As an essential service provider, Aquatera is committed to continuously improving the access and delivery of utility services across the communities we serve. To better serve our customers, Aquatera is excited to announce the launch of our new utility billing software!
This change will bring several enhancements designed to streamline your billing experience and provide you with additional features to manage your account more efficiently.
Learn more about our new utility billing software in the FAQ's below. If you have any questions or encounter any issues during the transition, please reach out to our Account Services team at email@example.com, LiveChat feature at www.aquatera.ca, or 780.538.0340. We are here to assist you every step of the way.
Why did we switch to a new billing system?
Our new billing system has been designed to improve your customer experience, offering a more user-friendly interface, enhanced security, and additional features to better serve your needs.
What are the new features in the new billing system?
The new billing system introduces several new features, including the ability to:
- View and edit your profile, contact information and mailing address,
- Link multiple accounts to one registered account and add guests to your account,
- View your billing history, account balance and statements,
- Set up automatic payments, customize your billing preferences and manage your wallet,
- View your water usage and water consumption profile,
- Add alerts for new bills, upcoming bills and past due bills,
- Submit requests,
- Set up multi-factor authentication to enhance your online safety.
These enhancements are designed to provide you with more control over your billing experience.
Do I need to re-enroll for my account?
Yes, once launched you will need to re-enroll through our new online customer portal. Once customers receive their first bill they can quickly and easily register their new account and create their profile by going to aquatera.ca.
Will my account number change?
Yes, your account number will change from 14 digits (numeric) to eight characters (one alpha, seven numeric). For example, your current account number looks like 00905500001608; your new account number will look like A0025366.
What are my payment options with the new billing system?
Utility customers can pay their utility bill online with Visa, Mastercard, Visa Debit, and Mastercard Debit. This includes making one-time payments (must be enrolled), preauthorized payments, and payments through your financial institution. Customers can also make payments in-person at Aquatera's Head Office.
Aquatera is also introducing Interactive Voice Response (IVR), allowing customers to pay their utility bill over the phone in an automated manner. Call 780.538.0340 and press 6 to make a payment on your utility account.
Why am I now being charged processing fees when paying my utility bill with my credit card or IVR?
Aquatera will begin passing credit card fees on to those customers that choose to continue to pay with credit cards in an effort to reduce overall operating costs for all customers.
How can I avoid paying credit card processing fees through the online portal?
To avoid paying credit card processing fees, please make arrangements for preauthorized payments or payments through your financial institution.
Can I access previous utility bills in the new billing system?
Yes, to receive these utility bills please contact us at firstname.lastname@example.org or 780.538.0340. There is a charge of $5 to reprint previous bills or account ledger.
Is my due date changing?
Your due date has the potential to change by a few days depending on when your account is billed. Please be sure to check your due date when you receive your utility bill.
Will my utility bill look different?
Yes, your utility bill will have a different format, but it will contain all the necessary information, including your invoice details and payment options.
Is my billing information secure with the new system?
Yes, your billing information is secure with our new billing system. We have implemented robust security measures to protect your sensitive data, including your ability to set up multi-factor authentication.
How will this impact bulk water customers?
Credit card fees are now charged to bulk water customers that choose to pay with credit cards through the following channels:
- Online through Flowpoint
- Over the phone
To avoid paying credit card processing fees, bulk water customers can pay using one of the following options:
- Pay at the Aquatera Head Office using cash, debit or cheque
- Prepay invoice though online banking or cheque. To use this method please contact Aquatera’s Accounts Receivable department at 780.830.7061, Ext 1 or email email@example.com
Bulk water customers who pay in-person at the West Bulk Water Station (12109 97 Avenue) and the Dimsdale Bulk Water Station (711079 RR73) will not be required to pay credit card processing fees.
Who do I contact for assistance?
You can reach our Account Services team at firstname.lastname@example.org, LiveChat feature at www.aquatera.ca, or 780.538.0340. Our dedicated team is ready to assist you with any questions or issues you may have during the transition.