Questions and answers

Here are answers to some common Water Meter Upgrade questions:

Will I receive a new water meter?
This depends on the age and compatibility of your water meter. A transmitter may be installed alone or as part of a water meter replacement. However, to inspect the meter at a minimum, access to the water meter is required for all appointments.
Why are water meters being upgraded?
The typical life of a water meter is 10 to 20 years, and like most mechanical devices, they eventually need to be replaced.
Who will pay for my new water meter?
The City is responsible for the cost of the new meter and installation.
What if I do not want to upgrade my water meter?
Under the City of Brantford Municipal Code, Chapter 650, Water Service Connection By-law, it is mandatory to participate in this program.
What are the benefits of the upgraded water meter?

The water meter upgrade offers many customer service benefits:

  • The City’s online web portal provides access to hourly usage information with alerts for detection of leaks and unexpected high usage
  • Reduces estimated bills
  • Improves meter accuracy
  • Eliminates the need for a technician to access your property to read the meter manually
How will I know when work is being done in my area?
Meter replacements are being done on a ward-by-ward basis. When technicians are in your area, you will receive an Appointment Notice brochure in the mail with more detailed information, including instructions on how to book an appointment.
How to identify my technician?

Every authorized technician can be identified by:

  • KTI uniform with City issued ID badge
  • Vehicles with the KTI Utility Services name and logo
  • KTI will not ask for any form of payment from customers
How long will the installation take?
The installation typically requires 30 to 90 minutes to complete.
If my schedule changes, is there a penalty if I have to cancel or reschedule my appointment?
No. Simply follow the link provided in your appointment confirmation email or call KTI at 1-833-543-8807 to modify or cancel your appointment at no charge. 
What should I look for after the installation?
If a leak were to happen, it would typically occur within the first 24 hours following the installation. Property owners are encouraged to check their meter and contact KTI Utility Services if a problem is detected at 1-833-543-8807.
Who should I contact if I have any concerns?
For concerns related to the water meter upgrade project, please contact KTI Utility Services at 1-833-543-8807
Can I book an appointment if I haven’t received a notice yet?
No. You cannot book your appointment until you are notified by mail that KTI Utility Services technicians are in your area. Booking instructions will be located on your mailed Appointment Notice.
Once I receive the notice, when do I need to book my appointment?
Technicians will be in your area for a limited time. You will be asked to book your appointment within two weeks of receiving the notice.
Why did I receive a final notice?
This is the final attempt to contact you about having your water meter upgraded. If no appointment is booked within two weeks of the final notice, water service to your property may be discontinued until you book your upgrade appointment.
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.
Is the upgraded water meter technology safe?
The levels of radio frequency emitted by the new meter technology are lower than those of common household devices, such as Wi-Fi routers and cell phones, making it safe and compliant with Health Canada's guidelines for radio frequency exposure limits.
How does the City use and disclose my personal information?

The City collects personal information in order to manage utility billing. This includes sending bills, notifying you of rate changes, discontinuing services, and disclosing account information to registered property owners or collections agencies if the account is past due. The collection of your information is in accordance with Sections 11 and 398 of the Municipal Act, 2001, S.O. 2001, c. 25.

Questions about the collection of your personal information can be directed to the City’s Customer Contact Centre by calling 519-759-4150.