FAQs

What is this project all about?

The City of Greater Sudbury is in the midst of a multi-year project to upgrade and replace water meters in every home and business to modernize municipal water delivery.

Why are meters being replaced?

The typical life of a water meter is 15 to 20 years. Like most mechanical devices, they eventually need to be replaced. 

What are the benefits of upgrading this technology?

Upgraded meters improve the accuracy of readings and minimize the number of estimated bills. While older technology requires technicians to manually read each meter in the city, new technology connects meters to outdoor transmitters that will send readings wirelessly and directly to Greater Sudbury Utilities.

The benefits to property owners include more accurate and timely information about water consumption, alerts about unexpected high water consumption and tools that can help track and plan future water usage.

Why is this work being done during COVID?

Since the beginning of the COVID-19 pandemic, the Province has determined that contracts relating to the safe and reliable maintenance, repair, operation and expansion of infrastructure are essential. Because your water meter is an important part of our municipal infrastructure, this installation work is deemed essential.

Do you have safety protocols in place?

The City and its contractor, KTI Utility Services, have strict COVID-19 health and safety protocols in place to protect both residents and project staff during this project. We are following all provincial health and safety regulations, as well as all direction from Public Health Sudbury & Districts.

  • All installers are screened daily for COVID-19 symptoms.
  • Installers sanitize their hands and tools before and after every installation.
  • Your installer will wear a mask at all times during the installation process.
  • Your installer will maintain physical distancing at all times during your appointment. This work requires no person-to-person contact between you and your installer.
  • COVID-19 pre-screening is done with homeowners on the day of the appointment to check for symptoms and risk factors.

Why is this work essential?

Water meters are essential for the delivery of treated water, and this program is mandatory for all homes and businesses in Greater Sudbury. Bylaw 2020-06 requires property owners to provide the City access for maintenance or replacement of water meters.

How will I know when work is being done in my area?

Meter replacements are being done on a ward-by-ward basis. When technicians are in your area, you will receive a booklet in the mail with more detailed information, including instructions on how to book an appointment.

Once I receive the notice, when do I need to book my appointment?

Technicians will be in your area for a limited time. You will be asked to book your appointment within two weeks of receiving that booklet.

How do I book an appointment?

To book your appointment, you’ll need the password on the back of the booklet. You can book online here. To book by phone, call 1-833-543-8807 (Monday to Friday 8 a.m. to 8 p.m. or Saturday 9 a.m. to 5 p.m.)  

How long will the installation take?

The installation will take about 30-90 minutes.

Will an installer ever show up to my house without an appointment?

It's possible. If an installer is in your area, they may attempt to knock on your door and offer to do an installation with no scheduled appointment.

If it is an inconvenient time for you, or if you're just not comfortable with an unscheduled visit, simply tell your installer you would rather schedule an appointment. You can also ask to see the installer's identification, or call KTI at 1-833-543-8807 to confirm an installer's identity.

Will there be a cost to me?

No, there is no charge to property owners. The City of Greater Sudbury is responsible for the cost of the new water meters and installation, and under no circumstances will an authorized KTI Limited installer ask you for money.

Do I need to be home during the installation?

Yes. Since the water meter is inside your home, an adult 18 years or older must be present during your appointment. It doesn't need to be the homeowner - it can be another family member, a neighbour, friend, etc. Please ensure all pets are safely secured.

If my schedule changes, is there a penalty if I have to cancel or reschedule my appointment?

No. Simply visit the booking site or call KTI at 1-833-543-8807 to modify or cancel your appointment at no charge.

Will there be an interruption to my water service?

Yes, your water service will be temporarily interrupted during your appointment.

Who is doing the installation?

The City has hired KTI Utility Services to carry out the installation. KTI installers can be identified by a KTI uniform and identification badge. All installers are certified and trained to install water meters. Technicians are bonded and have had a criminal background check. Installers will never request payment from property owners.

Will my account information and meter data be secure?

Protecting your data is a top priority. Using the same advanced methods as internet banking and ATM machines, the new water meter reading system uses proprietary protocols, transmitting it to the City over a wireless network with multiple layers of security incorporated throughout the system. Security measures are tested and reviewed regularly to guard against unauthorized access.

Access to account information is restricted to authorized City staff who need the data to perform important functions, including improved billing and customer service. The transmitter that sends your meter reading has a unique identifier that is transmitted along with the read data. This identifier is compared electronically to your account record to ensure that the meter reading matches the meter assigned to your account.

Is the radio frequency created by the new technology safe?

Yes. The new water meters emit less radio frequency energy than many other commonly used wireless devices, like cell phones, baby monitors, satellite TVs and microwaves.

Industry Canada regulates radio communication and broadcasting apparatus and has a set of guidelines for protecting the public. The equipment we are installing complies with Industry Canada’s requirements. The World Health Organization and Health Canada are a few of the many credible authors of research studies showing no adverse effects from these radio frequency waves. 

Where is my water meter located?

The water meter is usually found in the basement near the main water shut-off valve. If you are having trouble locating the meter, check your furnace room, utility room or near your hot water tank.

My water meter is installed behind drywall. What should I do?

KTI installers are trained to cut into drywall neatly and precisely. Once the installation is complete, this hole can be covered using an access panel or a cover box which will be installed at the end of the installation at no cost to you.

Why did I receive a final notice?

This is the final attempt to contact you about having this work done on your property. If no appointment is booked within two weeks, your account will be sent to the City of Greater Sudbury compliance office. 

I received a reminder/final notice but I already booked an appointment. What should I do?

If you have already booked your appointment, thank you. Please disregard this notice.