Maintaining Critical Services Amid COVID-19

Halifax Water provides critical water, wastewater and stormwater services
Published: 12:29 PM | April 1, 2020
Updated: 8:42 AM | July 7, 2020

Update: May 25, 2020

Halifax Water Recommends No Increase in Water Rates Over Next Two Years

The COVID-19 pandemic has many Halifax Water customers concerned about the future and their ability to pay bills. To help support customers in these uncertain times, Halifax Water has recommended to the NSUARB that there be no increase in water rates for fiscal 2020/21 and 2021/22. In addition, the utility is recommending no increase in overall wastewater rates in 2020/21 and an increase to wastewater treatment/usage charges effective April 1, 2021. The current application does not address stormwater, and no adjustments are currently planned for stormwater rates in 2020/21.

Rate Increase Table - May 25 2020 Update

Halifax Water’s request to increase rates was filed prior to the global pandemic.  Some customer relief was quickly initiated, and a longer-term strategy was developed that now allows Halifax Water to revise its requested rate increases.  

Halifax Water General Manager Cathie O’Toole said, “The COVID-19 pandemic has created an unprecedented period of financial uncertainty for many of our customers.  We have an obligation to continue providing services, but also have a responsibility to consider other factors like affordability, and impact on the local economy. Halifax Water recognizes the financial challenges some customers now face and is there to help support customers worried about their water, wastewater and stormwater service.   
     
To further assist customers, Halifax Water is also withdrawing some planned increases to miscellaneous fees and charges and is recommending the current temporary customer assistance measures in place be extended to August 31, 2020.

  • Customers may defer payments on accounts from March 13th.
  • No interest will be charged on overdue accounts from March 13th.
  • Halifax Water fees for dishonoured payments will be waived from March 13th.
  • Disconnection for non-payment of service is suspended.  
  • Customers facing economic impacts due to the COVID-19 situation that will cause them to struggle with paying their accounts are asked to please contact Halifax Water’s Customer Care Centre at customercare@halifaxwater.ca or 902-420-9287 to discuss payment arrangements.

A public hearing before the NSUARB is scheduled for the week of June 1, 2020.

For more information on the rate application and water conservation tips, visit https://www.halifaxwater.ca/2020-rate-application.

 


 

Update: April 1, 2020

 

Halifax Water Extending Support to Customers in Need

Halifax Water Extending Support to Customers in Need

The COVID-19 pandemic has many Halifax Water customers concerned about the future and their ability to pay bills in these uncertain times. Access to a clean, safe water supply and reliable wastewater service is vital to maintain individual health, ensure proper hygiene, and sanitation of businesses, health care facilities and households. To further support customers, Halifax Water is taking additional measures to assist those facing financial hardship due to the COVID-19 pandemic.

  • Customers may defer payments on accounts from March 13th – July 31st.
  • No interest will be charged on overdue accounts from March 13th – July 31st.
  • Halifax Water fees for dishonoured payments will be waived from March 13th – July 31st.
  • Disconnection for non-payment of service is suspended until July 31st.  
  • Customers facing economic impacts due to the COVID-19 situation that will cause them to struggle with paying their accounts are asked to please contact Halifax Water’s Customer Care Centre at customercare@halifaxwater.ca or 902-420-9287 to discuss payment arrangements.

General Manager Cathie O’Toole said, “We realize this is an unprecedented period of financial uncertainty for many of our customers. We want to be there to support those customers who are in need and having to make many tough choices during this COVID-19 pandemic. We are here to help customers worrying about their water, wastewater and stormwater service.”    

Customers struggling to pay bills and uncertain about future employment or the economy should have confidence that their tap water is safe and reliable, at a fraction of the cost of what they would pay for bottled water. Hand-washing is a key measure to prevent the spread of COVID-19 and Halifax Water is ensuring safe water is available when you need it.

 


 

Update: March 22, 2020

Halifax Water Focused on Maintaining Services During State of Emergency

Earlier today, the Province of Nova Scotia declared a state of emergency. Halifax Water continues to take actions to protect the public, our employees, and provide water, wastewater and stormwater services to our customers.

  • Priority services including installation and maintenance of water service connections, as well as operational activities to maintain service, environmental and regulatory compliance will be maintained.
  • To protect the public and our employees, non-essential customer or public interactions remain limited for the duration of the COVID-19 response. Our response to non-essential inquiries may be delayed.
  • Disconnections for non-payment of service are suspended until April 13th and will be reviewed as the situation evolves.
  • Customers facing economic impacts due to the COVID-19 situation that will cause them to struggle with paying their accounts are asked please contact Halifax Water’s Customer Care Centre at customercare@halifaxwater.ca or 902-420-9287 to discuss payment arrangements.
  • Halifax Water offices remain closed to the public. For payment options please contact our Customer Care Centre.

