FAQs

The City of Revelstoke are installing water meters on all properties connected to City water systems, including residential, commercial, and industrial properties.

The City of Revelstoke's Water Metering Project is supported through provincial funding received through the British Columbia Water Meter Pilot Program. This funding opportunity, awarded to a limited number of communities across British Columbia, enables the City to undertake a water metering initiative that would otherwise represent a substantial financial burden for local taxpayers.

The pilot program is designed to help communities modernize their water infrastructure and improve long-term water management. Water metering has been successfully implemented in many municipalities throughout the province, providing valuable data that supports water conservation efforts, reduces unnecessary water use, and assists with future infrastructure planning.

Water meters are important tools that help:

Help Detect and Resolve Leaks within the System. Leaks can waste large amounts of treated drinking water and meters will help us identify where and when these occur, so we can repair them. 

Reduce Water Demand & Encourage Water Conservation. Meters improve residents awareness of their water use. Allowing residents to track how much water the use can enable informed decisions of how to use water. High water consumption causes more wear and tear on the operating system, which can reduce the lifetime of the equipment. Reduced water demand can extend the life of our existing infrastructure. 

Make Utility Billing More Equitable. Currently residents pay flat-rate billing for water, so everyone pays the same, regardless of use. Water meters allow volumetric billing to be implemented so residents pay based on the amount of water they use. 

• Early Leak Detection helps identify leaks quickly, reducing water loss, repair costs, and wasted treated drinking water.
• Improved System Reliability provides better information about how the water system is performing, helping staff respond to issues more efficiently.
• Better Planning for Future Infrastructure gives accurate data to support informed decisions about upgrades, maintenance, and long-term investments.
• Support for Water Conservation helps residents better understand their water use and encourages responsible consumption.
• Reduced Demand on Infrastructure can extend the life of pipes, pumps, and other water system components by reducing unnecessary water use.
• Environmental Benefits support sustainable growth and help protect local water resources for future generations.
• Fair and Transparent Water Use Tracking provides accurate information on water consumption across the community.
• More Equitable Utility Billing enables residents to pay based on the amount of water they use rather than a flat rate for all properties.

The City of Revelstoke has secured $4.6 million in grant funding from the Province of British Columbia. There is no direct cost to residents anticipated for the cost of the meter and it's installation.

The MACH 10 uses ultrasonic technology to measure the flow of water through the pipe. It sends ultrasonic signals through the water and measures how those signals are affected by the moving water. The meter uses this information to calculate the volume of water passing through the meter.

Unlike traditional mechanical meters, it has no moving parts, which helps maintain accuracy over the life of the meter and allows it to detect very low flows, including potential leaks.

Water meters will be installed at all residential, commercial, and industrial properties connected to the City of Revelstoke water system.

This will be property dependent. Properties with larger service sizes will require a pre-installation inspection to confirm the required meter size. If this is required at your property, it will be identified during the installation appointment process.  

The water meters are powered by a lithium battery. These batteries can last for 20 years.

You likely do not need to do anything. If your meter is older and is identified as requiring replacement you will be contacted to arrange for meter replacement.

The installation of water meters is mandatory for:

• All single-family residential properties 
• Multi-family residential and 
• Industrial/commercial/institutional

In most cases, one water meter will be installed per property, including single-family homes with secondary suites. This applies to both legal and non-conforming suites. The meter will measure the total water consumption for the entire property. Properties with unique water service configurations may be reviewed on a case-by-case basis.

Metering for apartment buildings depends on how the building's water service is configured. Some buildings may have a single water meter installed on the main service line entering the building, which measures the total water consumption for all units. Other buildings may already have, or be eligible for, individual meters for each unit if the plumbing system allows.

The type of metering installed will be determined based on the building's existing water service arrangement. Property owners, strata councils, or building managers will be contacted directly if installation work is required and to discuss the most appropriate metering approach for their building.

Yes. Water meters can generally be installed in manufactured or mobile homes. Neptune Technology Group will work with the homeowner to determine the most suitable installation location based on the property's plumbing configuration.

If there are concerns about freezing, the installation technician will discuss the available options and recommend an appropriate location to help minimize the risk. Homeowners will also be advised of any insulation, heat tracing, or other freeze protection measures that may be required to protect the water meter and plumbing during winter conditions.

If your property has unique circumstances, the installer will review them with you before proceeding and work to identify a practical solution.

