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When you turn on the tap, you expect clean, safe water to flow for everything you need. It's our job to make that happen. We put your drinking water through an intensive treatment process, send it through pipes to your home and treat the "wastewater" you flush down the toilet and send down the drain.

​How rates are set

Our rates reflect the cost to provide water service to you based on your use of the water system. We work carefully to ensure new rates are fair and affordable while still addressing some operational requirements and supporting investment that will allow us to continue to provide clean, safe water and reliable service. We also consulted with Edmontonians to get their feedback on acceptable rates and investment priorities.

These rates are set out in an application we make City of Edmonton (our regulator) every 5 years under Performance Based Regulation (PBR). PBR tie our rates to performance. As part of our rate application, we're expected to meet high performance standards in:

  • Customer service
  • System reliability
  • Water quality
  • Environment 
  • Safety

​New rates


New rates for water and wastewater service became effective April 1, 2017.

See what's changing

 

​Investing in water


Investing in infrastructure ensures we can continue providing clean, safe water.

Investing in the value of water

 

​Our performance


We meet high performance standards and report regularly on how we’re doing.

How we're performing

 

New Rates on April 1, 2017

 

​New rates for clean, safe water and wastewater

In October 2016, Edmonton City Council approved new water and wastewater rates for the next 5 years, which went into effect on April 1, 2017.

For 2017, the average residential customer in Edmonton will pay about 70 cents/day for their water and wastewater service. Here's how that compares to some other expenses you might incur:

For 2017, you'll see a total increase of about $1.60 on each monthly bill. By the end of 2021, a total increase of about $8 each month. This is reflective of the cost for us to treat your water, send it to your home and treat your wastewater, so it can be safely returned to the river.

Comparing rates to other cities

Our new water and wastewater rates were either lower than or in the middle of the rates of similar municipalities like:

  • Calgary
  • Regina
  • Vancouver
  • Winnipeg
  • St. Albert
  • Sherwood Park
  • Sturgeon County
  • Spruce Grove  

Other service fees and special rates

As of April 1, 2017, some of our fees for services like meter installations and water turn on/offs also increased to more accurately reflect the cost of providing these services. 

Removal of seasonal pricing 

We're eliminating seasonal pricing, a rate adjustment program put in place to account for water absorbed into the ground for irrigation (e.g., watering our lawns and gardens in the summer) for larger use customers. Under seasonal pricing, we applied a credit to a customer's monthly summer bill if their water consumption was in excess of 5 cubic meters of their average consumption. But reviews of the program found most customers do not use enough water to see a benefit from this program. As of April 1, this rate adjustment is no longer be applied to your bill.

Multi-residential and commercial customers

Rates also increased for multi-residential and commercial customers as of April 1. The total bill increase for these customers will vary based on their water consumption. 

Investing in the value of water

 

Supporting infrastructure over the next 5 years

The new rates will help support infrastructure investments over the next 5 years. Today, our infrastructure allows us to provide clean, safe water and reliable service. To ensure we can keep delivering for years to come, here are some of the initiatives we're investing in.

Water

We're investing in initiatives to improve water quality, treatment and distribution like enhanced river monitoring and water main renewal.

Wastewater

We're investing in upgrades to our Gold Bar Wastewater Treatment Plant to maintain safety standards and water quality going back to the river.

Our performance

 

How we're performing

We're expected to meet high performance standards and report regularly on how we're performing. For example:

  • Our recent Performance Based Rates (PBR) application to the City of Edmonton was more than 2,000 pages long and included detailed business cases for all capital projects over $5 million.
  • We prepare PBR progress reports annually to report on our actual operating and financial performance.

PBR progress reports

Our performance metrics

The tables below show how well we performed against the targets that were set out in the Performance Based Regulation process.

​2016 water system quality measures
​Measure ​ PBR Target 2016 Performance 2015 Performance 2014 Performance​2013 Performance

System Reliability Index  ​ ​ ​

Water Main Break Factor
Number of main breaks in the year ​
574 ​242277 ​392278​

Water Main Break Repair Duration Factor
Percentage of main breaks repaired in 24 hours from time water is shut off ​

93.7% ​98.3%97.4% ​91.2%94.9%​
Planned Interruption Factor
Percentage of times we met planned construction timelines ​
95% ​97%95.4% ​96.4%95.6%​
Water Pressure Factor
Number of times water pressure is below 20 psi for two or more consecutive 15-minute periods ​
5 ​01 ​10​
Water Loss Factor (ILI)1
Water loss in the distribution system as measured by the Infrastructure Leak Index ​
3.0 ​1.181.46 ​1.271.29​
System Reliability Index Total
Points earned compared to maximum points available, including 3.5 bonus points
28.5​ 28.5 28.5​28.528.5

Water Quality Index  ​ ​

Water Quality Index
Percentage of Edmonton water quality tests that meet internal standards and regulatory measures
99.6% 99.7%​99.8% ​99.8%​99.8%
Water Quality Index Total
Points earned compared to maximum points available, including 0.5 bonus points​
25.1 25.0 25.125.1​25.1

Customer Service Index  ​ ​ ​

Post Service Audit Factor
Percentage of surveyed customers who rated their service experience with Water Dispatch or field employees as "very satisfied" or "completely satisfied" ​
74% ​77.8%77.4% ​73.6%77.8%​
Response Time Factor
Average number of minutes to confirm a water main break once a call is received by Water Dispatch ​
25 ​16.621 ​2116​

