Water Meter Upgrade Project

Going forward, the meter will send the water consumption information to the transmitter on the outside of the property and the transmitter will send that reading to one of 25 data collectors installed on or beside City-owned structures. The data collectors only transmit information during scheduled time periods.

Eliminating the use of meter reading vehicles will result in a reduction of about 10 tonnes of carbon dioxide (CO2) emissions per year. It’s important to know that only information about water use will be transmitted – no personal information is communicated.

Most of the City’s current water meters are reaching the end of their lifecycle. This presents an opportunity to upgrade to more efficient infrastructure that will enhance the service that Regina utility customers receive.

Regina’s Water Utility operates on a full cost-recovery basis to ensure Regina residents enjoy safe and reliable water, wastewater and stormwater services. Replacing the current water meter system has been forecasted since it was originally installed and has been built into the City’s 25-year utility plan. The project is expected to cost approximately $42.5M, over a five-year period, with $6.3 million included in the 2024 Budget and $2.5 million budgeted in 2025.

Within a couple months of receiving that notification, customers will receive an information sheet in the mail with details about the program. This is your notice that it’s time to book the water meter upgrade appointment. Please schedule your appointment within two weeks of receiving the information sheet.

• Appointments can be made to fit your schedule with slots available Monday to Friday 8 a.m. to 8 p.m. and Saturdays 9 a.m. to 6 p.m.
• An adult of at least 18 years of age must be home for the entire appointment.
• The upgrade typically takes 30-90 minutes to complete, during which time the water will be shut off for a brief period.

If you need to reschedule your appointment, you can do so by contacting Neptune Technology Group using the same method as you booked your upgrade appointment.

A technician will arrive at your home within 15 minutes of your scheduled appointment. Every authorized Neptune technician will be in uniform and carry photo ID. They will explain the process and examine the installation site to make sure there is enough space. 

If you have any safety concerns regarding the COVID-19 virus, visit neptunetg.com/safety to learn more.

Meters in Inaccessible Locations

In most cases, the main shut-off valve is located in an unfinished area of the basement. However, there are some where the water service is located behind drywall or panelling.

After consulting with you, the technician will neatly cut out a small section of drywall or panelling to gain access to the shutoff valve. You may choose to cut this hole yourself, but we highly recommend allowing the trained technician to do this.

Once the meter is installed, you or the technician can cover the hole with a carpentry access box. The hole must not be permanently covered to allow access to your meter for future maintenance.

• To find your shutoff valve, look for a pipe coming out of the floor.
• There should be a shutoff valve with a round or straight handle. Check this valve to make sure it is operable.
• Please leave ample room for the installer to work.
• Keep pets secured during the installation appointment.
• If the water meter upgrade takes place during winter, please clear a path to the utility connections located outside the home. This is typically the area that the technician will access to install the transmitter.

• Inspections will take place within one week of the upgrade and require approximately 15 minutes to complete.
• The inspector will need to access the upgraded area.
• Every authorized Diameter Inspector will be in uniform, carry photo ID, and the company logo will be on their vehicle.

Should any upgrade fall outside project standards, the Inspector will advise the resident and notify Neptune Technology Group. A Neptune Technician will book an appointment with the utility customer to ensure the standard is maintained.

• View and pay your City of Regina Water & Waste bill. 

• Access water use information to help manage household costs . 

• Receive alerts for high water use. 

• Set notifications of planned water outages. 

• Find water saving tips and recommendations. 

• Register multiple utility accounts to manage the bills for your home and/or business. 

• Receive email payment reminders five days before your bill’s due date. 

Properties with large meters of 3” or greater:

• Are typically commercial or industrial locations.
• Will be contacted by letter starting in August 2022 to book an appointment for a technician to conduct a site survey of the water meter system before any upgrade work is performed.
• The technician will need to access the site to collect information to determine future work and material requirements. Depending on the complexity of the water system in the property, upgrades will be scheduled accordingly.

Properties with intermediate meters of 1.5” and 2”:

• Are typically small businesses.
• Will be contacted by letter starting approximately April 2023 to book an appointment for a technician to complete the water meter upgrade.

Commercial and industrial properties are not included in the Upgrade Schedule & Map.

Do I have to pay for the new meter or the installation? 
There is no charge for the meter or the installation. 

How will this impact my water bill? 
The upgrade project will not cause an increase in water utility rates. The cost of the water meter replacement project has already been budgeted in the City’s 5-year capital plan approved in 2023 and will be funded out of the Utility Reserve. 
 
However, as older meters tend to under-register the amount of water that is going through them, it is normal that a newer meter will more accurately measure the water passing through it, resulting in the possibility of receiving a higher monthly bill. 

Can I opt out of the installation? 
The water meter upgrade is mandatory, and all properties will need to upgrade the infrastructure. 

Why does it take three years to do this work? 
With more than 76,000 water meters to be upgraded, the timeline for a project of this size is as expected. For each water meter in service, time is needed for the customer to book an appointment, gain access to every property, as well as enough time for the technicians to complete the work. 

