Water and Sewer

e-Billing

The Town of Shelburne is now offering the option to receive water and wastewater billing by email. 

E-billing allows you to receive your bill in a PDF format, sent directly to the email address of your choice. You must provide a valid email address.

We immediately cancel your enrollment in this program if your e-billing is undeliverable to the provided email address. 

If you would like to sign up for e-billing please complete the e-billing application form. If you would like to cancel e-billing please complete the e-billing cancellation form. 

Pay Online

You can pay your water bill online using Visa or Mastercard. You will need the following information:

• Your account number (5 digit customer number on your water bill)
• The amount you wish to pay
• Your credit card

Convenience fee

To pay your water bill online, you will pay 1.75% of the amount owing as a convenience fee.

Pay - Telephone or online banking payment  

You can pay your water using telephone or internet banking. To pay you will need to:

• Log in to your online banking.
• Add "Shelburne" as a payee. (Tip: Search payee listings for "Shelburne, Ontario", do not pick Nova Scotia (SHELBURNE NS).
• Enter the account number (customer number) from your water and sewer bill (5 digits, no decimals or spaces). If you have multiple bills each account number must be set up separately and a payment must be made to each separate account number.
• Make your payment at least three days before the due date to avoid late payment fees
If you move within Shelburne make sure you delete the account number and add your new number. Your account number does not move with you.

Use the below table to assist in setting up the payee for online banking. 

Pay - In person 

Bring your bill and payment to Town Hall located at 203 Main St. E. You can pay your water bill in person by cash, cheque or debit.

Pay - Drop box  

You can drop off your payment outside of our regular hours. Place your payment with bill stub in the night deposit box located at the employee entrance to Town Hall on Victoria St.

Pay At your bank

You can drop off your payment outside of our regular hours. Place your payment with bill stub in the night deposit box located at the employee entrance to Town Hall on Victoria St. 

Pay - By mail

Make your cheque payable to the Town of Shelburne and mail it with your bill stub to:

Town Hall
203 Main St. E.
Shelburne, ON
L9V 3K7  

Pay Pre-Authorized

Enrolling in the monthly pre-authorized payment plan makes it easy to budget by spreading out your payments which are withdrawn directly from your bank account. This will ensure you avoid any late or missed payments.  

Monthly preauthorized payment due dates:

• January 26
• February 23
• March 28
• April 26
• May 31
• June 28
• July 26
• August 30
• September 27
• October 25
• November 29
• December 27

You can pay your water and sewer bill with ease by setting up a pre-authorized payment system. Fill out a pre-authorized payment form and return to the Town of Shelburne.

You may change or cancel your pre-authorized payment information at anytime by filling out change or cancel my pre-authorized payment information.  

How is my water and sewer bill calculated?

Billing is sent out every two months and will consist of a fixed base rate and consumption charge for water and sewer. The amount of water that you use is measured by a water meter located at your residence. If a meter reading is unavailable, the invoice will reflect an estimated use based on past usage. The fixed base rate for water and sewer charges apply, even if you don't use any water. These fixed base charges are the minimum monthly charge for a water meter owned and read by the Town.

Your water and sewer payments are due on:

•    January 25, 2024
•    March 28, 2024
•    May 29, 2024
•    July 29, 2024
•    September 26, 2024
•    November 28, 2024

Due dates may be subject to change. 

Water Financial Plan

Watson & Associates Economists Ltd. was retained by the Town of Shelburne for the purposes of establishing user rates for water and sewer and is a requirement in obtaining a municipal drinking water license as per the Safe Drinking Water Act, 2002 (S.D.W.A.). In general, a financial plan requires an in-depth analysis of capital and operating needs.

Please see the Water Financial Plan

Water and sewer user rates

Please see our 2024 water and sewer user rates. Please see by-law 69-2023.

Water meter kit

Water meter kits can be purchased directly from Wamco. For more information contact the Utility Coordinator at 519-925-2600 ext. 231.

