FAQ's

What is my utility account number?

• Your utility account number is the 5-10 digit number on the top left-hand side of your bill.

Do I need separate applications to sign up for water and garbage?

•  When you open a utility account you are automatically enrolled for all of the City related services relevant to your property.
• Learn more about opening a Utility account. 

What should I do if I am moving?

• If you are moving within Lloydminster, you can complete a Transfer Request form to disconnect from your old property and connect to your new one.
• If you are moving out of Lloydminster or no longer require a utility account, you can complete a Disconnection Request form.
• Learn more about closing a Utility account. 

How do I change personal info on my account?

• Change the name on your account by completing a Utility Account Name Change Request form.
• Change the mailing address, email and/or phone number by completing the Account Information Change Request form.
  

How is my utility bill calculated? 

• You will be charged fixed charges for City services related to your property, such as water and sewer distribution, stormwater, and curbside collection & landfill.
• You will be charged a variable consumption rate based on your actual water usage. Rates for these charges are set through bylaws. Learn more about Utility Rates here.
• Variable consumption is determined through automatic electronic meter readings that are transmitted to the City daily. 

How do I receive my bill?

• You can receive your bill straight to your inbox by signing up for paperless billing.
• You can view your bills and balance anytime by signing up for Virtual City Hall.
• If you are not signed up for paperless billing, you will receive a paper copy of your bill in the mail. 

When will I receive my Utility bill?

• Utility billing is done on the second business day of the month; when you receive your bill is dependent on whether you are signed up for paperless billing:

Paperless billing

• Bills are sent on the 2^nd business day of each month. Fill out the Utility Invoice E-Bill Request Form to sign up for paperless billing.

Paper billing

• Allow up to two weeks from the billing date to receive paper bills in the mail. 

When do I get my Utility Deposit back?

• Utility deposits are returned upon closure of your account less any outstanding balance on your account at the time of closure. 

 What if I have a credit balance?

• Credit balances will be applied to your next bill or refunded to you upon closure of your account.

How can I pay my utility bill?

• View our Utility Payment page to learn about the payment methods we accept 

When do I need to pay my utility bill by?

• Utility bills are due upon receipt.
• Accounts not paid by the 25^th of the month will be subject to penalties, charged at 1.5% of the overdue amount.
• Customers with overdue accounts are subject to collection activity. This can include:
  • Disconnection of service
  • Transferring outstanding balance to property taxes
  • Placing the account with an external collection agency

I’m moving, will my pre-authorized payments (PAD) continue at my new account?

Yes, you can indicate on the Transfer Request form that you have a previous signed PAD agreement. The City will transfer the agreement to your new account. 

How do I cancel pre-authorized payments?

What if I can’t pay my bill?

• If you are having trouble paying your bill, contact Utility Billing & Payments, Finance to discuss payment arrangements.
• Payment plans are set up on a case-by-case basis. 

My water consumption was high. How could I use this much water?

• You may have a leak. View Water Saving Tips page to learn more.
• You may be engaging in high usage activities such as: watering lawns, filling pools or hot tubs, washing vehicles.
• You may have inefficient appliances. 

I moved into a smaller house, but my invoice stayed the same. Why didn’t it go down?

• The size of a house does not necessarily impact water consumption. Unless the number of users within your household increased, or you are watering a larger lawn, a larger house should not result in a higher water bill.  

I have a smaller family than my neighbor, but my invoice is higher. Why isn’t it lower?

• Several factors impact usage beyond the number of users, such as: amount of showers, length of showers, type of appliances, lawn watering patterns. 

I was told I have a leak, but I do not see any puddles. Where is the water going?

• Leaks typically occur within the closed plumbing system; this means that the leaking water is going down the pipes. View Water Saving Tips page to learn more.

How do I set up a bulk water account?

What are examples of utility emergencies?

1. A leak that is flooding or damaging your property (water or sewer).
2. A damaged or leaking fire hydrant
3. Water pooling in the street not due to rainwater

Who do I contact for a utility emergency?

1. Report a concern

• Regular Hours – 780-874-3700
• After Hours, Weekends & Holidays – 780-875-4844

Who can I contact for further Utility Billing & Payments questions?

Contact Utility Billing & Payments, Finance

Phone: 780-875-6184 ext. 2125
Email: utilities@lloydminster.ca
Visit: City Hall, 4420 50^th Ave, Lloydminster, Alberta