Frequently Asked Questions (FAQ'S)

Property Tax and Utility Bills

Can I pay my property taxes and water bill online?

Residents and businesses can continue to pay their tax and water bills online through their financial institution’s online banking*. You can mail in cheques or place them in the secure drop box at Town Hall which is located outside the front doors.

*For paying property taxes, the payee name is Aurora Taxes and your account number is your 19 digit property roll number with no spaces or decimals and can be found in the upper left corner of your property tax bill.

*For paying your water account your payee name is Aurora Water and your account number is the 10 digit number which is located in the upper left corner of your water bill.

 Can I get an extension to pay my property taxes or water bill?

The Town of Aurora is supporting residents and businesses during the COVID-19 pandemic by providing additional property tax relief measures for the remaining 2020 property tax installations. Relief measures include extended property tax deadlines for all residents and businesses, as well as tax penalty relief for those who qualify.

Property owners who are unable to make their payments due to financial hardship as a result of the COVID-19 pandemic can apply for tax penalty relief. Once approved these individuals will be able to defer their tax installments without penalty or interest. This excludes accounts that have previously been in arrears from 2019.

Property Tax Deferral Application Form
The Town previously announced that property tax payments due on February 25 and April 15 could be paid by June 30 without any penalty or interest charges. Any unpaid and overdue balances will be subject to a monthly interest at a rate of 1.25% starting July 1 unless an application for relief on tax penalties has been approved.

Residents and businesses who are able to pay their property taxes are encouraged to do so by the deadlines of June 30, September 15 and December 1.

There will be no penalties on payments made on or prior to these property tax final instalment due dates.

Commercial tax bills can be deferred by approval of the Treasurer if they demonstrate in writing that they have passed on this leniency to their tenants. This will be done on a case-by-case basis.

Water bills will continue to be sent out and we ask that residents still continue to pay to the best of their ability. Water bills that are not paid will still be moved to the tax account but will not accrue interest due to the temporary suspension of penalties on taxes.

If you are deferring your Pre-Authorization payment plans we require three days' notice before a PAP withdrawal date to process the request.

Can businesses defer their tax payments during the COVID-19 crisis?

Yes, the Town of Aurora is providing an option for residents and businesses to defer their April 21 property tax payment to June 23 without any penalties or interest being applied until June 30

The intent of this program is to provide some time to enable the Federal and Provincial governments to begin to provide income support to our residents and businesses.

Please click here to access the form and submit via email with attention to the Treasurer.

Will there be penalties on my Tax bill?

Penalties on taxes will be temporarily suspended until Tuesday, June 30, 2020. 

I am on a pre-authorized payment plan, how will I be affected?

If you are interested in deferring pre-authorized payments or Commercial tax bill payments or to put a hold on post dated cheques, please email info@aurora.ca with your name, address, phone number and roll number.

If you are deferring your Pre-Authorization payment plans we require three days' notice before a PAP withdrawal date to process the request.

Can I order a Tax and Water Certificate?

Tax certificate requests along with the cheque should be mailed to the attention of Access Aurora at 100 John West Way, Aurora, Ontario, L4G6J1 or placed in the secure drop box at Town Hall. For more information email info@aurora.ca or call 905-727-1375.

Business and Community Support

Is there any additional support for businesses?

The Town of Aurora in partnership with the Aurora Chamber of Commerce has created a specialized task force to help support the local economy and provide assistance to small businesses in Aurora. The Aurora Business Continuity Task Force will bring together business professionals with global, national and local experience to help find creative ways to assist Aurora’s small businesses.

For more information visit our Aurora Business Continuity Task Force page or contact the Aurora Chamber of Commerce for more information.

 Is there any Community Support I can access?

The Town of Aurora recognizes the significant impact that the global health crisis COVID-19 has on our community. Community leaders in Aurora have come together to form the Aurora Cares Community Action Team. This team will assess the emerging needs of the most vulnerable and at risk in our community. The goal is to help fill in the gaps where needed and add to what is already being provided by the provincial and federal government. For more information on the Aurora Cares Community Action Team visit our webpage.