Why is the project schedule divided by wards and why doesn't it start with Ward 1? 
The work schedule was developed considering a number of factors such as billing cycles, how neighbourhoods cross ward boundaries and ease of communicating to residents. Many residents are already familiar with the ward boundary system, and it’s easily searchable on the website. 

Why is my ward showing “Complete”, but I know my meter wasn’t upgraded yet? 
The “Complete” status demonstrates a completion rate of 98 per cent or greater of meters upgraded within the ward. However, there may be a few properties that are still considered non-compliant. If that is your property, contact our contractor, Neptune Technology Group to book your upgrade appointment. 

Who is responsible for booking the upgrade appointment – the landlord or tenant? 
Information about the water meter upgrade will be sent to water utility customers. 

I live in a brand-new home (within the last 5 years or so) do I still need this upgrade? 
Yes. All water meters currently installed in homes and businesses are part of an aging meter reading system that is reaching the end of its lifecycle and due for replacement. 

What is the difference between this new meter and the old one? 
Currently, City staff drive around the city to gather digital reads from outside all properties.  The upgraded infrastructure will make that unnecessary. Going forward, the meter from your home will send the water reading to the transmitter wired to the outside, and the transmitter will send that reading to the City. 
 
Eliminating the use of meter reading vehicles will result in a reduction of about 10 tonnes of carbon dioxide (CO2) emissions per year. 

What’s the benefit of these new meters for the City? 
The new meter system will help the City increase efficiency and improve operations through the ability to investigate, diagnose and solve water distribution problems, as well as provide more insight into customer use. 

How does the meter send information to the radio transmitter on the outside of the house? 
The meter in the basement is connected to the transmitter attached to the outside of the home through a wire, similar to an internet, cable, doorbell or telephone line. 

Does the meter constantly send signals to the radio transmitter through Bluetooth? 
No, the water meter has no wireless signal capability and is not Bluetooth. Information is sent regularly through the fixed wire to the radio transmitter on the outside of the property. 
 
Is the radio frequency emitted by the transmitters safe to have near my home? 
The radio frequency (RF) waves from these meters are lower than what is generated by cellular telephones and other common household appliances like a garage door opener. In addition, they emit for very short times in the day and are well below Health Canada and Industry Canada regulations. 

What do data collectors look like? 
The data collectors are like old tv antennas. Some are attached to existing light posts while a majority will be free-standing poles, like flag poles, and can reach a maximum height of 45 ft. 

What do the data collectors do? 
Data collectors are a critical component of the system and are how the upgraded meters and transmitters “talk” to the City’s system. The data collectors only transmit water consumption information during scheduled time periods. 

Will customer information be safe if it's being transmitted wirelessly? 
The City applies the same privacy protection standards as the metering system that has been running since 2004. Only encrypted meter readings and meter identification are transmitted, not your personal information. The City complies with Saskatchewan's privacy legislation. 

Is there a risk of meters catching fire? 
No, there is no risk of fire with the new water meters or radio transmitters as they use a low voltage DC battery source. The units themselves are completely sealed and all external electrical connections will be sealed and insulated. The City’s new meter upgrade project is unrelated to past programs implemented by other utilities. 

What is the City doing with all the old water meters? 
All existing meters and equipment will be removed and recycled, and this is part of the contract with Neptune. 

What will the new online customer service do that the current one can’t? 
The new online service offers many benefits for customers, including enhanced water consumption information. This can help customers conserve and manage water use, as well as detect water leaks. In addition, improved customer support with timely meter reads and electronic notifications about planned water outages. 

Post-Installation Inspections 

It’s important to ensure that Neptune is completing the upgrades according to contract standards. Diameter Services is managing this large three-year contract on the City’s behalf. Diameter is working with Neptune Technology Group who are completing the physical upgrades to all water meters in Regina. 

Will all properties be inspected? 
No, not every upgraded meter will be inspected. 

How will I know if my property will be inspected? 
Within one week after your installation is complete, a Diameter Inspector may knock on your door and request to do an inspection. 

How will I identify the Inspectors? 
Diameter Inspectors will carry both a City of Regina and Diameter ID badge with their photo and name clearly displayed. They will also wear branded uniforms and have a company logo on their vehicle. 

What should I expect during the inspection visit? 
The Inspector will visually inspect the newly upgraded water meter in the basement and the transmitter installed on the outside of the property to validate that the work completed by Neptune Technology Group meets the project’s standards. 

Inspections will require approximately 15 minutes to complete their work. 

Should any concerns be identified, the Inspector will advise the resident and notify Neptune Technology Group. If necessary, Neptune will book a follow-up appointment with the utility customer to resolve concerns and ensure the consistent standard is met. 

Who should I contact if I have any concerns? 
For any concerns regarding the installation, please contact Neptune Technology at the number provided in the letters, on the information sheet, or provided following the installation.