Water Account & Billing

Register for your MyWaterAccount to create a secure login and password. Other information required for registration (found on your water bill) includes:

• Account number
• Name of account holder
• Service address

Refer to your most recent water bill and be sure to enter all registration information exactly as it appears on your bill. Create a login and password to complete your registration.  

Already registered? Go to the login page to access your account.

Want to receive your water bill electronically? Sign up for the City of Cambridge eBilling service.

This service allows you to receive your water bill in a PDF format, sent directly to the email address of your choice. You must provide a valid email address. We immediately cancel your enrollment in this program if your eBill is undeliverable to the provided email address.

The City sends your eBill approximately three weeks before the due date. You will no longer receive a paper copy of the bill.

It is your responsibility to ensure that the email address provided for the City of Cambridge's eBilling service is correct and is the email address that you wish your bills be sent to. You can change your e-mail for eBilling, if required.

If you would like to cancel your eBilling services, please provide your written request by email. By cancelling eBilling, you will no longer receive your bills electronically and will once again receive a paper copy of your bill through the mail.

If you are the registered owner and would like to direct your bill to an alternate address, or if you want to redirect a bill to a tenant for payment purposes, please submit a request for water service billing address change. Please note that to complete the mailing information change you need details that appear on your current bill. The changes will be updated to your account on the next business day.

If you are the registered owner and are moving from your current location or if you want to produce a final bill for an existing tenant, you need to apply online for a Request for Final Water Meter Reading. You must complete all fields in order for us to process your request.

You must submit your request at least four business days before the date you require a final meter reading. A processing fee, as outlined in the final request, will appear on your final bill for your current address.

If you are the registered owner and you are moving within/to the City of Cambridge or if you would like to set up a new account in your name and redirect the bill to a new tenant, you need to set up a new account for water and wastewater service. You must submit your application for a new water account at least four business days before the date you require water services. You must complete all fields in order for us to process your request. A processing fee, as outlined in the application, will appear on your first bill.

High water consumption

An increase in water consumption compared to your previous bill can be a result of a number of factors, including:

• Changes in consumption patterns
• Leaks in your home
• Leaking toilets
• Appliances
• Meter reading error
• Estimates

Learn more about water conservation and programs offered through the Region of Waterloo

High Water Leak Adjustment Policy

Residential and not-for-profit water customers who experience a high water bill may be eligible for limited financial relief.

To be eligible for an adjustment, you must meet the following criteria:

1. Residential or Residential Not-For-Profit organization
2. High bill was issued in the last 90 days
3. Additional water billed is at least 2 times your average consumption
4. No prior adjustment was granted in last 12 months and no more than 2 adjustments in a 10 year period
5. The high water problem has been identified and repaired (proof of repair is required as part of your application)

Submit your high water adjustment application online.

Water billing appeals

If an individual customers concern(s) cannot be addressed through the High Water Leak Adjustment Policy or the normal escalation process, they may have access to an appeal process.

The appeal committee addresses concerns which meet the following criteria:

• A high water bill concern where an individual bill is greater than 2 times average consumption, greater than $250.00 and where no adjustment has already been granted under the High Water Leak Adjustment Policy
• The concern(s) occurred within the last 6 months
• The concern(s) has been reviewed within the High Water Leak Adjustment process and a discussion has taken place with either the Supervisor of Billing and Collection or the Manager of Revenue

Requests considered ineligible will not be reviewed under this process.

If your concern(s) meets the criteria, send us an email providing the specifics of your concerns and enter "Water Billing Appeal" in the subject line of the email.

The City of Cambridge sets up accounts for tenant properties in the landlord's (owner's) name. As a customer service, the City will also redirect bills to a non-owner (tenant) upon the owner's request.

If you have any questions, please email the Tax and Water Division.