Payments must be RECEIVED at Vancouver City Hall or by your financial institution by the “due date”. 
It is the customer’s responsibility to ensure the delivery of the payment is on time.
The City of Vancouver is not responsible for an outside party’s failure to deliver the payment.  Mail lost or delayed by a delivery service will be subject to penalty.  Postmarks are not accepted as proof of receipt on time.

The City accepts the date paid at the bank as the payment received date but bank payments can take several days to reach the City. If your payment has not been applied to your account after five business days please contact your bank to supply proof of payment and submit this to our office. During peak times such as the Advance and Main Tax due dates processing may take up to two weeks.

Garbage and yard trimmings services are mandatory for Single Family Dwelling, Single Family Dwelling + Suite, Single Family Dwelling + Laneway house, Single Family Dwelling + Suite + Laneway house and Duplexes. If you choose to have your carts removed, you will be billed the minimum allocation for your property. For a cart pickup, please phone our office seven days a week, 7:00am - 10:00pm at:

From within Vancouver city limits	3-1-1
From outside Vancouver city limits	604-873-7000
TTY service	7-1-1
Translation services available in 150+ languages

If you decide to change your cart size, the price difference between the cart sizes will be prorated and billed or credited to your account.  If you have already changed your cart size within a year there may be an additional fee associated with the request. To change the size of your Garbage or Yard Trimming Cart please phone our office seven days a week, 7:00am - 10:00pm at:

From within Vancouver city limits	3-1-1
From outside Vancouver city limits	604-873-7000
TTY service	7-1-1
Translation services available in 150+ languages

You do not need a bill to make a payment.  You can check your balance online and your utility billing information at:  vancouver.ca/propertyinquiry.

Payment options are:

1. Mail your cheque to our office and record the utility account # on your cheque.
2. Pay online through your financial institution, set up your account using your 7 digit utility account number.

A copy of the current bill can be mailed to the property owner by sending an email request to utilities@vancouver.ca or by calling our office seven days a week, 7:00am - 10:00pm at:

From within Vancouver city limits	3-1-1
From outside Vancouver city limits	604-873-7000
TTY service	7-1-1
Translation services available in 150+ languages

Due dates are not extended while customers wait for the copy to arrive.

* Copies of prior bills are subject to a fee payable in advance.

1. Have there been any plumbing problems at the property that may explain the high consumption? 
2. Has there been a change at the property? For instance, a new tenant may be using more water (hair salon, Laundromat, etc.).
3. Check your property for running toilets, dripping faucets or any other plumbing problems.  These can be the cause of considerable water loss.  If none are found there is a possibility that an undetectable leak may exist.
4. If an underground leak is present you may be eligible for an adjustment to your bill once the leak is repaired.  A request to review a high consumption bill due to an undetectable leak can be faxed (604.873.7051) or emailed utilities@vancouver.ca and the request must include:

• Property address
• Utility account number
• Brief explanation of request/claim
• Owner’s name, signature, and phone number
• Contact name and phone number if different from owner
• Written request must be signed by the owner and not the tenant
• Property managers can request inspection for stratified properties
• Copies of any receipts used to repair the leak (plumbing bills, materials, etc.)
• Written requests can be forwarded to:

Revenue Services, Utility Billing
PO Box 7747 Stn Terminal
Vancouver BC V6B 8R1

5. A Water Inspector will contact you to discuss your claim.