The Town of Aurora has put together a list of external agencies that may be available to provide support to members of the community during the current COVID-19 State of Emergency.
Click here to view the community resource list.

How can I volunteer or support our community during the COVID-19 Pandemic?

If you would like to volunteer or support our community please contact Neighbourhood Network at 905-726-3737 or visit their webpage for a list of community needs.

Recreation, Arts, Culture and Events  

 Will I be refunded for cancelled programs, camps and permits due to COVID-19?
Refunds will be issued for all cancellations resulting from facilities closures and memberships will be placed on hold for the duration of the closure.

Participants who paid by credit card will automatically be refunded to the same credit card.  If you paid by another method (cash, debit, cheque) you will be contacted and offered the choice of a credit to your account or a refund by cheque. Any applicable refund fees will be waived. 

 What will happen to my Club Aurora membership?
All Club Aurora memberships will be placed on hold for the duration of the closure. 
Are Summer Camps still running?

Due to the ongoing risks associated with COVID-19 and in the interest of public safety, the Town of Aurora has made the difficult decision to cancel all previously scheduled summer camp programs in 2020. The Town’s existing summer camp offerings are designed and structured in a way that cannot be delivered in line with current provincial requirements for physical distancing and social gatherings.

The health and safety of all participants is a top priority and the Town will continue to work with York Region Public Health to determine what additional health and safety measures can be put in place to protect campers, volunteers and staff, if the situation changes. In the meantime, recreation staff are exploring alternative camp options that will be announced at a later date.

Full refunds will be issued to all registered participants. Registrants will be contacted directly by Town staff regarding refund options based on the method of payment.

The Town of Aurora Summer Camps will be offering the Camp in a Bag program to provide residents with camp-inspired activities, arts and crafts, and hands-on tactile experiences that can be completed safely from the comfort of your own home. For more information visit aurora.ca/summercamps

Are Aquatics Programs still running?

The Town of Aurora will be implementing new procedures in order to provide safe aquatic programs to the community. Effective Monday, July 20, the Town will be offering the following summer swim programs at the Aurora Family Leisure Complex (AFLC):

  • Lane swims with no spa pool access
  • Aquafit classes with no spa pool access
  • Private swim lessons for individuals (Levels - Swim Kids 5 and higher)
  • Aquatic sport clubs (i.e. facility permitting)

Participants are required to wear masks or face coverings inside enclosed public spaces, which includes community centres.

Participants who do not follow the requirement of wearing face masks or face coverings inside the community centre will not be allowed to enter into the building or to participate in the program. Exceptions to the rule include people who cannot wear a mask for medical reasons, children under the age of five, and those who require accommodation in accordance with the Ontario Human Rights Code.

Pool capacities have been reduced to ensure the Town can meet the provincial orders of gatherings of no more than 10 individuals and allow participants to safely maintain physical distancing of two metres. Aquatic instructors will be teaching from the pool deck to maintain physical distancing.

All swim participants are required to set-up an online family account in advance through ePLAY, and register for a spot for all aquatic programs through ePlay at aurora.ca/eplay

There are no drop-in options offered. Participants can cancel their reserved spot, and request a refund online up until the day before the program starts. No refunds will be provided for late requests or no shows.

As swim participants return to the pool, the following procedures should be followed:

  • Participants are asked to arrive no more than 15 minutes prior to the start of the program to check-in at the AFLC Main Entrance, and no later than 10 minutes after the start of the program.
  • Town staff will open the doors for participants who are pre-booked through the registration process, complete a verbal screening assessment at the customer service desk, and allow participants to proceed to the pool area.
  • The main entrance at the AFLC will be closed 10 minutes after the start of the program, and participants will not be allowed to join activities.
  • Participants are allowed to use the pool change rooms, however must abide by the Town’s directional flow in an effort to promote physical distancing of two metres. Locker use is not available at this time.
  • Participants are asked to remove their mask or face covering only when they are ready to enter the pool and to put it back on once they get out of the water.
  • Participants are required to sign out at the customer service desk before they exit the building.

