Water Meter Upgrade Program
This year, all water meters in the Town of Orangeville will be upgraded to meters with new, more advanced technology that will provide numerous benefits to the community as well as help with the Town’s goal of water conservation. Through these upgrades, we will be able to continue providing the high-level delivery we have been known for. The project will be carried out by Neptune Technology Group Canada.
Do we have to have a water meter?In the Town of Orangeville, it is mandatory for all residential, commercial, industrial and institutional customers to have a water meter. A water meter is a device which measures the amount of water supplied to your home.
Why are our water meters being upgraded?- Many of our current water meters have performed well beyond their expected lifespan – upgrading now ensures there is no decline in metering performance in Orangeville.
- Water is precious and water loss is serious – the technology in our new meters will help assist in water conservation.
- The new meters will improve leak-detection, helping address it sooner.
Once the installations are complete and everything has been integrated into the reporting system, residents will have access to an online portal with real-time water usage data and the option to set up customized water alerts.
Planning on extended travel?
If your water meter upgrade has not been completed, please book before your departure. To book an appointment ahead of your travels, contact Orangeville Hydro at 519-942-8000.
Booking Your Appointment
Installations are being completed in an area-by-area basis. You do not need to book an appointment until you receive a letter from Neptune Technology Group advising they are moving into your area. We request that you book your appointment within one week of receipt of the letter.
What you need to know:- The installation will require 30-90 minutes to complete.
- Water will be shut off for a brief time during the installation.
- An adult 18 or over must be present during the installation.
- Appointments are available Monday to Friday from 8 a.m. to 8 p.m. and Saturdays from 9 a.m. to 6 p.m.
- The technicians from Neptune Technology Group will have identification from both Neptune and the Town of Orangeville. You can call the Town of Orangeville at 519-941-0440 ext 2210 to verify their identity if needed.
- Please DO NOT book your appointment if you have not received your letter.
Received your letter? Here are the next steps:
- Visit the Neptune booking website at watermeterappt.com or call 1-800-667-4387.
- Enter the reference number located on the mail notice above your Water Meter Service address.
- Review the available appointments and book your preferred time slot.
- Make sure to locate your water meter ahead of the installation date.
- Ensure your water meter is accessible by moving anything blocking access.
Area-by-Area Map and Approximate Schedule
- Zone 1: July to December 2024
- Zone 2: September to December 2024
- Zone 3: October 2024 to January 2025
- Zone 4: December 2024 to February 2025
- Zone 5: January to May 2025
1 Please note this is an approximate schedule. Timelines may shift throughout the project. Any adjusted timelines will be applied to this page.
Frequently Asked Questions
| Will the meter cost be charged to individuals? |
| These meters are 100% funded through water rates. No property taxes are going into this project and individuals will not be charged for the new meters. |
| Will I be billed less with the new meters? |
| The new meters will not impact your billed amount, but it will change your bill days. Currently, billed days can vary due to water meters being manually checked by someone walking around town. One month you may see a bill for 21 days, the next for 38. The new meters will be read remotely, with regular updates sent to the Town, so billed dates will be consistent. |
| Do I need to purchase any other equipment to accommodate the new meters? |
| No. If you have been told you need new equipment for the water meter ahead of any appointments, please confirm if the person is from Neptune or the Town, and then follow up with the Town’s Customer Service Department. In some instances, items such as a new valve may be recommended by the technician during the installation – it is up to the homeowner to pursue a replacement valve. |
| Can I book an appointment if I haven't received a notice yet? |
| No. Installations will be carried out on an area-by-area basis. As technicians move into your area, you will receive a letter in the mail with information on the program and details on how to book an appointment. |
| I have an extended vacation planned in the next year – how will the upgrades impact me? |
| We understand that some residents may be absent during the time their area is scheduled to have installations completed. To ensure that you are not impacted by this, we have included an area map with projected timelines above. If you will be away based on the projected timeline, you can contact Orangeville Hydro at 519-942-8000 and they will be able to coordinate with Neptune to accommodate. |
| Is there anything I need to do for the installation? |
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Book your appointment - Letters will be sent out notifying residents when installations are set to begin in their zone and provide instructions on how to book an appointment. Remove any items blocking your meter so the technician has open access to it - This could include things like fridges, water softeners, or any other objects that obstruct access to the existing water meter in your basement. These things will need to be removed prior to your technician arriving for installation. If the installation is unable to be completed due to objects in the way, a new appointment will need to be booked. A responsible adult be present for the duration of the installation - Installers will need access to your home to complete the upgrade. Because of this, an adult of 18-years of age or older must be home throughout the duration of the installation. |
