FAQs

What is this project called?

This project is officially known as the Water Meter Replacement and Upgrade Program. You will also see the slogan “Your Water is Going Wireless”.

What is this project all about?

The City of Greater Sudbury has launched a two-year project to upgrade and replace water meters in every home and business as part of a mandatory program to modernize the technology of 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.

When will the project begin?

Meter replacements will begin in August 2020 and will proceed through one area of the city at a time. 

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

When technicians are moving into your area, you will receive a notification in the mail with details on how to book an appointment.

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

Technicians will only be in your area for a limited time. Once you receive a notice, please book your appointment within two weeks.

How do I book an appointment?

To book online visit www.ktiappointment.com. To book by phone, call 
1-833-543-8807. Hours of operation are Monday to Friday 8 a.m. to 8 p.m. and Saturdays 9 a.m. to 5 p.m.  

How long will the installation take?

The installation typically takes 30 to 90 minutes to complete.

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

It's possible. If an installer is in your area, he or she 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 Limited 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?

Your water service may be temporarily interrupted during your 30-90 minute appointment.

Can I choose to opt out of this program?

This program is mandatory. Water meters are the property of the City of Greater Sudbury and are essential for the delivery of treated water to your home. City Bylaw 2020-06 requires property owners to provide access for maintenance or replacement of water meters. Failure to do so could result in a loss of municipal water service.

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 technicians be screened for COVID-19 prior to entering my home?

The City of Greater Sudbury and KTI Utility Services take health and safety seriously. Enhanced health and safety protocols are in place to protect residents, technicians and staff during the water meter replacement program.

  • Meter replacements will be completed by appointment only.
  • Installation equipment will be sanitized between appointments.
  • KTI technicians will follow stringent hand washing protocols and will wear face masks.
  • Appropriate physical distancing measures will be in place during appointments.
  • Additional PPE will be worn upon the request of residents.
  • Requirements for signatures and document handling will be modified.
  • Multiple daily health checks will be performed between KTI technicians and their supervisors.
  • Appointments will be rescheduled if at any time property owners or technicians feel unwell.

What is the process to have my water meter replaced?

You will receive an addressed notice in the mail advising when KTI Utility Services is replacing water meters in your area. Once you receive a notice, you must schedule an appointment by phone at 1-833-543-8807 or online using the numbered access code provided on your notice.

Prior to your appointment, you will be asked to:

  • Ensure your water meter is accessible with a clearance of at least 16 inches wide by 16 inches (41 cm) high. The installer will require a clear walking path to the meter area, as well as enough space to kneel down comfortably in front of the meter, with a small tool bag at his or her side.
  • Ensure your water shut-off valve is operational and clear of obstructions.
  • Ensure an adult of at least 18 years of age is home for the entire appointment.
  • Advise if your water meter or water shut-off valve is located in a crawlspace.

During your appointment:

  • A technician from KTI will knock on your door and provide photo identification. A  technician will never come to your door without an appointment.
  • Your water service may be interrupted for approximately 30 to 90 minutes during installation.
  • A technician will install the new meter and may run a wire to connect with a new transmitter attached to the exterior of your home.

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 fifth and final attempt to contact this address as part of this mandatory program.  Please book an appointment within two weeks of receiving this notice.  

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.