Change of ownership

What you need to know:

• The water account number stays with the property
• We need written authorization from a lawyer to update ownership of a property

Once the closing has occurred, lawyers will send confirmation providing updated ownership of the property.  Water and sewer accounts will be updated with the new ownership details.

Water and sewer certificates 

Water/Sewer Certificates provide information regarding outstanding balances and amounts not yet billed on water accounts. They are often requested during the sale, purchase or refinancing of a property. 

An individual or lawyer may request a Water Certificate if they wish to determine if there are any outstanding charges at the time of a real estate transaction. Contact your lawyer directly to inquire if they have sent the request.

Water Certificates are issued on the date of closing and will be emailed to you at the email provided.  We will not forward Water Certificates to another party or address.

When submitting your request, please include the following information:

• Water Utility Account number or service address and;
• Current owner, purchaser/Tenant and closing date

The fee is $40.00 for each property/account request. Cheques should be made payable to ‘Town of Shelburne’ and can be mailed to:

The Town of Shelburne
203 Main St E
Shelburne, ON
L9V 3K7

Payment can also be submitted at Town Hall via cash, cheque or debit along with your water certificate request.

Submit your water and sewer certificate request by emailing water@shelburne.ca 

Penalty and interest charges

If any bill, including arrears, is not paid within thirty days after the date mailed, or within thirty days of the date shown on the bill, whichever is later, arrears shall be subject to a late payment charge equal to 1.25%.

Change your address

You need to notify the Town if you change your address. Complete our address change form to update your information with the Town of Shelburne.

Water leaks

Leaks can waste money and water. If you suspect a leak, use your water meter to find it. Common culprits are:

• Toilet flapper valve
• Dripping tap
• Feed to a washing machine or a softener with a pin hole leak

Many of these are silent offenders. Be proactive and check for leaks a few times a year.

Check your meter face for the low flow indicator on the front. If there is no water being used in the house, but the dial is turning that could mean water is being lost through a leak. Utilize the water shut off valve on each appliance to find the leak.

New water meters are equipped with a digital screen. When water is flowing through the water meter a positive (+) sign will display on the digital screen. If this occurs when no water is being used that could mean water is being lost through a leak. Utilize the water shut off valve on each appliance to find the leak.  

Leak Forgiveness Program

The Town of Shelburne offers Leak Protection Forgiveness to residential customers who have experienced a leak in their home. Approved requests may receive an adjustment up to 50% of the excess water use over the customer’s average consumption to a maximum of $1,500.00.

The leak adjustment must be requested within 90 days following the date of a high consumption bill.

For full details, please see the leak forgiveness program within the Water & Wastewater (Sewer) Collection Policy. 

Complete the Leak forgiveness request form.

Sewer Backup

What is a sewer backup?

A block in the sewer pipes can create a backup on private property. It is the result of wastewater no longer able to leave the property through the sanitary lateral pipe that is connected Town of Shelburne sewer main, usually due to a blockage.

How can I prevent a backup from occurring?

Only flush the 3 P’s
Never flush or pour the following materials down your drain
wipes of any kind – flushable/baby/others
personal hygiene products
paper towels
fats, oils, and grease

What to do if you have a sewer blockage

If you suspect you are having a sewer blockage, please follow the steps listed below:

1.  Stop using the water at your property. This includes flushing toilets and turning on any taps.
2.  Contact a licensed plumber to come to your property to clear the blockage. This is the homeowner/resident’s expense.  The plumber will use a camera to determine where the block is located. 
3.  After following the steps above, and if it is determined the blockage is on Town property, the Town will need to be involved to assess the situation.  Please allow the Town to have access to the video (CCTV) that the plumber provides.
4. The Town recommends the homeowner always follow up with their insurance company when there is damage due to a sewer backup.