| How will I know the installer is legitimate? |
| Along with arriving at your previously booked appointment time, all Neptune staff will have identifiable logos on their clothing, identification on their vehicle, and an ID badge with their name and number. Residents who have any concerns will be able to contact the Town of Orangeville at 519-941-0440 ext 2210 and confirm the installer is working for Neptune. |
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Will a technician ever show up to my home without an appointment? |
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Yes, it is possible. If an installer is in your area and an appointment has not yet been scheduled. He or she may attempt to knock on your door and offer to do an installation with no scheduled appointment. If you are uncomfortable with this situation, simply tell your installer you would rather schedule an appointment. Alternatively, you may request to see the installer’s identification. You can also call Neptune at 1-800-667-4387 to confirm an installer’s identity. Under no circumstances will an authorized Neptune installer ask you for money. |
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Will an inspector from Diameter ask for entry to my home after installation? |
| Yes. Diameter has an official quality inspector who may arrive at your home to review the work completed by the technicians. The inspector will have an identification badge, as well as a badge from the Town of Orangeville to confirm they are legitimate. The Town of Orangeville also receives notice the day the inspector is in Town so that residents can also call to confirm their legitimacy. |
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Will I receive a new water meter? |
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Yes, the Town of Orangeville will be replacing all water meters within the Town boundaries. |
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Am I required to participate in the upgrade program? |
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The upgrade of water meters in your neighbourhood is mandatory in accordance with By-Law 2020-014, as amended. Property owners who do not book an appointment will be subject to the reduction or restriction of water, and a surcharge rate of 300%, at a total of $428.08 monthly, will be applied until the water meter upgrade is completed. This will only occur after a property owner has received several opportunities and a letter of warning. |
| I received a letter saying Neptune requires re-entry to my home due to an issue with the meter. Am I required to give them access? |
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There will be times when Neptune is required to re-access your meter. This could be due to a glitch in the meter reading or a malfunction with the meter. Neptune will reach out via letter to confirm your appointment. As the program is mandatory in accordance with By-Law 2020-014, as amended, you may be subject to the reduction or restriction of water, and a surcharge rate of 300% (totaling $428.08 monthly) will be applied to your account until Neptune is granted access to address the situation. Several attempts to contact you will be made ahead of any potential penalties. |
| Is the upgraded water meter technology safe? |
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The new water meter transmitters will be installed outside of your home and will not negatively affect your health. The “R900 transmitters” being used comply with Health Canada Safety Codes and the World Health Organization. Exposure to radio waves from these meters is very minimal and is comparable to a mobile phone or baby monitor and less than a wi-fi network or microwave. The device transmits for less than one minute per day and only for a few milliseconds at a time. |
Water meters explained
A water meter measures the volume of water that goes into your home in cubic metres (1 cubic metre = m3 = 1,000 litres). It cannot distinguish how the water is used. As an example, if you have a leak, the meter records the water in the same way that it would if you were washing dishes, washing clothes or watering your plants.
Water meters have an outside reading device called a touchpad. The touchpad enables staff to read and record the amount of water used without entering the house. It is important that the touchpad be accessible at all times, especially during winter months, for regular reading.
The water meter should never be enclosed or covered by building materials or obstructed in any way.
Where to find the meter
Most water meters are in the basement. If you don't have a basement, look for your water meter in a crawlspace or on the main floor. Homeowners must always provide clear and unobstructed access to the water meter as per the Town of Orangeville Water and Wastewater Rates By-law.
All homes and businesses have a water shut-off valve which enables you to shut off your water supply in the event of an emergency leak. The internal shut-off valve is typically located in the basement or crawl space area. Look for it near your hot water heater, water softener or furnace. The shut-off valve must always be kept easily accessible.
The Town of Orangeville owns the water meter and is responsible for any maintenance. The property owner owns all other piping and plumbing inside the home or building out to the property line. The property owner must maintain household pipes to protect the water meter from issues like freezing. Property owners are not permitted to tamper with the water meter.
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