currently pay online through your bank. You do not need to contact your financial institution; your previous Durham Region account number automatically links to your new account number.

You also do not need to use your new account number when calling into the Region’s Water Billing Customer Service line.

Important to note: Your will need your new account number to sign up for MyDurhamWater. 

With the new water billing system, water bills are now sent daily instead of weekly. Because of this change, your Durham Region water bill may have arrived a few days earlier or later than usual.

However, you are still billed based on your water usage from the date of your last water meter reading to your current water meter reading, which is our standard business practice.

With the original system, service charges were fixed and based on a set number of days. With the new water billing system, the service charge will now be prorated based on the number of days between meter reads. Therefore, the service charge could also vary somewhat depending on when the meter reads were taken.

Should you find your bill amount is significantly different than usual with your first bill, it could be due to a change in when bills are issued in the new water billing system.

Because of this change, depending on when your first bill was issued, extensionra charges may have resulted. 

Future bills, however, will be issued on the usual quarterly basis and the amount charged will be based on the usage between meter reads, which is our standard business practice.

Important to note: Although the amount on your first bill may be higher or lower than usual, the total amount you pay will even out over the year. 

Your new bill has been designed to make it easier for you to read.

The face of your new bill and the detailed statement on the second page have a fresh look and format. 

Equal billing will not be available with this launch. However, the Region does allow for regular payments through your bank or through the customer portal, MyDurhamWater. 

We can help you determine your regular payment amount based on an estimate of your annual payment from your previous billing history and how often you would like to pay. 

Can you tell me more about the MyDurhamWater customer portal? 

A key feature of the new water billing system is a self-service customer portal, MyDurhamWater, that provides enhanced water and sewage billing services.

With MyDurhamWater, you can now:

• View your billing information online,
• Receive bills on-line through paperless e-billing,
• Choose from multiple payment options, including e-payments,
• Enter meter readings online,
• Communicate with the Region through multi-channels, such as secure email, and
• Seamlessly access the Region’s website for rate and water billing information.

Important to note: The Regional Municipality of Durham is committed to protecting the privacy of all customers to our customer portal, MyDurhamWater. We have taken appropriate measures to protect and ensure the privacy of any personal information you provide. The Region is subject to the provisions of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and Personal Health Information Protection Act (PHIPA). The Regional Municipality of Durham will not, under any circumstances, use any information provided by customers for any purpose inconsistent with the purpose for which the information was provided.

What information do I need to set up my account in MyDurhamWater?

To set up an account in MyDurhamWater, you will need your new account number found on your most recent water and sewer bill and your postal code.

You will also need to create a “Username” and “Password” as shown on the portal homepage and answer a security question from a topic you select.

When choosing special characters for your “Password”, please note that you can only use the following: @ # % ^ _ + =

How can I retrieve my “Username” or “Password”?

The “Sign In” page of MyDurhamWater includes “Forgot Username” or “Forgot Password” which can be utilized to retrieve a “Username” or “Password”.

How can I make an e-payment through MyDurhamWater?

To make a payment, you must first enter your banking information in the payment source under the portal’s “Wallet”.

You can then make a one-time payment by clicking on the “Pay Now” button, or you can make automatic payments by setting up the AutoPay feature in the portal.

You can make manual payments anytime in MyDurhamWater; however, you cannot set up automatic, recurring monthly payments.

AutoPay will only withdraw funds from your bank account on the payment due date.

If you are already enrolled in the Region’s Pre-Authorized Payment (PAP), you do not need to do so again in MyDurhamWater. The AutoPay icon will already be activated on the Account page.

Should I set up a “Maximum Bill Amount” for my AutoPay?  

Most customers leave this field blank to allow the Region to withdraw any full bill amount.

If you decide to add an amount, it is recommended that you add 50% to your average bill to account for fluctuations in consumption.  For example, if your average bill is $200, you should set at limit of $300.

You can also contact the Region if you have questions on setting an appropriate amount.

What if my bill exceeds the “Maximum Bill Amount” I have set in my AutoPay?  

If the bill exceeds the amount in your AutoPay, MyDurhamWater will not pay your bill. The system does not allow partial payments. 

You will receive email notification that your bill has not been paid and you will need to schedule a payment.

You may also consider raising the “Maximum Bill Amount” in AutoPay to ensure it covers future bills.

When will my AutoPay become effective? Can I set up AutoPay for the bill I just received?

AutoPay will take effect on your nextension bill after enrolment and will continue until you cancel it.

You will have to schedule a manual payment for your current bill just received.

No, you will not be able to see your Pay Plan in the portal.

Can I see all my bills and payments from 2019 in MyDurhamWater?

Only bills and payment after Oct 15^th, 2019 can be seen in MyDurhamWater.

Will I still need to take my own meter reads with this new system?

Yes, for now, you will have to continue taking meter reads.

Will I be notified that my meter reading is due?

You will continue to receive TeleRead meter cards advising you to enter your meter reading on MyDurhamWater or via TeleRead. 

You will only be notified if you are attempting to enter a meter read in MyDurhamWater outside of the TeleRead “call by” window.  

Important To Note: Water meter readings can be submitted through the MyDurhamWater
Self-Service option. Readings will only be accepted until the TeleRead “call by” date as indicated on your TeleRead Card.  If you want to provide a reading outside of the TeleRead window, please email us at MyDurhamWater@durham.ca 

MyDurhamWater does not support this feature currently.  A separate MyDurhamWater profile needs to be created for each account.

You will need to call us to de-activate a deceased member’s account and provide us with documentation if you do not have access to their “Username” and “Password”. 

Otherwise, any customer that has the “Username” and “Password” for an account can de-activate it at any time.

Once de-activated, another owner (person/family member) can set up a new account. 

There can only be one account per owner in MyDurhamWater. 

It is recommended that just the owner set up the account in MyDurhamWater and authorize the Region to direct printed bills to the tenants; that way, the owner will able to track their tenant’s bill payment and consumption history online. 

Payment by credit card will not be available with this launch but is being considered for a future phase.