Please contact the Town of Shelburne, Utilities Department:  519-925-2600 x 231 or by email:  water@shelburne.ca

Frequently Asked Questions

What if I call the Town before a Licensed Plumber?

 The Town will be able to perform a camera inspection for a fee, but the following must be available:

• Clean out valve
• No buildup of water in the pipe-camera will not be able to capture where the block is located.
• The Town quite often is unable to clear the blockage so a plumber will need to be contacted first to clear and allow the water to drain from the pipe.
• It is recommended that a licensed plumber is contacted first.

What if my property’s backup is determined to be a Town blockage? Is there a fee?

There will be no fee if it is determined by the Town (confirmed by video supplied by licensed plumber or by Town performing a video inspection).

How long does clearing a blockage take?

Depending on the cause of the blockage, it may take three hours or more for a crew to clear a blockage and conduct a video inspection of the sewer lateral after it has been cleared.

How do I dispose of fats, oils and grease?

How you dispose of fats, oil and grease can have a serious impact on your home and the environment. When poured down your sinks, drains or toilets, they eventually cool and can clog the pipes that take the wastewater from your house to the treatment plant. Small amounts of fats, oils and grease can be disposed of in your green bin.   See https://www.dufferincounty.ca/waste#!rc-cpage=wizard_material_list to check your item and how to dispose of it.

What is a sanitary sewer lateral pipe?

A sanitary sewer lateral is the pipe that carries your wastewater from your home (toilets, sinks, showers, laundry, floor drains, etc.) to the public sanitary sewer.

Who is responsible for the sanitary sewer lateral pipe?

The Town of Shelburne does have a policy based on the premise that the Town owns and is responsible for the portion of the sanitary sewer service that is on the municipal boulevard or on an easement or block that has been granted to the Town for a sanitary sewer.

The sanitary sewer lateral pipe running from the home to the property line is the responsibility of the homeowner/resident. The sanitary sewer lateral pipe that begins at the curb box and runs to the mainline sanitary sewer is the responsibility of the Town to maintain.

Flushing / Why is my water discoloured?

Your water may be discolored due to the flushing of watermains which occurs twice annually, in the spring and fall. Flushing watermains will release the buildup of iron and minerals and cause water to change colour.

What can you do?

Customers in the area being cleaned are cautioned to refrain from drawing any water for any purpose until the cleaning of that section of watermain is completed. Put water softeners on bypass to prevent recycling during the process to avoid excessive amounts of iron or manganese through the media filter. Leave off for several hours after the prescribed outage.

Please check your water before using. To ensure your water is clear run a cold water in the laundry tub or bath tub for 5 – 10 minutes to clear the water service from the street into your building.

If the hot water is discoloured, it might be time to flush your hot water tank.

Flushing zones

Spring Hydrant Flushing will start April 24 until May 12. Hydrant flushing will follow a schedule which is broken down into three zones. Please see the hydrant flushing zones map. 

Zone 1:  April 24 – April 28 (West of Owen Sound St)
Zone 2:  May 1 – May 5 (South of Hwy 89)
Zone 3: May 8 – May 12 (East of Owen Sound St/North of Hwy 89)

Dates may change, please check back for updates.

Why does my water smell?

Does your hot water smell like rotten eggs? It may be time to flush your hot water tank.

To flush a hot water tank, you need to:

1. Turn off the electricity to the unit and open a hot water faucet to reduce the water temperature.
2. Shut off the cold water valve at the top of the tank and attach a garden hose to the drain valve near the bottom of the tank.
3. Route the hose to a floor drain and open the drain valve. Use a colander to catch the sediment.
4. Fill and drain the tank repeatedly until the water runs clear.

Water pressure

Most incidents of poor water pressure are caused by clogged pipes. Please check all shutoff valves (near the meter) to make sure they are fully open. If you suspect low water pressure contact a plumber to investigate. The Town's Water Operator is not a licensed plumber, but can check the water meter to ensure it is not blocked.

