Contractors & Excavators FAQ
Q: Why does the gas/hydro company advertise three days to get a locate, and Ontario One Call advertises five?
A: Different utilities have different service levels, depending on their own internal processes and governing regulations (if applicable). One member may have a service level of three days, one may have a service level of five. Because multiple, varied types of utilities are Members of Ontario One Call in the same locations, we must take the average of all the days.
Q: Why aren’t all utilities members of Ontario One Call?
A: Great question! The Province of Ontario does not have any legislation in place mandating utilities to be a member of a One Call. Ontario One Call actively supports the Ontario Regional Common Ground Alliance’s efforts to introduce legislation in Ontario and actively recruits new members to make your job as the excavator easier.
Q: Why do you ask me so many questions?
A: We ask a variety of questions about your job site in order to facilitate the most accurate, timely locates possible. The more accurate the One Call ticket is, the less time the Member or Locator needs to spend researching the ticket and obtaining information. Additionally, detailed tickets are also more likely to qualify for office clearances, thus reducing the amount of wait time normally associated with a field locate or site meet.
Q: What can you do about speeding up my locate/who do I complain to about a late locate?
A: Ontario One Call does not do locates. We transmit your ticket information to our Members or our Member’s Locate service provider (LSP). Once the ticket leaves our office, it becomes the responsibility of these parties. We have no “pull” with Members or Locators to expedite locates and do not schedule locates in any way. If you cannot resolve your issue with the LSP directly
and wish to file a complaint against a Member or Locate service provider, please contact the Member company directly. If you cannot find the appropriate party, please speak to our Help Desk at 1-866-466-7613.
Q: What law mandates me to obtain locates?
A: Further reading on your legal requirement to obtain locates can be obtained through the TSSA/ESA Guidebook or by visiting the Ministry of Labour’s website. Both links are available in the Resource Centre.
Q: Can other companies work under my locates?
A: Whatever company is responsible for the excavation must have their name associated to the locates that are on-site. If there are multiple contractors working at one site, you may add multiple names to the Ontario One Call ticket.
Q: How long do locates last?
A: Your locate is valid for 30 days from the date you received your locate from the member or member’s locate service provider. Work that extends beyond these 30 days must be re-submitted to Ontario One Call for new locates, called “Relocates”. If you require a certain member to remark their utilities before 30 days, you may contact Ontario One Call and request a “Remark”. Please allow five days before your 30 days is up for a Relocate to allow the Locate service provider to refresh your markings while experiencing no work interruptions.
Q: Where can I learn more about Direct Ticket Entry?
A: Please visit the Resource Centre for Ontario One Call’s Direct Ticket Entry Demo, or contact
Our Marketing Department for further information.