For more information on the modified summer aquatic program, please visit aurora.ca/aquatics

If I signed up for Spring and Summer programs or camps, what happens if they are cancelled?
If any programs and camps are cancelled by the Town, participants will be provided with a complete refund and no administration cost will be incurred.
 What is the status of Town Events?
 All Town of Aurora events have been cancelled until further notice.
Can my organization apply for the Community Events Sponsorship Program?
Due to COVID-19 Pandemic, the 2020 Community Events Sponsorship program is on hold until further notice.
 What is the status of Town permits and rentals?

All indoor facility rental permits have been cancelled until further notice. The Town has resumed facility rental permits for outdoor sports facilities effective July 6. For more information please contact bookings@aurroa.ca

Playgrounds, Park Amenities, Trails, Sport Fields, Dog Park and Recreational Amenities

What facilities and public spaces are closed?

The following facilities and public spaces are closed to the public:

  • Aurora Town Hall
  • Joint Operations Centre (JOC)
  • Aurora's Senior Centre
  • Aurora Public Library
  • Stronach Aurora Recreation Complex (SARC)
  • Aurora Community Centre (AAC)
  • Aurora Family Leisure Complex (AFLC)
  • Aurora Museum and Cultural Centre
  • Playgrounds
  • Play structures
  • Clubhouses
What Recreation facilities are open?

Effective Friday, June 26 splash pads and public washrooms in parks, will reopen. 

As of May 19, in Stage 1, Aurora had reopened open spaces, parks, baseball diamonds the dog park, picnic shelters, sports fields for recreational use, outdoor tennis/pickleball/basketball courts and library curbside pick-up and skateboard parks. All outdoor picnic sites, benches and shelters in parks and recreational areas in Aurora are open.

Excluded is the use of these facilities for organized sporting activities, such as football, softball, ball hockey, soccer, frisbee and basketball, as these activities do not allow for proper physical distancing.

Public health guidelines will still apply according to the prohibitions under the current Provincial Orders including the ban of organized public events, gatherings of more than 10 people (inclusive of gatherings on private property but excluding family members who reside at the same address), physical distancing of at least two metres from non-household members during all outdoor activities and entry to and use of certain outdoor recreational amenities.

 Can I use the trails in Aurora?

Yes. The Town of Aurora trails are open for use. Please practice physical distancing when using Aurora’s trails. Sheppard’s Bush has reopened with restrictions, please visit lsrca.on.ca for more details.

 Where am I permitted to walk in Aurora?

Residents can walk on the trails in Aurora (including the Oak Ridges trail), sidewalks and pathways. Sheppard’s Bush has reopened with restrictions, please visit lsrca.on.ca for more details.

 Can I use the open spaces in the Parks in Aurora?

Effective Friday, June 26 splash pads and public washrooms in parks, will reopen. 

As of May 19, in Stage 1, Aurora had reopened open spaces, parks, baseball diamonds the dog park, picnic shelters, sports fields for recreational use, outdoor tennis/pickleball/basketball courts and library curbside pick-up and skateboard parks. All outdoor picnic sites, benches and shelters in parks and recreational areas in Aurora are open.

Signage is posted near the amenities, please read and follow the usage rules. Amenities are also used at your own risk.

Excluded is the use of these facilities for organized sporting activities, such as football, softball, ball hockey, soccer, frisbee and basketball, as these activities do not allow for proper physical distancing.

Everyone must still comply with current prohibitions under the current Provincial Orders including the ban of organized public events, gatherings of more than 10 people (inclusive of gatherings on private property but excluding family members who reside at the same address), physical distancing of at least two metres from non-household members during all outdoor activities and entry to and use of certain outdoor recreational amenities.