Watermain breaks

Watermain breaks may happen if there is external corrosion of the watermain pipe. Fluctuating weather changes may also cause the ground to swell and put undue pressure on weakened mains. Signs to look for are:

• Water pooling or flowing above ground
• Reduced water pressure in your home

If you suspect there is a watermain break in your neighbourhood contact: 519-925-2600 ext. 231 from Monday to Friday from 8:30 a.m. to 4:30 p.m. or 519-938-0124 (after hours)

Frozen water pipes

Frozen water pipes can be a real nuisance and, in some instances, may cause water to stop running to your home. Before you can fix the problem, you need to locate where the pipe is frozen. If the frozen pipe is on your property, it is your responsibility to fix the issue.

Call a plumber to help assess the damage and locate the issue. Alternatively, you can call the Town of Shelburne Water department at:

• 519-925-2600 ext. 231 (Monday to Friday from 8:30 a.m. to 4:30 p.m.)
• 519-938-0124 (after hours)

Review our frozen water service fact sheet for a full list of tips and guidelines to help you deal with frozen water pipes.

Avoid Frozen Pipes

Due to the lower temperatures, please be aware that the pipes in your home may freeze if they are unprotected.  Here are some steps to avoid frozen pipes:

• Ensure your indoor air temperature is kept above 8C in areas that contain water pipes and especially near the meter.
• Seal air leaks in your home and garage, especially in areas where pipes run.
• If there are water supply lines in the garage, keep outside garage doors closed.
• Insulate all outdoor water pipes with specially designed outdoor foam pipe covers available at building supply or home improvement stores
• Shut off and drainpipes leading to outside faucets.
• For meters or water pipes located inside a cabinet, leave the cabinet doors open to allow warm air to reach them.
• If you’re going away for an extended period, consider turning off the main water shut off valve and draining your water system out through a sink or tap in the lowest level of your home. Consider having someone check on your home regularly to make sure the heat is still on and that your pipes haven’t burst.
• Call the Town Water Department if you have any questions or need assistance:  519 925 2600 x 231 or after hours 519-938-0124

Thaw the pipe

If the frozen pipe is located inside, you may be able to thaw the pipe. Turn on the tap closest to the frozen pipe and begin warming the pipe as close to the tap as possible. If you notice any leaks in the pipe, call a plumber immediately.

To thaw pipes correctly they should be warmed slowly and evenly to prevent the pipes from bursting. Try using the following methods to warm your water pipes:

• warm towels
• space heater to warm the room

To prevent pipes bursting avoid using the methods listed below

• Propane heater or open flame (such as a blow torch, candle or lighter)
• Hair dryer
• Heating pad
• Space heater
• Other electric appliance

Save money and water

Try these tips to reduce your water usage and increase water sustainability:

• Sweep your driveway and walkways instead of washing them with water
• Avoid wasting water by positioning sprinkles so they don't spray on driveways and sidewalks
• Water your lawn in the morning or evening
• Don't apply more than 25 mm of water to your lawn per week
• Landscape with plants that are native to the region and can tolerate drought conditions

• Are your toilets losing water?  Please see this instruction on checking for water leaks 

• Ensure your water softener is functioning correctly by checking with the manufacturer’s manual.  Demand initiated regeneration water softeners are the newest technology and only regenerate when needed.  Older softeners may be wasteful of water and salt as they are set to regenerate on a timer regardless of the demand.  Reach out to a local water softener specialist or the company that made your current softener.
• Don't flush garbage down the toilet
• Use high efficiency showerheads and limit shower times to five minutes
• Run dishwashers and washing machines only with full loads
• Use a rain barrel to collect water and use that for flower beds and gardens
• Wash your car with water in a bucket and use a hose with a shut-off nozzle to avoid waste.

For the months of June, July and August if your home address ends with an odd number (1, 3, 5, 7 or 9), you can water your lawn, gardens, trees and shrubs on odd-numbered dates of the month.

