Canada Post Service Disruption Banner

Potential Canada Post Service Disruption

A potential Canada Post service disruption could delay delivery of hard copy Kitchener-Wilmot Hydro bills and any payments mailed to Kitchener-Wilmot Hydro.

Kitchener-Wilmot Hydro customers are still responsible for keeping their account up to date in the event of a strike or service interruption.

In the Event of a Postal Service Interruption

Obtaining the Balance on your Account 

  • Online My Account provides customers with online access to their Kitchener-Wilmot Hydro account 24/7, including current and past bills. Please note: You will need the Electronic Bill Verification code from your most recent Kitchener-Wilmot Hydro bill. If you do not have your most recent bill, please contact our customer service team at 519-743-3600 to find out the code. 
  • By telephone – Customers can get their account balance calling Kitchener-Wilmot Hydro’s customer service team at 519-743-3600. 

Paying Your Bill 

  • Cash, debit, cheque or money order - Customers who wish to pay their Kitchener-Wilmot Hydro bill by cash, debit, cheque, or money order can do so at our office at 301 Victoria Street South, Kitchener during normal business hours, Monday through Friday, 8:30 a.m. until 4:30 p.m. 
  • Payment Dropbox: There is also a payment dropbox available 24 hours a day, 7 days a week at Kitchener-Wilmot Hydro’s front door at 301 Victoria Street South, Kitchener. Customers are advised not to deposit cash in the dropbox. 

FAQs 

1. Is Kitchener-Wilmot Hydro changing the process it follows to mail out bills during a postal service interruption?  

No. Kitchener-Wilmot Hydro will continue to issue hard copy bills to customers using Canada Post and in accordance with the Exclusive Privilege provision in the Canada Post Act.

Customers should prepare for delays in receiving their hard copy bills and for their mailed payments to reach Kitchener-Wilmot Hydro due to possible work stoppages, rotating strikes, or lockouts at Canada Post.

2. How can customers obtain their account balance in the event of a postal service interruption?

The following options are available to customers who wish to obtain their account balance:

  • Online My Account provides customers with online access to their Kitchener-Wilmot Hydro account 24/7, including current and past bills. Please note: You will need the Electronic Bill Verification code from your most recent Kitchener-Wilmot Hydro bill. If you do not have your most recent bill, please contact our customer service team at 519-743-3600 to find out the code. 

  • By telephone – Customers can get their account balance calling Kitchener-Wilmot Hydro’s customer service team at 519-743-3600. 

3. What payment options are available to customers who normally pay by cheque and want to avoid incurring late charges?

Kitchener-Wilmot Hydro customers can pay their bills using:

  • Cash, debit, cheque or money order - Customers who wish to pay their Kitchener-Wilmot Hydro bill by cash, debit, cheque, or money order can do so at our office at 301 Victoria Street South, Kitchener during normal business hours, Monday through Friday, 8:30 a.m. until 4:30 p.m. 
  • Payment Dropbox: There is also a payment dropbox available 24 hours a day, 7 days a week at Kitchener-Wilmot Hydro’s front door at 301 Victoria Street South, Kitchener. Customers are advised not to deposit cash in the dropbox.

4. Are there other bill delivery options available to customers besides mail?  

Customers can register for paperless billing to receive email notification that their bill is ready to be viewed electronically or to receive a PDF version.

  1. Login to My Account. Dont have a login? Register now! You will need the electronic verification code from your most recent bill. Don’t have your most recent bill? Contact our customer service department at 519-743-3600 for help.
  2. Click the tab for My Profile;
  3. Click the Yes, I want eBilling button under the eBilling opt-in field

You will be notified by email when your next bill is ready.

5. If I am a FIT or microFIT customer will I continue to receive payment for any distributed generation? 

Yes. All FIT and microFIT customers will continue to receive their payment for generation.

6.  Will there be any interruption to My Account or Utilismart consumption data? 

No. Although you will not receive a paper bill, your consumption data will still be available through My Account or Utilismart.