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How to Pay Your Bill

Flat rate vs metered rate 

About 80% of our 17,000 customers pay a flat rate for their water and sewerage services. In a flat-rate system, customers pay the same amount for each residential unit regardless of the quantity of water used. By comparison, about 20% of our customers pay a metered rate. In this case, the customer has a water meter installed, which measures the occupants’ actual water usage, and charges them according to the exact amount of water consumed. 

Because a metered rate is a more fair and equitable system (low water users pay less than high users), Saint John water has experienced an increase in calls to be converted to the metered system. However, the implementation and administration of metering is complicated and expensive. Meter supplies are limited, each installation has to be read and serviced, and billing and collection considerations come into play. For these reasons, we have had to put further conversions on hold—for now.

Implementation of a universal metering program needs to be well planned, fully-resourced, and carefully managed. We are talking about 14,000 or so new installations. Once we have the resources and plan in place, we will be able to pursue our universal metering program in full.

Water payments 

The City of Saint John offers six different ways to pay your water bill.

Online

You will be transferred to the Service New Brunswick site* where your payment will be collected and processed. Service New Brunswick maintains certification confirming that its site satisfies the Payment Card Industry Data Security Standard—the accepted security standard applicable internationally to payment card use.

*The legitimate website address where payments are entered is https://www.pxw1.snb.ca/snb9000
      /product.aspx?ProductID=multimuni&partnercd=SJ&l=e

Online through your financial institution

Bank of Montreal
Bayview Credit Union
CIBC
HSBC
National Bank of Canada
President's Choice Bank
RBC Financial Group
Scotiabank
TD Canada Trust
   
By mail

Cashier's Office
City of Saint John
PO Box 1971
Saint John, NB  E2L 4L1 

By phone
1-888-762-8600 (VISA, MasterCard & AMEX)
Mon - Fri: 8:00 a.m. to 7:30 p.m.
Saturday 9:00 a.m. - 1:00 p.m. 

In person
Customer Service Centre, Ground Floor City Hall
Mon - Fri: 8:30 a.m. - 4:30 p.m.
(Cash/Cheque/Money Order/Interac, VISA/MasterCard/Amex)

Service NB
15 King's Square North
Mon - Fri: 9:00 a.m. - 5:00 p.m. (Effective September 14, 2015)
Sat: 9:00 a.m. - 12:00 noon
(Cash/Cheque/Money Order/Interac, VISA, MasterCard & AMEX) 

Pre-authorized bank withdrawal

Please return the completed application along with a void cheque to: 

Email: 

collections@saintjohn.ca

Fax:

(506) 649-6003

Mail:

Billing & Collections, City of Saint John, PO Box 1971, Saint John, NB, E2L 4L1 

In Person:

Customer Service Centre, Ground Floor, City Hall, 15 Market Square, Saint John, NB

 

Billing cycle
Bills are issued twice a year for flat rate accounts. The first billing period is January 1 to June 30 and payment is due the first week of April. The second bill is for the period July 1 to December 31 and payment is due the first week of October each year. Customers who pay through equal monthly payments pay from March of the current year to February of the following year. If there’s a change in rates, this will be reflected on your water bill and the monthly payment is automatically adjusted in March.

Bills are issued bi-monthly for metered accounts.

Monthly payments
Saint John Water offers a pre-authorized payment option to allow customers to follow a monthly budgeted amount through pre-authorized debiting from your bank account.  Accounts set up for P.A.D. are penalty-exempt and delinquency-exempt. Please contact our office for details. You can choose to end your pre-authorized payments at any time. In order to process this request, we require written notice instructing Saint John Water to end your payment plan.

Late payment charges
Payments mailed or made to other agencies on the due date may not reach us in time to prevent late payment charges. Please ensure your payment is made prior to the due date, and allow 2-3 days for your payment to reach us.

If you can’t pay your bill, or your account falls into arrears
If you can't pay your bill, call us. We understand customers may experience periods of hardship such as illness or unemployment. Payments can be adjusted for a period of time and then resume with an increase to ensure your account does not fall into arrears. 

If your account does fall into arrears, you risk having your water service shut off. Property owners should be aware that arrears constitute a special lien against the property according to Section 117(9) of the Local Governance Act and these arrears would be recovered if the property changed ownership in the future. This means that the account balance remains with the property.