 


 

Update: March 19, 2020

Halifax Water Payment Options

Some customers may face economic impacts due to the COVID-19 situation that will cause them to struggle with paying their accounts. If during this period your account falls into arrears, please contact Halifax Water to discuss payment arrangements.

Disconnections for non-payment of service will be suspended during the next 30 days and customers that are currently disconnected will be reconnected based on agreement to a repayment arrangement.

To help minimize the spread of COVID-19, Halifax Water offices are currently closed to the public. Customers have the following payment options:

  • A 24-hour payment drop-off box is available outside our office located at 450 Cowie Hill Rd., Halifax.
  • Via regular mail to Halifax Water, 450 Cowie Hill Rd., PO Box 8388, RPO CSC Halifax, NS B3K 5M1
  • Internet/Telephone Banking: Each financial institution offers its own service and method of registration. Contact your bank for details.
  • Credit Card Payment: Halifax Water has partnered with Paymentus Corporation to pay by credit card.
  • Paymentus accepts MasterCard and VISA. Paymentus can be accessed through the Halifax Water website. www.halifaxwater.ca/credit-card-payments.

Any questions may be directed to our Customer Care Center customercare@halifaxwater.ca or 902-420-9287. For full Halifax Water updates please check www.halifaxwater.ca, visit us on YouTube, Twitter @HalifaxWater and Facebook.

 


 

Update: March 18, 2020

Halifax Water continues to provide critical water, wastewater and stormwater services, while taking actions to protect the public, our employees, and continue providing essential services to our customers.

To help minimize the spread of COVID-19 and adhere to social distancing recommendations, walk in payments, including permit fees, inspection fees, tapping fees and outstanding regional development charges, will not be accepted at any Halifax Water locations. Halifax Water customers have the following payment options:

  • A 24-hour payment drop-off box is available at our office located at 450 Cowie Hill Rd., Halifax.
  • Via regular mail to Halifax Water, 450 Cowie Hill Rd., PO Box 8388, RPO CSC Halifax, NS B3K 5M1
  • Internet/Telephone Banking: Each financial institution offers its own service and method of registration. Customers should contact their bank for details.
  • Credit Card Payment - Halifax Water has partnered with Paymentus Corporation to bring customers the convenience of paying by credit card. Paymentus Corporation is a third-party automated payment service that accepts MasterCard and VISA. Customers using this option will be charged a 1.75% convenience fee for each transaction ($1000.00 limit per transaction). Paymentus can be accessed through the Halifax Water website. https://halifaxwater.ca/credit-card-payments.

Customers facing economic impacts due to the COVID-19 situation that will cause them to struggle with paying their accounts are asked please contact Halifax Water’s Customer Care Centre at customercare@halifaxwater.ca or 902-420-9287 to discuss payment arrangements.

HRM’s Customer Service Centres are closed. An online service for construction permit applications will be operational early next week. For updates on HRM services, please visit halifax.ca/coronavirus.

 


 

Original Alert: March 16, 2020

Halifax Water provides critical water, wastewater and stormwater services. Access to a clean, safe water supply and reliable wastewater service is important to maintain individual health, ensure proper hygiene, and sanitation of businesses, health care facilities and households. Halifax Water is taking actions to protect the public, our employees, and continue providing essential services to our customers.

  • Priority services including installation and maintenance of service connections, as well as operational activities to maintain service, environmental and regulatory compliance will be maintained.
  • To protect the public, and our employees, non-essential customer or public interactions will be limited for the duration of the COVID-19 response. Our response to non-essential inquiries may be delayed.
  • Disconnections for non-payment of service will be suspended during the next 30 days and customers that are currently disconnected will be reconnected based on agreement to a repayment arrangement.  
  • Customers facing economic impacts due to the COVID-19 situation that will cause them to struggle with paying their accounts are asked please contact Halifax Water’s Customer Care Centre at customercare@halifaxwater.ca or 902-420-9287 to discuss payment arrangements.

See the Memo to Customers from Cathie O'Toole, General Manager, Halifax Water here.

For more information on Halifax Water, please check www.halifaxwater.ca, visit us on YouTube, or Twitter @HalifaxWater, Facebook, or call our Customer Care Centre at 902-420-9287.

James Campbell, Communications & Public Relations Manager