At Aquatera, we recognize this is a confusing time. As we navigate the challenges of the evolving COVID-19 pandemic, the health, safety and well being of our customers, communities and employees remains Aquatera's top priority. As an essential service provider, we are committed to doing our part to limit the spread of COVID-19 by following the guidance of our local health authorities and government. Aquatera continues to monitor the situation and will act accordingly as new information becomes available.
Effective Monday, March 16, Aquatera closed the Head Office to the public, however phone lines remain open. Additionally, we are actively monitoring our emails and our LiveChat service that is available on our website, during business hours.
There are no interruptions to water, wastewater, solid waste (garbage and recycling) or curbside collection services.
We understand that you have many questions about COVID-19 and we are committed to providing you with answers. If you have questions that are not addressed below, please reach out to us on FACEBOOK, TWITTER, or EMAIL.
To our valued customers, we have a VIDEO MESSAGE for you on behalf of Aquatera.
With the Aquatera Head Office being closed, what are my payment options?
Remit your payment online.
Remit your payment through telephone/internet banking with your financial institution.
Register for preauthorized payments.
Aquatera Utilities Inc.
11101 104 Avenue
Grande Prairie, Alberta
If you have questions regarding your bill payment, please call Account Services at 780.538.0340. We are also actively monitoring our emails and LiveChat available on our website during business hours.
For information on business hours visit www.aquatera.ca/contact/locations-map.
What financial options are in place for residents and small businesses who are experiencing financial difficulties?
Aquatera understands that COVID-19 has disrupted the economic climate. To ensure that it’s communities and residents are supported during this time and can focus on the health of themselves and their families, Aquatera will be offering flexible payment options for residents and small businesses that are experiencing financial difficulties. Additionally, Aquatera will be deferring late fees and account shut-offs for 90 days.
Customers are encouraged to keep their accounts in good standing. For more information, please contact Aquatera’s Account Services department at 780.538.0340 or email firstname.lastname@example.org.
Aquatera asks that customers delay calling until the week of March 30, once the program is in place.
Will Metering Services be affected?
Residential meter repairs are suspended until further notice, unless there is confirmed property damage or a risk to public health and safety.
Is my water safe?
Yes, your water is safe. The COVID-19 virus has not been detected in drinking water. Conventional water treatment methods that use filtration and disinfection, such as those used in Aquatera’s drinking water systems, are sufficient to remove and disinfect contaminants, including COVID-19.
Can Aquatera continue to provide water if COVID-19 causes wide-spread community illness?
Yes, Aquatera’s water treatment and delivery system is capable of treating and delivering up to 45 million litres of drinking water per day. Aquatera’s emergency response and readiness plans are in place and include provisions for providing a safe, continuous water supply during emergency conditions that includes community-wide illness.
What is the Treatment Plant’s plan to ensure continued water supply to the public?
Aquatera’s emergency response and readiness plans are in place and include provisions for providing a safe, continuous water supply during emergency conditions that includes community-wide illness.
Are there any risks of COVID-19 being transmitted through drinking water?
The COVID-19 virus has not been detected in drinking water. Conventional water treatment methods that use filtration and disinfection, such as those in used in Aquatera’s drinking water treatment systems, remove and inactivate the virus that causes COVID-19.
Where can I find more information on water and wastewater in regard to COVID-19?
I ran out of toilet paper...
With a limited supply of toilet paper available at this time, many people are using alternatives such as paper towel and disposable wipes. Unfortunately, these items can clog our wastewater systems, damage our infrastructure and contaminate our waterways. Remember, there are only four things can be safely flushed down a toilet: Pee, Poo, Paper (Toilet) and Puke. If you must use alternative materials such as paper towel and disposable wipes, please discard them in your garbage can instead of flushing them down the toilet.
Should I be stockpiling bottled water?
No, Aquatera is confident that it can provide safe, continuous potable water to all its customers.
Are the bulk water stations open?
Yes, all bulk water stations remain open. For bulk water locations visit www.aquatera.ca/contact/locations-map
Will my garbage still be collected curbside?
Yes, at this time there is no interruption to curbside garbage collection. Please ensure your garbage is placed curbside by 7 a.m. on your collection day. If you are not sure of your collection day, please check the Curbside Collection Calendar.
Will my recycling still be collected?
Yes, at this time there is no interruption to curbside recycling collection. Please ensure your recycling is placed curbside by 7 a.m. on your collection day. If you are not sure of your collection day, please check the Curbside Collection Calendar.
Is the Landfill open?
Yes, the Landfill and Landfill Transfer Station are open during regular business hours.
Customers will be required to exercise social distancing practices and maintain a distance of 1-2 metres from other customers and staff members. Additionally, customers are asked to stay in their vehicle at all times, until directed by the Scale Operator. All cash and coin payments are suspended; only credit and debit payments will be accepted, and only if the card is present on site.
Landfill Transfer Station
Customers will be required to exercise social distancing practices and maintain a distance of 1-2 metres from other customers and staff members. Operators will not be assisting in refuse offloading, unless customers require assistance due to health reasons. Additionally, the Recycle/Take Back Centre, where gently used items are dropped off for others to collect free of charge, will be closed until further notice.
Account and Commercial Customers
Customers will be required to exercise social distancing practices and maintain a distance of 1-2 metres from other customers and staff members. Aquatera will resume the signing of tickets, using proper disinfection practices of pens and clipboards. Customers are encouraged to use their own pens to minimize contact.
Is the Eco Centre open?
Yes, the Eco Centre remains open during regular business hours.
Customers will be required to exercise social distancing practices and maintain a distance of 1-2 metres from other customers and staff members. Customers recycling at the Eco Centre will be asked not to approach employees with their items, but to place their items on a platform where they will be collected and appropriately placed by Eco Centre employees.
Can I continue placing properly tagged (with bag tags) garbage out for curbside collection?
Yes, our collectors will continue to collect additional, properly tagged garbage. If you do not have bag tags, they are available for purchase at the following locations:
- Co-op New Horizon
- Freson Brothers (North)
- Safeway (North and South)
What is Aquatera doing to Safeguard Health and Safety?
In addition to these precautionary measures, Aquatera has implemented safety protocols for all staff and facilities, including travel restrictions for employees travelling outside of and returning to Canada; enhanced cleaning and hygiene protocols; social distancing practices; and exposure limitations. For more information, please see our CRITICAL ILLNESS, PREPARATION AND PREVENTATIVE TIPS.
As a provider of essential services in the Grande Prairie region, Aquatera is committed to closely monitoring the COVID-19 outbreak and providing further updates on the impacts this will have on its customers and communities.
Who do I contact if I have an emergency?
In the event of an emergency, please phone 780.882.7800.