If your home address ends with an even number (0, 2, 4, 6 or 8), you can water your lawn, trees, gardens and shrubs on even-numbered dates of the month.

Water and Wastewater Reports  

We prepare these reports to comply with the Safe Drinking Water Act, 2002.  A yearly audit is performed to ensure compliance.  

View our Drinking Water Quality Management Standard Audit (DWQMS) and Certificate.

• 2022 DWQMS Audit 
• 2022 DWQMS Certificate

View our Annual Water System Reports for information about water usage and sustainability:

• 2023 Annual Water System Report
• 2022 Annual Water System Report
• 2021 Annual Water System Report 
• 2020 Annual Water System Report 
• 2019 Annual Water System Report
• 2018 Annual Water System Report
• 2017 Annual Water System Report
• 2016 Annual Water System Report
• 2015 Annual Water System Report
• 2014 Annual Water System Report

Review our Drinking Water Summary Reports for information about the safety of our drinking water:

• 2023 Drinking Water Summary Report
• 2022 Drinking Water Summary Report
• 2021 Drinking Water Summary Report
• 2020 Drinking Water Summary Report
• 2019 Drinking Water Summary Report
• 2018 Drinking Water Summary Report
• 2017 Drinking Water Summary Report
• 2016 Drinking Water Summary Report
• 2015 Drinking Water Summary Report
• 2014 Drinking Water Summary Report 

Waste water treatment reports

Wastewater treatment reports review the facility and operation of the Waste Water Treatment facility located in the Town of Shelburne. Review our reports to see how we perform.

• 2023 Waste Water Treatment System Annual Report 
• 2022 Waste Water Treatment System Annual Report
• 2021 Waste Water Treatment System Annual Report
• 2020 Waste Water Treatment System Annual Report
• 2019 Waste Water Treatment System Annual Report
• 2018 Annual Performance Report for Shelburne Wastewater Treatment Plant
• 2017 Performance Report for Shelburne Waste Water Treatment Facility
• 2016 Performance Report for Shelburne Waste Water Treatment Facility 
• 2015 Waste Water Treatment Facility Performance Report

Water operational plan

Please contact Jim Moss, Director Development and Operations to attain a copy of the Shelburne Drinking Water System Operational Plan. 

Bulk water fill

Where a customer requires a temporary or bulk water supply, such customer shall apply to the Town of Shelburne for a connection to the Water Tower Filling Station. If the connection is approved and an agreement signed, the customer shall pay, prior to the connection, a deposit and a fee per cubic meter as per the current User Fees and Charges for Municipal Services By-Law. Please see the Water Collection Policy for more information.

No person other than a person authorized by the Town for that purpose shall be permitted to open or otherwise interfere with or operate or take water from any fire hydrant.

Complete the online bulk water fill application.

Backflow prevention program

To help protect the safety of the Town's drinking water, all Commercial, Industrial or Multi Residential property owners are responsible to follow the Town of Shelburne’s Back Flow Prevention Program.  

Backflow tests must be conducted by a qualified person annually. Property owners will receive a request letter from the Town to complete a Backflow Prevention test by a qualified person each year in January. All completed tests will be required to be completed by April 15th of each year.

Please see the below list of approved contractors.  If a property owner or property manager hires a contractor from this listing, it is their responsibility to obtain current WSIB Clearance Certificate as well as proof of current Liability Insurance.

A Cross Connection Site Survey will be conducted by Town Staff and will be required every five (5) years or if there has been any changes to the plumbing system.

Please note:  Residential owners will not be affected by this program unless they are zoned as mixed use. 

Please see our Back flow prevention Bylaw for further details.  If you have any questions please call 519-925-2600 extension 231 or by email.

The water meter policy concerns your water meter in your home or building.  The policy explains what belongs to the Town and what belongs to your private plumbing system, how water and sewer is measured, the rules for access by Town staff and how the meter is tested for accuracy.