Examples of permitted activities for individuals from the same household in an open park space include:

  • Playing catch or kicking a soccer balls
  • Flying a kite
  • Exercising and stretching on a yoga mat, but not in a class
  • Letting young children run around

School board open spaces are still closed as this use is governed by the school boards. Sheppard’s Bush will be reopening as of May 29 with restrictions, please visit lsrca.on.ca for more details.

 Are York Region's Forests open?

Yes. The Regional Municipality of York re-opened public access to the York Regional Forest with stricter guidelines for all users.

The following guidelines are in place for all users at the York Regional Forest and its 21 public forest tracts:

  • All dogs must be leashed and under control at all times (the off-leash dog area at Bendor and Graves Forest Tract both remain closed until further notice)
  • Practice physical distancing of at least two metres between yourself and other forest users, both on the tracts and in common parking areas
  • Do not litter, including garbage, personal protective equipment and pet waste
  • Please be kind and act responsibly

If I see people playing on the playground or witness social gatherings of 10 or more how do I report them?

If you witness people playing on the playground or taking part in social gatherings please send an email with the date, time, and location to bdepartment@aurora.ca or leave a voicemail with the information at 905-727-3123 ext. 4240. All complaints will be investigated, however it would be preferred if the complainant left a telephone number and name in the event that a follow-up is required

Bylaw and Animal Services

 What Bylaw Services are available to the public?

By-law services officers will continue to remain active in the community and take precautions on a case-by-case basis.

  • Daytime parking enforcement will only be addressed for immediate health and safety issues, fire routes and accessible parking.

In accordance with the Provincial Emergency Management & Civil Protection Act, portions of the Noise By-law have been suspended by the province:

  1. Construction Noise is permitted 7 days a week between 6 a.m.to 10 p.m.
  2. Commercial & Industrial Deliveries and pickups are permitted 24 hours per day to ensure businesses remain fully stocked and our supply chain remains intact.


The Town of Aurora has begun strict enforcement of provincial emergency orders and trespassing of municipal closures. On March 27, the Province of Ontario granted Municipal Bylaw Enforcement Officers the ability to issue fines under the Emergency and Civil Protection Act (EMCPA) in an effort to flatten the COVID-19 curve.

Under the provincial guidelines, the Town of Aurora is issuing fines to individuals who do not comply with the following emergency orders:

◾No gatherings of more than 10 people (inclusive of gatherings on private property, regardless if it is on the interior or exterior, but excluding family members who reside at the same address).

◾Trespassing in areas that are closed to the public (parks, park amenities, tennis courts, skateboard parks, sports fields, baseball diamonds, basketball courts, playgrounds, school yards, Sheppard’s Bush and the dog park).

◾Closure of non-essential businesses

◾Price gouging on necessary goods such as hand sanitizers and household cleaners

Individuals charged with an offence under the EMCPA will face fines starting at $880. Failing to identify yourself upon the request of a Municipal Law Enforcement Officer conducting an investigation under the EMCPA will result in fines of $1,250. Fines could also carry punishments of up to one-year imprisonment or a fine of up to $100,000 for an individual and up to $10,000,000 for a corporation.

 What Animal Services are available to the public?

Animal Services will respond to dog bites, contained stray dogs, sick/injured domestic animals, sick/ injured wildlife, and dogs running at large (off leash). Please contact Animal Services at 1-877-979-7297 (PAWS)

  • Be diligent in practicing social distancing with one another and pets. This means not having play dates or off-leash romps with dogs from other households or interacting with someone else's dog while on a walk
  • Keep your cats inside and remember to keep your dogs leashed at all times when outside
  • In person sales of dog licences are currently not available. If you’d like to purchase, replace or renew a licence, visit DocuPet or contact them over the phone at 1-855-249-1370
  • The Georgina Animal Shelter and Adoption Centre remains closed to the public and will not be accepting any animals for surrender
  • The Georgina Animal Shelter is also currently not accepting stray cats due to overflow. As such, all found contained cats would need to be released back outside. However, if the finders take a photo and provide it to Animal Services, they will share it.

