Tips & FAQ

Q. What can I do to use less water to save money and still be environmentally responsible?

A. Reduce, repair and retrofit. The 3Rs of water efficiency are great ways to save money and help our environment. They're also easy to put in place, any time, day or night.

Helpful Link:  American Water Works Association Water Wiser

Q. What is the average household consumption of water in the City of Orillia? A. The average water usage is approximately 0.25 cubic metres or 250 litres per person, per day.

Q. How do I check for a leak?

A. There are many ways to check for a leak. Here are a few:

• Quick Check - To perform a quick check to test if you have a leak, turn off all faucets and make sure you are not running any appliances that are consuming water. Observe the face of your water meter and locate the circular dial. This dial will rotate clockwise if water is being consumed.
• Hour test - To perform a test on your entire household plumbing system, read your meter at some time during the day or night when water will not be used for at least the next eight hours.  Record the reading.  At the end of the eight-hour period, read the water meter again and compare the reading to the original reading.  If the readings are identical, your household plumbing system has no leaks. If the readings are different and no water has been used, this confirms that you have a plumbing leak and you should proceed to identify the plumbing fixture(s) that is the source of that leak.
• Dye Test - (Toilets) - Toilets are notorious for hidden leaks; undetected they can waste hundreds of gallons per day.  These leaks occur when the toilet is out of adjustment or when parts become worn, so it is important to check periodically.  Most toilet leaks occur at the overflow pipe or at the plunger ball.  If the leak is at the overflow, the water level is too high, although sometimes the overflow pipe may leak below the water level.  Plunger ball leaks are not easily spotted.  The toilet can be checked for leaks by performing a dye test.  Use food colouring or dye test tablets; dye test tablets for toilets are available at various hardware and plumbing stores.  To perform a dye test, place the tablet or a few drops of food colouring in the toilet tank.  Do not flush.  Wait and observe for 10-15 minutes.  If the colour seeps through into the toilet bowl, this indicates a leak.  In the case of a leak, the plunger ball either needs replacing or the flapper is out of alignment.  If you are an experienced do-it-yourselfer you can make the necessary repairs or adjustments.   Otherwise call a plumber.

Other sources of leaks include:

• Any fixtures that are connected to your water supply including household taps (inside and outside the house)
• Water-cooled air conditioners
• Humidifiers
• Underground lawn sprinkler systems
• Household heating systems that require make-up water - boilers and ground-source heating
• Water softeners  

Q. How much money does a leak cost?

A. The cost of a leak can vary. However, to give you an example, using 2018 residential rates, here is what you might expect to pay:

• A hole this size wastes 0.77 cubic metres (170 gallons) in 24 hours, costing you $74.84 per month in water and sewage fees.
• A hole this size wastes 4.41 cubic metres (970 gallons) in 24 hours, costing you $428.65 per month in water and sewage fees.
• A hole this size wastes 16.27 cubic metres (3,600 gallons) in 24 hours, costing you $1,581.44 per month in water and sewage fees.

Q. How can I reduce my water bill?

A. Try conserving water. For tips, please visit the Environment Canada website.

A. Orillia's tap water is treated before coming out of your tap. Visit (link) the Water Treatment Facilities and Process page for more information.

Q. Is tap water better for me than bottled water? Is my tap water safe to drink? What is the best choice of drinking water: bottled or tap water?

A. The answer is clear: tap water! That's because our water is of excellent quality, strictly monitored, and affordable. When we look at issues such as quality, monitoring, and affordability, we see that bottled water doesn't always make the grade. For instance, some brands may be of excellent quality, but others can have inferior bacteriological quality. And all bottled waters are expensive. Another important fact: there are fewer government regulations to guide the bottled water industry. While bottled waters should meet the Guidelines for Canadian Drinking Water Quality, monitoring requirements are not as stringent as those for tap water. For quality, consistency and affordability, tap water wins every time.

Q. Why do we use chlorine in our water?

A. Chlorine is used to control bacteria, algae and viruses that can be found in the water. It is considered one of the most important tools for disinfection of drinking water. Chlorine has actually been in use for more than 100 years and is responsible for ending disease epidemics that were widespread prior to its use. Chlorine is a key ingredient for water quality and public health and safety.

