User Rates: Frequently Asked Questions

Billing and Charges

• Do I still pay if I don't use water?

  Yes. Fixed charges apply regardless of water use. Water consumption charges may still apply if any usage is recorded.

• When do new rates take effect?

  User rates are set annually and applied to billing periods after new rates come into effect in January each year. 

  ➡️ See Billing Rates

• Why does my bill look different from my neighbour's?

  User Rates charges vary based on water use, number of dwelling units, meter size, and property type.

• Why is my bill higher than expected?

  Higher bills are often caused by increased water use, seasonal irrigation, or a possible leak.

  ➡️ See Water Leaks or Understanding the User Rates Statement

Payments and Adjustments

• Can my bill be adjusted?

  Adjustments may be considered in limited circumstances, such as verified and repaired water leaks. 

• How do water leak adjustments work?

  Water leak adjustments may be considered after a leak is repaired and supporting documentation is provided. Eligibility criteria and limits apply.

  ➡️ See Water Leaks

• What happens if I don't pay on time?

  Unpaid balances may result in lost discounts or outstanding amounts carried forward to property taxes in arrears as of January 1st each year. 

  ➡️ See Payment Options

Property and Account Changes

• Do I still pay if the property is vacant?

  Yes. Fixed charges apply even if the property is not occupied, and water charges may apply if any usage is recorded. The only way to avoid charges is to have the water meter removed. 

  The City of Nanaimo generally does not allow homeowners to remove or permanently disconnect functional water meters. Permanent removal is only permitted if a building is being demolished or in the event of a fire, and requires you to pay a disconnect fee as part of an official Demolition Permit. 

  For more information on removing the water meter, please contact Development Engineering (250-755-4429).

• How do additional dwelling units affect my bill?

  Properties with more than one dwelling unit may have increased sewer and garbage charges, and water consumption tiers are adjusted based on the number of units.

  ➡️ See Additional Dwelling Unit Charges

• What happens when I buy or sell a property?

  The user rates account is linked to the property and not individual owner(s). 

  Adjustments between billing dates and closing dates should be done between the buyer and seller.

Water Leaks

• Are all leaks eligible for an adjustment?

  No, some types of water use or ongoing issues may not qualify. 

  Each request is reviewed based on program criteria.

  ➡️ See the Water Leaks  for eligibility.

   

• Can I get more than one leak adjusment?

  Limits may apply to how often adjustments can be provided.

  ➡️ Visit Water Leaks for details regarding the policy. 

• Do I need to repair the leak before requesting an adjustment?

  Yes, leak repairs must be completed before an adjustment can be considered.

  Supporting documentation (such as photos and invoices) is required.

• How do I know if I have a leak?

  If water continues to flow through the meter after all fixtures are turned off, there may be a leak.

  ➡️ See How to Check for a Water Leak.

• What happens if I do not repair the leak?

  Water use will continue to be recorded by the meter, which may result in ongoing higher charges. Additionally, you may not be eligible for an adjustment if the repair is done outside of the timeframe allowed in the policy. 

• What should I do if I cannot find the source of the leak?

  Consider contacting a qualified plumber to help locate and repair the issue.

• What types of leaks may qualify for an adjustment?

  Adjustments may be considered for unexpected and unintentional leaks. Eligibility depends on the type of leak and supporting documentation.

  Underground service line leaks

  • Location: Main water line between the meter and the dwelling
  • Adjustment: 100% of excess water and sewer consumption (if applicable)
  • Frequency: Once every 40 years per property

  Underground irrigation leaks

  • Location: Underground irrigation piping only (valves, manifolds, spray heads and rotators are not eligible)
  • Adjustment: 100% of excess water and sewer consumption  (if applicable)
  • Frequency: Once every 10 years per property

  Above‑ground leaks (limited cases)

  • Location: Areas such as crawl spaces
  • Must not be caused by neglect and must not be fixture leaks
  • Adjustment: 25% of excess water and sewer consumption (if applicable)
  • Frequency: Once per property, per owner

   

• Why is my water bill higher than expected?

  A higher than normal bill is often caused by increased water use, seasonal irrigation, or a possible leak.

  ➡️See how you can read your water meter to help determine if there is a leak: How to Check for a Water Leak

• Will my bill be adjusted automatically if I have a leak?

  No, adjustments are not automatic.

  An application must be submitted, and eligibility criteria apply.

  ➡️ Apply for a Water Leak Adjustment

Water Usage and Meters

• How can I check if I have leak?

  A sudden increase in water use may indicate a leak. Checking the water meter when all fixtures are off can help identify continuous flow.

  ➡️ See Water Leaks

• How is water usage measured?

  Water usage is measured by a meter installed on the property and recorded for billing purposes.

• When is my usage estimated?

  If a meter cannot be accessed, or the meter is failing, water usage may be estimated. Once an actual reading is obtained, the account may be adjusted.

  ➡️ See Water Meter Access