Is the Georgina Animal Shelter Open?

No. The Georgina Animal Shelter is closed to the public. If you have lost your pet you can contact Animal Services at 1-877-979-7297 (PAWS). If you pet is found and taken to the Georgina Animal Shelter you will need to contact the shelter to make arrangements to schedule an appointment to pick-up your pet.

Am I allowed to hire a landscaper?

Yes. However, please be aware that only essential landscaping services such as: grass cutting, waste cleanup, and raking are permitted at this time. Activities such as fertilizing, sprinkler setups/installations, and pruning are non-essential.

 Can I open my swimming pool?

Yes. Residents are encouraged to open their swimming pools for the upcoming summer season.  However construction of new swimming pools are non-essential.

Waste and Recycling Services

Will my waste and recycling service be affected?

No. At this time, all waste and recycling services will not be affected. Green for Life Environmental has closed access to their public office until further notice.

How can I obtain a yellow Yard Waste Sticker?

If you require a yard waste sticker please call the Town at 905-727-1375 or email info@aurora.ca 

How do I replace my broken Blue or Green bin?

If your Town of Aurora green bin or blue recycling bin is damaged, please contact Green for Life (GFL) at 1-866-421-5625 to schedule to have the replacement bins delivered to your home.

How can I purchase a new Blue or Green Bin?

Please contact Access Aurora at 905-727-1375 to order a new blue or green bin. 
I just moved to Aurora, how can I get a set of recycling bins?
Please contact Access Aurora at 905-727-1375 to obtain a set of bins.
How can I dispose of latex gloves and face masks?
When disposing of gloves and masks, please place these items in a tightly tied plastic garbage bag, not in the blue box and not on the ground. Please do not litter.
Can I still donate to the Textile Recycling Program?
The Textile Recycling Program is temporarily suspended at this time. We ask that you please hold on to all material at this time.
Are the Waste and Recycling events still happening?
 All Town of Aurora events have been cancelled until further notice.

Planning and Building Services

 How do I apply to extend my Restaurant or Bar's patio?
For restaurants and bars who are interested in extending their patio space, the Town of Aurora requires the business to submit a Site Plan Exemption Application that includes a scaled plan showing the location of buildings, location and dimensions of the patio, fencing, entrances, exits and aisle widths. All applications are required to comply with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Fire Code.

 

Some highlights from Aurora’s Outdoor Patio Program include:

• All site plan application fees will be waived

• Application fees for minor variances for patio expansions will be waived

• Restaurants and bars that would like to expand or create patio space onto the sidewalk will have to enter into an encroachment agreement with the Town and must maintain accessibility requirements.

The Alcohol and Gaming Commission of Ontario (AGCO) will not require licensees to apply or pay a fee for these temporary extensions but the retailer must ensure they have completed the Town’s application form, received approval by the Town and met all other applicable requirements.
The AGCO measures will be in effect until January 1, 2021.

For inquiries about Aurora’s Outdoor Patio Program, please email planning@aurora.ca.

Can I still apply for or pickup an existing Planning Application?

Effective Monday April 20, 2020, Planning and Development Services is arranging for a safe process for accepting new applications, this includes intake of permits, building/engineering plans, and all development planning applications (For example, Official Plan Amendments, Zoning By-Law Amendments, Plans of Subdivision, Site Plans, Condo Plans, and Committee of Adjustment applications.) 

The pick-up and drop-off area is located at the North-East corner of the back entrance of Aurora Town Hall. There will also be a box for anyone having to pick-up material with pre-arranged instructions provided. 