Q. Why is my tap water hard? What is Orillia's "water hardness" and how does it affect me?

A. All water contains minerals. These are dissolved from the rocks that water passes over in stream beds, rivers and of course in the ground itself. The most common minerals found in water are magnesium and calcium which appear in a form called calcium carbonate. Groundwater contains higher concentrations of these and other minerals than a surface water source such as a river. Limestone and other types of rock break down and are picked up by the water as it travels through the ground. It is this higher, natural concentration of minerals that gives us "hard" water. When water is boiled, the whitish residue is calcium carbonate.

Q. Who is responsible to protect our drinking water?

A. Our fresh drinking water is very precious and for everyone to enjoy, it is the responsibility of everyone to do their part to ensure that we keep our fresh drinking water safe and free of any harmful contaminants.

A. The water pressure in your home is determined by many factors. These include:

• Location - Your water pressure may be low, depending on the distance from the pumping station
• Water service line - The diameter of the service line could be too small.
• Pipes - The pipes in your home may be clogged by mineral deposits from long time use. This can be solved by replacing your water pipes.

Q. What is in a water tower?

• A. Water is stored in water towers. Water towers need to be at least 60% full for emergency services such as firefighting.

A. Contact Ontario One Call: 1-800-400-2255

Q. I need my water turned off/on. Who do I contact?

A. Contact the Environmental Services and Operations Department: 705-329-7249

Q. How can I get my water shut-off valve raised, lowered, repaired, or located?

A. Contact the Environmental Services and Operations Department: 705-329-7249

Q. I have low water flow or poor water pressure. Who can I get to look at it?

A. Contact the Environmental Services and Operations Department: 705-329-7249

Q. My water service line is frozen. Who do I contact?

A. Contact the Environmental Services and Operations Department: 705-329-7249

Q. If I have a concern about unusual taste, odour, or colour of my drinking water, who can I contact?

A. Contact the Environmental Services and Operations Department: 705-329-7249

A. Please click here to review our Water and Sewer Rates and Fees.

Q. What is a basic charge?

A. Basic charges are billed on all accounts connected to the municipal water system; these charges are collected and used for maintenance and replacement of aging pipes and service curb stops, infrastructure growth and upgrading to meet Ministry of Environment regulations and consumer demands.

Q. If I receive a high water bill due to a plumbing leak, am I responsible to pay for the water that has been consumed?

A. Yes. If a leak occurs within the dwelling, the owner is responsible for the water and waste water charges. It is the owner's responsibility to maintain the private plumbing system to ensure it is in good working order.

Q. During construction, am I allowed to use water for the purposes of building?

A. Yes. Although requirements stated in both Municipal Code Chapter 1019 and 1020 must be met for the use of temporary water, for further information regarding temporary water services please call the Superintendent of Metering and Backflow Prevention at 705-325-2326.

A. A backflow prevention device is used to protect water supplies from contaminants or pollutants due to the occurrence of backflow (reversal of intended direction of flow).

The backflow device is equipped with 2 internal check valves so that once water has entered through the backflow device it will become locked within the premise and unable to flow backwards, potentially drawing harmful contaminants back into the water distribution system.

Q. How does Backflow occur in a water system?

A.There are 2 ways for a backflow situation to occur; back siphonage or back pressure.

In water distribution systems, water is normally maintained at pressures to enable water to flow in a certain direction. When pressure is reduced on the water distribution side, pressure in the pipe may be reduced causing a siphon effect which may allow contaminated water from other sources to be drawn into the municipal water system. This occurrence is known as Back Siphonage.

Back pressure is another way that undesirable contaminants or pollutants may enter the municipal drinking water system. Back pressure situations occur when a water system within a building or structure operates at a higher pressure then what is supplied from the municipality. This would cause the water to be forced backwards and potentially introducing harmful contaminants into the water distribution system.

A backflow preventer is also very important when chemicals such as cleaning agents, degreasers, hydraulic fluids or coolants are used in conjunction with our fresh drinking water or when used in any type of process or medical affiliation.

Q. What backflow prevention device should be installed within my premise?

A. Once a Cross-Connection Inspection Report is completed & submitted by the Qualified Person, there are typically two (2) devices that are commonly recommended for premise protection;

D.C.V.A - (Double Check Valve Assembly) used for a Moderate Hazard application

RP - (Reduced Pressure Principle Backflow Assembly) used for a Severe Hazard application

When the time comes to install a backflow prevention device, the qualified person you select will install the device outlined in the Compliance Notice issued to the property owner by City of Orillia.

