Water Meter Upgrade Program
Our Water Meter Upgrade Program is now in its final stages, with the majority of installations complete.
These smart meters help us do more for our water like:
- conserve water
- allow residents to see up-to-date usage data
- provide regular billing cycles
- identify leaks faster
The upgrades help us continue to provide the high-level delivery we have been known for. The project is being carried out by Neptune Technology Group Canada.
Why are water meters needed and why the upgrades?
In Orangeville, all homes, businesses, factories, and public buildings must have a water meter. A water meter is a tool that measures how much water is used at your property.
- Many of our current water meters have performed well beyond their expected lifespan—upgrading now means preventing any decline in how our meters work.
- 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.
In fall 2025, an online portal, called MyNeptune 360, will roll out, giving you access to real-time water usage data and more.
What to expect for your installation
We are working with Neptune to get the last of the water meters installed. If you're still on the list to have one completed, you should receive a letter from Neptune walking you through the appointment booking process at this time.
What you need to know:- the installation takes 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 times are limited and more information on availability will be provided by Neptune or the Town
- technicians from Neptune Technology Group will have identification from both Neptune and the Town of Orangeville
Unsure if an installer is legitimate? Call the Town of Orangeville at 519-941-0440 ext 2210 to verify their identity if needed.
Frequently Asked Questions
| Will we be charged for the new water meter? |
| 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. |
| Is there anything I need to do for the installation? |
|
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. |
|
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 Number 2024-075, 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? |
|
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 Number 2024-075, 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? |
|
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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