Metering for strata properties will depend on how the development is connected to the municipal water system. Some strata developments may receive individual meters for each unit, while others may have a single meter installed on the main service line serving the entire building or complex. The metering approach is determined by the property's existing plumbing and water service configuration.

Where required, the City and Neptune Technology Group will coordinate with strata councils, property managers, and unit owners to facilitate the installation process.

No. The water meters being installed use ultrasonic technology and contain no moving parts. When properly installed, they do not restrict water flow and should not affect normal household water pressure.

The water meter will be installed ahead of any irrigation systems to ensure all water used on the property is accurately measured. If your property has a dedicated irrigation line, please let the installation team know before your appointment.

All properties connected to City of Revelstoke water supply will be metered. 

No. New developments are required to purchase their own water meter and submit a Water Meter Installation Form as part of the development process. The Water Meter Pilot Program is intended for existing properties connected to the City's water system and does not apply to new construction. Please visit the City website for water meter specifications and installation requirements.

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No, your water quality will not be affected.

The City's goal is to have water meters installed on all eligible properties by 2027.

Property owners will be contacted directly by the contractor, Neptune Technology Group, by mail prior to installation. The notification letter will include property-specific information and instructions on how to book the installation appointment, as well as details on what to expect and any steps required to prepare for the installation.

Keep an eye out in the mail for information coming from Neptune Technology Group. They will be sending out letters with information on how to book your installation appointment.

The person who receives and pays the utility bill.

The program will be implemented area-by-area. Property owners will receive a notification when it’s time to schedule their appointment. Check back here for an installation progress map.

Most properties will have the meter installed inside the home. Meters are typically installed in basements or utility rooms, alongside your existing utilities. Neptune Technology Group Canada will be installing the meters and will reach out to you to setup an installation appointment.

• You will be contacted by Neptune Technology Group to schedule an installation appointment.
• Most installations take approximately 60 to 90 minutes to complete.
• Water service will need to be temporarily shut off during the installation.
• There is no cost to property owners for the water meter or its installation.
• Most water meters will be installed inside the building on the main water service line. In some cases, installation requirements may vary depending on the property. Neptune Technology Group will work with the property owner to determine the most suitable meter location. 

Yes. An adult at least 18 years of age must be home at all times during the installation.  

Every authorized Neptune technician is uniformed and carries identification, including name, picture and ID number.  

No. All installers working on this project have been trained and authorized by the contractor, Neptune Technology Group, to complete installations safely and in accordance with applicable standards and project requirements.

No.

Anywhere from 30-90 minutes.

In some properties, the main water shut-off valve may be located behind drywall, within a finished wall, or otherwise be inaccessible. If access is required to complete the installation, Neptune Technology Group will:

• Notify the property owner;
• Explain the work required to access the valve; and
• Obtain written authorization before proceeding.

No access work will be undertaken without the property owner's consent.

Please note that Neptune Technology Group will only perform the work necessary to access and install the water meter. Restoration of drywall, wall finishes, or other affected surfaces will be the responsibility of the property owner.

In some situations, modifications to existing plumbing may be required to accommodate the meter installation. Where this occurs, the City will work with the property owner to determine the appropriate next steps and coordinate the installation.

Most water meters can be installed within the existing plumbing configuration. However, every property is different. If the installer determines that there is insufficient space or that modifications are needed, they will assess the situation on a case-by-case basis and discuss the available options with the property owner before proceeding.

Letters will be sent out in the coming weeks with information on how to book your installation appointment. 

Most water meter installations can be completed within the existing plumbing configuration. If the installation technician determines that additional plumbing modifications are required due to limited space or site-specific conditions, they will discuss the situation with the property owner before proceeding.

The Water Meter Program covers the standard cost of meter installation. However, any plumbing modifications or construction work required to create adequate space for the meter may be the responsibility of the property owner.

If the cost of the required work creates a financial hardship, please contact the City and Neptune Technology Group. Each situation will be reviewed on a case-by-case basis to determine appropriate next steps and available options.

In some homes, access to the water service line may require a small section of drywall to be cut or removed. If this is necessary, the installation technician will explain the work before proceeding.

Where drywall access is required, Neptune will make every effort to minimize the size of the opening. Following the installation, a small access panel is provided (at no cost) to cover the opening and maintain access to the meter. The work area will be left in a safe and tidy condition; however, any drywall repair, painting, or other finish work beyond the access panel is the responsibility of the property owner. Access to the meters should be maintained and should not be covered with drywall.

