Frequently Asked Questions

As of January 2025, only commercial operations in Hinton have water meters. 

Water meters will be installed at single-family residential properties in 2025 and 2026. Meters allow those who use less water, to pay less. Once all residential water meters are installed, then utility bills will reflect water consumption.

Individual water meters will be installed at each mobile home at the request of mobile home park property owners. 

The Town is in consultation with apartment property owners about water meter installation.

If water meters are installed at each mobile home or apartment unit, then every residence will have the opportunity to pay for their own water consumption.

Learn more here.

Yes, water meter installation is mandatory in accordance with Bylaw No. 2005.

The Town has contracted Neptune Technology Group to install water meters by March 2026. This is a mandatory program in accordance with Bylaw No. 2005.

At this time, there is no cost for the water meter or installation. The Town is paying for the meters and their installation through ongoing utility fees. 

Residents are encouraged to install their meter as early as possible so that they can review and potentially alter household water use while still paying the current flat water rates.

Administration will be taking enforcement options to Council during this installation program. If a water meter is not installed while this program is underway then the property owner will be responsible for the full cost of the water meter and installation. Learn more about installation timing here.

Neptune Technology Group Canada Co. (Neptune) has been contracted by the Town of Hinton to start installing residential water meters.

All the water meter installers have a WMI 800a certification and are working under the direction of a licensed plumber. 

Every residence will receive a letter from Neptune Technology Group containing a booking reference number and information on how to book an installation appointment.

Appointments can be made to fit your schedule, including evenings and weekends. If you are a tenant, please contact the property owner when you receive Neptune’s letter.

Neptune is sending out letters in a phased approach, by area of Hinton. As of September 15, 2025, approximately 700 letters have been sent to the Hillcrest and Mountain Street areas of Hinton. More letters will be sent out when Neptune has made sufficient progress installing meters in the initial areas.

Water will be turned off and then Neptune will install the meter inside the home as close as practicable to where the waterline enters the interior of the home. Installation will take 60 to 120 minutes and then water will be turned back on. 

You can, but this is highly discouraged. The Town has arranged for Neptune to provide a five-year in-home warranty for all installation work. Hiring your own plumber will not provide this warranty. The plumber will also be required to install an antenna to the outside of the house. Once your plumber has installed the meter an inspection by the Town or Neptune would still be required. If you still wish to use your own plumber, please contact the ISB office at 780-865-2634 and specifically request this and they will work with you to make the arrangements. 

The water meters being installed are Mach 10 Ultrasonic Meters. They have no moving parts like some older style meters so they are not prone to being impacted by any particles in the water and are better for low flow measurement than mechanical meters. The meters are compliant with the AWWA C715 standard for accuracy. 

Water meters typically last 20 years.

The water pressure in the Mountain Street and Hillcrest areas are supplied with mechanical water pumps. The rest of town is supplied by gravity pressure systems. In the instances of power outage or mechanical failure there is a risk of sudden loss of pressure that can lead to cross connection problems. For this reason, the Town has chosen to provide enhanced cross connection control measures as part of the meter installation in these areas. This includes installing a backflow preventer so that water cannot flow backwards from a home back into the water system. Then because water can no longer expand back into the Town water system, the small pressure tank is necessary to protect your plumbing from water expansion that your hot water tank causes. There are no charges for this additional equipment to the homeowner, and it becomes their property after the installation. 

The Water Utility Bylaw (No. 2005) requires that homeowners have a meter and they are responsible for its care and replacement. However, as the Town did not have water meters, if you take part in this installation project, the meter comes with the stated warranty below:

Years 0-5: Full in-home labour and equipment warranty. The Town provides a new meter and installation at no cost to the homeowner.

Years 5-10: Equipment replacement warranty. The Town provides a new meter, the homeowner pays for installation.

Years 10 to 20: Pro-rated equipment warranty. The homeowner pays a partial amount for a new meter and for its installation.

Those who install a meter outside of this project (for example, if a homeowner refuses a water meter or if a new house is built), the homeowner will be responsible for purchasing and installing a meter and it will not come with the five-year in-home warranty.

There is no regular maintenance required for the water meter. Under the Water Utility Bylaw 2005 the homeowner is responsible for the cost of installation, protection, and replacement of water meters. The Town has chosen to complete this installation project because the meters are a new item to the Town. 

Like any mishap this would be an insurance issue. First contact your insurance provider who may subrogate (seek recovery of funds) from the Town and Neptune.  

Water meters will be read remotely to determine consumption and hence water use costs. Reading meters will not usually require home entry.