Home Sniffing Factor
Percentage of volunteer community members who favourably assess drinking water odour during spring runoff season 

93.8% ​96.2%93.9% ​95.7%94.8%​
Customer Service Index Total
Points earned compared to maximum points available, including 3 bonus points​
23.0​ 22.7 21.321.222.8​

Environmental Index  ​ ​ ​

Emergency Response Training
Number of practice exercises undertaken in the year ​
4 ​44 ​54​
Completeness and Timeliness of Reporting
Percentage of incident reports completed ​
100% ​100%100% ​100%100%​
Environment Incident Management
Number of reportable and preventable environmental incidents ​
7 ​410 ​54​

Water Conservation
10-year average monthly water consumption in m3 per Edmonton residential household  ​

19.0 ​16.917.3 ​17.517.8​
Watershed Program Activity
Number of deliverables completed ​
5 ​77 ​77​
Environmental Index Total
Points earned compared to maximum points available, including 1.5 bonus points ​ ​
16.5​ 15.75 14.616.515.8

Safety Index  ​ ​ ​

Safety Meetings
Number of safety meetings conducted ​
36 ​3636 ​4236​
Formal Safe Work Plans
Number of formal safe work plans to identify, control and communicate hazards
3,100 ​17,99015,741 ​14,05912,417​
First Aid Training
Percentage of permanent employees at year-end who hold a valid Standard First Aid Certificate ​
33% ​60.2%61.5% ​55.3%55.5%​
Work Site Inspections/Observations
Number of Work Site Inspections / Observations to find problems and assess accidents before other losses occur
800 ​1,0171,347 ​1,297998​
Lost Time Frequency Rate
A measure of the effectiveness of a safety program – the frequency of injury rate per unit of exposure ​
0.59 ​0.20.00 ​0.670.46​
All Injury Frequency Rate
A measure of the frequency of disabling injuries and medical aid injuries per unit of exposure ​
2.4 ​0.651.56 ​1.570.46​
Injury Severity Rate
A measure of the seriousness of injuries and illnesses – ratio number of disability days to the number of employee exposure hours ​
8.92 ​5.610.00 ​5.1741.76​
Safety Index Total
Points earned compared to maximum points available, including 1.5 bonus points​
16.5​ 16.5 16.516​14.6
            Total Points Earned  108.45 105.5107.3​106.8​
Points Required to Meet Performance Standard ​ ​ 100 100​100​100​

1 Water Loss Factor standard and actual performance reported above does not reflect a revised measurement methodology utilized for other reporting purposes. The methodology used to determine the standard performance measure in Waterworks Bylaw No. 12585, as amended, has been retained in calculating the actual performance to allow for comparability to the performance standard.

2016 wastewater treatment service quality measures

 

Measure  PBR Target 2016 Performance 2015 Performance 2014 Performance ​2013 Perfomance

System Reliability Index  ​ ​ ​

Enhanced Primary Treatment
Percentage of times the EPT facility operated during wet weather events when influent flow rate exceeded the EPT event threshold
75.0% ​100%89.0%  84.3% 89.2%​
System Reliability Index Total ​16 16 16​ 16​ 16​

Wastewater Quality Index  ​ ​ ​

Wastewater Effluent Limit Performance Index
Percentage of the discharge limit for five parameters in the Gold Bar Wastewater Plant's final effluent
46.0% ​17.5%23.0%  22.9% 20.7%​
Wastewater Quality Index Total ​44 44 44​ 44​ 44​

Customer Service Index  ​ ​ ​

Customer Inquiries Response
Percentage of customer concerns responded to within 24 hours of being received
90.0% ​100%100%  92.3% 96.3%​
​Customer Service Index Total 5 5 5​ 5​ 5​

Environmental Index  ​

Emergency Response Training
Number of emergency response training exercises with an environmental component were conducted
1 ​22 2 1​

Completeness and Timeliness of Reporting
Percentage of times report submission deadlines were met and complete reports were submitted

100% ​100%100% 100% 88.9%​
Environment Incident reporting
Number of reportable and preventable environmental incidents
18 ​44 6 8​

Environmental Index Total

22​ 22 22​ 22 ​22

Safety Index  ​ ​

Safety Meetings
Number of safety meetings conducted
12 ​1212 12 12​
Formal Safe Work Plans
Number of formal safe work plans to identify, control and communicate
1,100 ​9,6659,665 8,758 8,283​
First Aid Training
Percentage of permanent employees at year-end who hold a valid Standard First Aid Certificate
33.0% ​79.1%79.1% 72.7% 71.5%​
Work Site Inspections/Observations
Number of Work Site Inspections / Observations to find problems and assess accidents before other losses occur
270 ​1,1211,121 908 685​
Lost Time Frequency Rate
A measure of the effectiveness of a safety program – the frequency of injury rate per unit of exposure
0.81 ​0.000.00 0.00  0.00​
All Injury Frequency Rate
A measure of the frequency of disabling injuries and medical aid injuries per unit of exposure
2.42 ​0.710.71 0.00 0.00​
Injury Severity Rate
A measure of the seriousness of injuries and illnesses – ratio number of disability days to the number of employee exposure hours
8.88 ​0.000.00 0.00  0.00​
Safety Index Total ​ ​ 23​ 23 23​ 23 ​23
Total Points Earned ​ ​ 110​ 110 110​ 110 107.3​
Points Required to Meet Performance Standard ​ ​ 100​ 100 100​ 100 ​100