If you have concerns about access to your water service line, please contact Neptune Technology Group before your scheduled installation appointment.

In most installations, the water meter is installed upstream (before) the Pressure Regulating Valve (PRV), as close as practical to where the water service enters the building. This allows the meter to accurately measure all water entering the property before it passes through the home's internal plumbing components.

Installation configurations may vary depending on the existing plumbing layout and site conditions. The installation technician will determine the appropriate location for the meter to ensure it meets manufacturer specifications and program requirements while minimizing impacts to the property's plumbing system.

If you are aware of a PRV or have questions about your property's plumbing configuration, please notify Neptune Technology Group before your installation appointment.

The transmitter device is typically installed on an exterior wall of the building, allowing the water meter to communicate usage information remotely. The exact location will depend on the building layout, the location of the water meter, and the ability to obtain a reliable signal.

Neptune Technology Group will determine the most suitable installation location during the site visit. The transmitter is generally installed in a discrete location and is designed to withstand outdoor weather conditions.

In some cases, alternative installation locations may be considered if there are site-specific constraints. If you have concerns about the placement of the transmitter, please discuss them with the installation technician before the work begins.

The wire connecting the water meter to the transmitter is typically routed between the meter location and the transmitter location using the most practical path available. Installers will make every effort to keep the wiring neat, secure, and as unobtrusive as possible.

Depending on the layout of the property, the wire may be run along basement ceilings, utility room walls, crawlspaces, or other unfinished areas. In finished spaces, installers will seek a route that minimizes visible wiring and disruption to the home.

The exact routing will be determined during the site visit and may vary from property to property. If you have concerns about where the wire will be placed, please discuss them with the installation technician before work begins.

Yes. Water meters can typically be installed on cast iron piping, provided the pipe is in suitable condition and meets installation requirements. Water meter installations can also be completed on a variety of other common pipe materials, including copper, PEX, PVC, galvanized steel, and polyethylene pipe.

Before installation, the technician will assess the condition of the existing plumbing and determine the most appropriate method for installing the meter. In some cases, older, corroded, damaged, or non-standard piping may require modifications before a meter can be installed safely.

If plumbing upgrades are required, the installer will discuss the situation with the property owner before proceeding. If you have concerns about your property's piping material or condition, please contact Neptune Technology Group prior to your installation appointment.

As part of the Water Meter Program, meters are generally installed inside the home where suitable space and plumbing conditions exist. Installing a meter at the property line is not a standard installation method and may not be feasible at all properties.

If site-specific conditions require a meter to be installed at the property line or in a meter pit, additional infrastructure and construction work may be necessary. Any associated costs and responsibilities would be assessed on a case-by-case basis.

If you believe an indoor installation is not possible at your property, please contact Neptune Technology Group before your installation appointment. A site assessment can be completed to determine the most appropriate meter location and discuss any potential costs.

The City will read your meter via a remote Automated Monitoring Infrastructure system. Your meter will read in cubic meters. The meter and new software will allow the City to gather data and charge you accordingly to your usage.

The City of Revelstoke is responsible for any future maintenance to the meter, provided you take reasonable caution to prevent any damage to the meter. Like your gas or electric meter, it is illegal to tamper with the meter.  

Residents are responsible for protecting the water meter, valves and pipes located on your property from freezing. 

No. Neptune Technology Group has installed over 4 million of the same water meter units throughout North America (including over 70 communities across Canada). The water meters selected for installation comply with regulatory standards for safety under the American Water Works Association. They do not pose health risks and are designed to protect customer data and safety.  

If you notice a leak or have any concerns following your water meter installation, please contact Neptune Technology Group as soon as possible. Installers will leave a card at your property with their contact information.

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Water meters installed as part of the City's Water Meter Program remain the property of the City. The City is responsible for the meter and its associated remote reading equipment.

Property owners are responsible for providing reasonable access to the meter and helping protect it from damage, tampering, or freezing. If a property owner becomes aware of a problem with the water meter or transmitter, they should contact the City as soon as possible.

Any maintenance, repair, replacement, or removal of City-owned water metering equipment must be authorized by the City or its designated contractor.

No. The data that captures your water use will be used for billing purposes, to help identify water use trends and identify any leaks in the cities water infrastructure.

Water meter installations are completed by qualified technicians who take care to protect the property's plumbing and surrounding areas. The installation is tested before the technician leaves to help ensure the system is operating properly.