Planning and Development Services Application Pick-up/Drop-off

 

For more information on Planning or Engineering related matters, please call 905-727-3123 ext. 4226 or click to email planning or engineering.

For Building related matters, please call 905-727-3123 ext. 4388 or email building.

Physical distancing

What is physical distancing?
COVID-19 is known to spread from person to person. The only way to limit the spread of COVID-19 is to practice safe physical distancing. To reduce the spread, it is recommended that everyone:
  • Stay home as much as possible
  • Practice physical distancing (stay 2 metres/6 feet away from others)
  • Limit the need to leave your home. Only go outside for essential (grocery, work, exercise etc.
  • Wash your hands with soap and water thoroughly and often
  • Avoid touching your face with unwashed hands
 Who can I contact if I witness social gatherings?
If you witness social gatherings please send an email with the date, time, and location to bdepartment@aurora.ca or leave a voicemail with the information at 905-727-3123 ext. 4240. All complaints will be investigated, however it would be preferred if the complainant left a telephone number and name in the event that a follow-up is required.

Members of Council and Public Meetings

 How do I get in touch with the Mayor and Members of Council?
The Mayor and Council are dedicated to serving the residents and businesses of The Town of Aurora. Contact information for Members of Council can be found here.
 Are Public and Council meetings cancelled?
Aurora Town Council will continue to meet virtually to move forward critical municipal business during the COVID-19 pandemic. For a list of upcoming meetings click here.

Delegations will be allowed by video conference. To delegate for a meeting please email clerks@aurora.ca. To view the livestream meeting visit aurora.ca/livecouncilmeeting.

General Inquiries

 What does it mean to declare a state of emergency in a municipality?
The Mayor can declare an emergency that exists in the municipality to protect property, health, safety and welfare of the community. By declaring a state of emergency this allows local, regional and provincial governments to access specific resources as needed and deal with the crisis at hand.

At this stage the declaration of emergency has no financial implications. Should special funding become available the declaration allows us to react quickly to allocate funds.

 Are essential services affected?
Essential services such as water, wastewater, roads and solid waste collection services are not  affected.
 How can I contact the Town?

General inquiries can be directed to Access Aurora at 905-727-1375 or info@aurora.ca Additional department contacts can be found below.

Access Aurora
Email: info@aurora.ca 
Tel: 905-727-1375

Bylaw Services
Email: bylawdept@aurora.ca


Community & Recreation Services
For recreation customer service, program registration, memberships: rleisure@aurora.ca 
For facility rental inquiries: bookings@aurora.ca 
For facility advertising & sponsorships: ldyer@aurora.ca


Corporate Communications
Email: communications@aurora.ca


Human Resources
Email: hr@aurora.ca


Operational Services
Tree permits: eharrison@aurora.ca 
Water meters: adelbalso@aurora.ca 
Bulk water requests: lbeaton@aurora.ca 
Road occupancy permits: kjohnston@aurora.ca 
Garbage inquiries: gzinck@aurora.ca


Planning & Development Services

Planning Inquiries
Email: planning@aurora.ca 
Tel: 905-727-3123 ext. 4226
Fax: 905-726-4730


Building Inquiries
Email: building@aurora.ca 
Tel: 905-727-3123 ext. 4388
Fax: 905-726-4731


Engineering Inquiries
Email: engineering@aurora.ca 
Tel: 905-727-3123 ext. 4373 or 4226
Fax: 905-841-7119

 How is the Town of Aurora keeping residents informed?
 The Town will notify the public of future cancellations, openings and updates through:
  • Website at aurora.ca/covid19
  • Social media channels
  • Aurora Matters Newsletter
  • Aurora's Town Notice Board (published bi-weekly in The Auroran

For up-to-date information about COVID-19 Visit the York Region website for information and resources on COVID-19 or call Health Connection at 1-800-361-5653. Learn about how the Ontario Ministry of Health is preparing for COVID-19 in Ontario.