The City of Hamilton will assume responsibility for water billing services from Alectra Utilities, with the Hamilton Utilities Billing (HUB) team managing meter reading, billing and customer service.
This change has no effect on water service, water quality or water rates. The City, in partnership with Optima Communications Inc., will provide dedicated customer service, including a new online customer portal for easy access to account information and payments. No service disruptions are expected, and staff and partners are fully prepared to manage any increase in customer inquiries throughout this transition.
As part of this transition, 54,600 customers currently enrolled in pre-authorized payments (PAP) with Alectra must enrol with Hamilton Utilities Billing. As of February 26, 48% of the 54,600 affected customers have successfully re-enrolled in PAP with HUB. To support residents with uninterrupted payments, the deadline for re-enrolment has been extended to March 20, 2026.
How to re-enrol in pre-authorized payments
In December 2025, all affected residents were mailed step-by-step instructions outlining how to set up a new pre-authorized payment with Hamilton Utilities Billing ahead of the transition, along with a prepaid, addressed envelope for convenience. If residents need to request another copy of the form and a prepaid, addressed envelope, they can contact Hamilton Utilities Billing customer service at 905-546-8630.
Completed forms can be mailed in the prepaid, addressed envelope to PO Box 7703 Stn. Adelaide, Toronto, ON, M5C 0C6, or mailed to or dropped off in person at the service counters at Hamilton City Hall (71 Main St W, Hamilton, ON L8P 4Y5) or Hamilton Water (330 Wentworth St N, Hamilton, ON L8L 5W2).
If residents have already submitted their re-enrolment form, they will receive a confirmation once their information has been processed.
To ensure broad community awareness and action, in addition to the direct mail, the City is promoting the re-enrolment period across a variety of channels, including:
· Automated Calls: Residents enrolled in pre-authorized payment plan with Alectra Utilities have received one automated call in December 2025 and will soon receive another advising and reminding them to re-enrol with Hamilton Utilities Billing (HUB).
· Paid Advertising, social media, and signage: Digital and print promotions to start running across Hamilton.
· Information video: Video about the PAP re-enrolment has been created and will be posted on Hamilton.ca/HUB and social media channels.
To help increase awareness and answer constituent questions, we have prepared the following frequently asked questions, social media graphics and social media caption for your use.
Sample social media post: Heads up, #HamOnt! The City of Hamilton is assuming water meter reading and billing services from Alectra Utilities. If you currently pay through pre-authorized payments with Alectra Utilities, you need to re-enrol with HUB by March 20, 2026 to keep your automatic payments running smoothly. Learn more: hamilton.ca/HUB
Frequently Asked Questions:
1. Why do residents enrolled in a PAP with Alectra Utilities have to re-enrol in pre-authorized payments with the City?
With the upcoming transition, the City of Hamilton requires a new PAP authorization. Due to banking authorization requirements and privacy regulations, pre-authorized payment agreements cannot be transferred automatically between Alectra Utilities and Hamilton Utilities Billing. Re-enrolment confirms resident consent, supports compliance with updated banking and privacy regulations and allows the City to continue offering a smooth, reliable billing experience using a preferred payment method.
Residents who wish to continue paying through pre-authorized payments must re-enrol with HUB before March 20, 2026, to allow sufficient processing time and avoid any disruption to automatic withdrawals.
Residents can visit hamilton.ca/HUB or email hamiltonutilitiesbilling@hamilton.ca for more information on re-enrolment or call 905 546 8630 for HUB Customer Service Support.
If residents do not re-enrol in pre-authorized payments before March 20, 2026, their water bill payments will no longer be withdrawn automatically from their bank account. They will be responsible for paying their April 2026 and all future bills using one of the other payment options available.
If they miss the March 20, 2026, deadline and still wish to re-enrol, it will take effect on the next billing cycle post re-enrolment.
2. Why is the PO box in Toronto?
The Toronto PO Box is a secure mail service used to safely receive and process high volumes of sensitive financial documents. It helps ensure reliable service for the City and its residents. Please note, it is not a customer service office or billing centre.
Residents also have the option to mail or drop-off PAP re-enrolment forms at 330 Wentworth Street North, Hamilton, Ontario, L8L 5W2 or Hamilton City Hall, 71 Main Street West, Hamilton, Ontario, L8P 4Y5.
3. What happens if a resident who is signed up for Alectra PAP does not re-enrol with HUB by the March 20 deadline?
If residents do not re-enrol in pre-authorized payments before March 20, 2026, their water bill payments will no longer be withdrawn automatically from their bank account. Instead, they will be responsible for paying their water bills using one of the other payment options.
The other payment options include:
· Online or telephone banking (with HUB account number provided on your first bill)
· Credit card (Visa and Mastercard only. Fees apply and credit cards may be used for single payments only, not recurring payments)
· By mail (cheque payable to “Hamilton Utilities Billing”)
· Through your bank (online, telephone or in-person)
Brad Clark Report 
You must be logged in to post a comment.