If damage occurs during the installation process or a problem is later determined to be related to the water meter installation, Neptune Technology Group should be contacted immediately using the contact information provided at the time of installation. Neptune will assess the issue and coordinate any necessary corrective action.

Responsibility for repair costs will depend on the cause of the damage. If the issue is determined to be the result of the installation work or installed equipment, Neptune Technology Group will work with the property owner to resolve the matter. If the issue is unrelated to the installation and arises from the property's existing plumbing system or other conditions, repair costs may be the responsibility of the property owner.

Residents who notice any issues following installation should contact Neptune Technology Group as soon as possible so the matter can be reviewed and addressed promptly.

The impact on your insurance coverage will depend on the specific circumstances and the terms of your individual insurance policy. Property owners who have questions about insurance coverage should contact their insurance provider directly.

Water meter installations are performed by qualified technicians, and the installation is tested before work is completed. If an issue related to the installation is identified after the technician has left, Neptune Technology Group should be contacted immediately using the contact information provided at the time of installation.

If damage is determined to be related to the water meter installation, Neptune Technology Group will assess the situation and work with the property owner to address the issue. Property owners should also notify their insurance provider if they believe a claim may be required.

For insurance-specific questions, residents should consult their insurance provider, as coverage and claim processes vary by policy.

Water meter installations are completed by qualified technicians who test the installation before leaving the property. If a leak is discovered that is related to the water meter installation, Neptune Technology Group should be contacted immediately using the contact information provided at the time of installation.

Following installation, Neptune will leave contact information with the property owner to ensure any installation-related concerns, including leaks, can be reported promptly.

Responsibility for repair costs will depend on the cause and location of the leak. If the leak is determined to be related to the meter installation work, Neptune Technology Group will assess the issue and coordinate any required corrective action. If the leak is unrelated to the meter installation and originates from the property's existing plumbing system, repairs may be the responsibility of the property owner.

If you notice a leak following installation, contact Neptune Technology Group as soon as possible so the issue can be evaluated and addressed.

For now, it won't. Once water meters are installed and the City has completed a Utility Rates Study, new water metering rates will be set that utilize volumetric billing. This means you'll only pay for the amount of water you use.  

Volumetric billing will not be implemented right away. Once water meters are installed, we will operate our water system for at least one year with our regular fee system as we make the transition. During the transition you will be provided with a mock bill that will show you what you can expect to pay once we move to volumetric billing.

Households will have time to understand their consumption patterns and adjust before we start volumetric billing. This transition period will allow the City to collect important data on water usage, ensuring that property owners are charged accurately and equitably. Actual water meter billing is anticipated to begin in the second year after water meter installation. 

Once meters are installed the City will transition from flat-rate billing for water use to volumetric based billing. Exactly what those volumetric based rates will be, we don't know yet. Once installation is underway, we can undertake a Utility Rates Study to determine what appropriate metering rates will look like.  

At this time, water meter readings will not be used for billing purposes. The Water Meter Pilot Program is focused on collecting data to better understand water usage, support system planning, and improve water conservation efforts. There are currently no immediate changes to how water services are billed.

How will the City develop and implement the new water billing structure?

The City has not yet finalized a future water utility billing structure. Water meters are being installed first to collect accurate water consumption data across the community. This information will help the City better understand overall water use patterns and evaluate potential billing models.

Any future changes to the water utility billing structure will be developed through a comprehensive review process that considers factors such as fairness, cost recovery, water conservation objectives, and the impacts on different types of properties. Public engagement and communication will be part of this process before any new billing structure is implemented.

Residents will be kept informed of any proposed changes as the project progresses.

No. Water meter installation and data collection must occur before any consumption-based billing model can be considered. The City is currently focused on installing water meters and gathering water use data to better understand community-wide consumption patterns.

Any future changes to water utility billing will be informed by the upcoming water rate study and will require Council consideration before implementation. Until a new billing structure is approved, properties will continue to be billed under the City's existing water utility rates.

The City will communicate any proposed changes and implementation timelines in advance of any new billing system taking effect.

At this time, the City has not established a per-litre or per-cubic-metre water rate. Future water rates will be determined through a comprehensive water rate study that will consider factors such as operating costs, infrastructure needs, water conservation objectives, and fairness across different property types.

Water meter installation is the first step in this process. Usage data collected from water meters will help the City better understand community-wide water consumption and evaluate potential rate structures.

Any proposed water rates will be presented and communicated to residents before a new billing model is implemented. Until then, it is not possible to provide an estimated cost per litre of water.