Q. Why do I need a Cross-Connection Inspection Report?

A. A Cross-Connection Inspection Report is a very important process when determining the severity of a property.

The Qualified Persons will require entry to the premise to evaluate the type of building, the use of building and identify any potential or actual cross connections within the premise. The report will then be submitted to the City of Orillia to be reviewed.

Q. What is a Compliance Notice?

A. Once a completed Cross-Connection Inspection Report is submitted and reviewed, the building will be assigned a severity class, either Moderate or Severe, a Compliance letter will then be sent to the owner detailing the type of device to be installed.

Q. Who can service and maintain a Backflow device?

A. Backflow devices must be serviced and maintained by a "qualified person" at the owner's expense.

The City of Orillia has developed a "Qualified Persons List" which is made up of various contractors that are certified to perform backflow prevention work within the City of Orillia. Only Qualified Persons listed by the City of Orillia are authorized to conduct any backflow prevention work within the City of Orillia.

Q. How often do I have to test a Backflow device?

A. The Backflow device must be tested once every thirteen (13) months and a Cross-Connection Inspection Report completed once every five (5) years and two (2) months.  Exceptions may be provided at the City's discretion if any of the following conditions have been met:

• the premises is currently equipped with a  reduced pressure principle (RP) backflow prevention device;

• no modifications have been made to the plumbing system since the previous submitted report;

• no additional equipment or device(s) have been attached to the plumbing system since the previous submitted report;

• supplied drawing(s) are satisfactory to the program administrator or his or her designate;

• the type of business or operation has not changed since the previous submitted report.

Q. Why do backflow assemblies require annual testing?

A. Backflow prevention devices are mechanical devices that contain seals, springs, and valves, and are therefore subject to wear. There is also corrosion and scaling issues that require the assembly to be serviced and tested annually, as a non-functioning Backflow prevention device is of little use. Backflow prevention devices are tested to confirm that all the components are functioning properly and that water flows in one direction only.

Q. Are there penalties for not complying with the City of Orillia's Backflow Prevention Program?

A. Unfortunately if an owner of a commercial property does not comply with the backflow prevention program they could face consequences such as an unsafe work order issued by the Chief Building Official, expensive fines and or water service termination to the property until all compliance issues have been corrected.

Q. Who owns and who is responsible for the Backflow assemblies?

A. Ownership and responsibility for the installation, maintenance, repair and testing of the backflow assemblies will be with the building owner or authorized agent.

For more information please visit our Cross-Connection & Backflow Prevention page.

A. To join the City of Orillia's Qualified Persons List, the Qualified Person Application form is required to be completed and submitted to backflow@orillia.ca.

A. Yes, as of January 1, 2013 a building permit is required for any installation or re-location of a backflow device regardless the age of the building or size of the job. Once the backflow device is installed and all proper documentation has been submitted, the device will then be inspected by the City of Orillia to ensure all code requirements have been met.

Building permits can be obtained at the City of Orillia, Development Services, Building Division, 50 Andrew Street South, 3^rd Floor.

Q. I own a commercial property within the City of Orillia but reside elsewhere; can a qualified person act on my behalf to obtain a building permit?

A. Yes. The Qualified Person may act on behalf of the property owner to obtain a building permit once the owner has completed & submitted an Owner Permission Form.   

A. Water meter inspections can be booked by contacting the Superintendent of Metering and Backflow Prevention at 705-325-2326.

A.To promote water conservation, the City of Orillia is currently offering a variety of rebates for Orillia residents and property owners who make an effort to conserve water and energy. You may be eligible for a rebate if you have replaced your toilet(s) with an Ultralow Flush (6 litre) or Dual Flush (3 litre) toilet(s) or have installed a Low Flow Showerhead (5.7-9.5 L/min.). Note that there is a limit of two (2) units per household of any of these items or a combination thereof. To apply for a rebate please complete the application form found here. Applications can be mailed or dropped off at Orillia City Center 50 Andrew St. S., Suite 300, Orillia, ON L3V 7T5 or emailed to enviroservices@orillia.ca.