Under normal operating conditions, the meters are read remotely, and no one needs to enter your residence. If there is a problem with the meter that needs to be investigated or resolved, then Town staff or a contractor may need to enter the home.

Bleeder valves are turned on to prevent water lines from freezing in the winter, especially when the waterline is not buried deep enough to prevent freezing. 

Existing bleeder valves are grandfathered, meaning the Town is responsible for the water used by the bleeder valve. 

The responsibility for future bleeder valves will depend on the specific infrastructure they are protecting. If a bleeder is required due to past freeze-ups on Town infrastructure (between the cc valve and the main line or the main line itself), the bleeder valve water should not be the homeowner's responsibility. However, in MOST cases, the bleeder valve is necessary because the waterline on private property is not buried deep enough, leading to the freeze-up happens between the cc valve and the house. In this instance, the homeowner will have to pay for water used by the bleeder valve.

Municipalities do not typically measure water and wastewater separately. Normally, towns with water meters charge for the amount of potable water consumed—that is, water coming into your home through your meter. Water and wastewater charges are shown as separate items on utility bills as a visual reminder that considerable costs are spent treating and processing wastewater.

Learn more about water meter installation here.

No "Canadian only" companies submitted proposals during the Town's Request for Proposal process.

The following statement was provided to the Town by Neptune Technology Group as part of the proposal process.

"Neptune Technology Group Canada has proudly served Canadian communities for over 100 years by providing advanced water metering solutions. We understand that current uncertainty presents challenges and questions for you and your customers. We want to assure you that we are a Canadian company, deeply committed to excellence and providing services to make us your most valued partner.

Our head office is in Mississauga, Ontario, and we have established permanent field offices across the country in St. Albert, Alberta; Miramichi, New Brunswick; Durham, Ontario; Hamilton, Ontario; and West Vancouver, British Columbia. These field offices allow us to provide localized support and maintain strong connections with the communities we serve.

We are proud to employ over 175 Canadians and collaborate with more than 200 Canadian installation technician subcontractors. Our team is composed of talented and dedicated professionals who are passionate about contributing to the growth and success of Neptune Technology Group Canada and the communities we serve."

As part of the proposal process, the Town requested reassurances against impacts of US/Canadian tariffs. The following statement was provided to the Town by Neptune Technology Group.

"Neptune understands the market uncertainty at this time, but Neptune Canada has been able to work with our suppliers and the Neptune facilities in Mexico, Canada and the United States to minimize or eliminate the impact of tariffs on the proposed Neptune products under the current tariff conditions. As such, Neptune will commit to honouring the unit rates and costs submitted in our proposal response."

Meters are required by the Water Utility Bylaw 2005 and are not optional. If at the end of the installation project you do not have a water meter, you are non-compliant. You would then be required to purchase the meter and hire a plumber and pay for these costs yourself. Council has not yet decided the financial penalties that would be applied if you do not have a meter at the end of the project. However, in addition to having to pay for installation yourself, it is anticipated that your water and sewer bill will greatly exceed those that chose to get a water meter. 

Neptune has a mobile App that allows residents to monitor their home water use via an internet connection. The app allows you to track water usage and the effectiveness of conservation tactics. You can view water consumption by month, week, or day.

• When you’re at home and no water is being used, you can check the app to ensure that you don’t have any leaks.
• When you go on holiday, you can track water usage at home and immediately identify potential water issues remotely.

The App will not read Hinton residential water meters until the Town’s software updates are complete in spring 2026. The Town will advise residents when the App has been activated, and how to download it and log in

Understanding your meter helps you monitor water use and detect unusual activity early.

To activate the meter screen, lift the lid to let in light. If the screen is off, use a flashlight. The display will cycle through several screens automatically.

Key screens you may see

Water Consumption (00000.0000 m³)
The first 5 digits show cubic metres; last 4 digits show litres.
Example: 00001.2345 = 1 m³ + 234.5 litres or 1234.5 L

Water Temperature (00.0 °C)

Flow Rate (0.00 lpm)
0.00 means no water is running in the house right now.
0.36 = 0.36 litres per minute (L/minute) is how much water is running (ie from taps, toilet flushing, laundry etc.)
If everything in your house is turned off and no water is in use but the meter indicates water flow, then you have a leak.

Other number-only screens are not used by customers and can be ignored.

You can use the water meter to determine how much water each of your activities uses.

If you're interested in conserving water and paying a lower utility bill, check out the water conservation measures on the project page here.