Homeowners FAQ
Q: Why does my 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: I’m trying to process a web ticket, and my street isn’t listed
A: While this is an infrequent occurrence, there are a variety of reasons this could happen. Ontario One Call’s map is the most comprehensive in the entire Province, but it is virtually impossible to keep up with the growth of the Province map-wise. First, double-check the City/Town you entered. Is it accurate? If the City/Town is not accurate, the map cannot generate the correct streets. Do you live in a new subdivision or a newly built street? Is the street name spelled properly? If you live in a rural area, are you trying to enter a Rural Route number as opposed to the legal name for your street? If the street does not verify despite your troubleshooting, please contact us at 1-800-400-2255 to process your locate request
Q: I have locate paint on my property, and I did not request a locate. Can you tell me who did?
A: Excavators request locates for a variety of reasons. Cities dig to repair water and sewer lines or rebuild roads/sidewalks, utilities dig to repair or upgrade their lines, etc. Please keep in mind the following facts
The Municipality you live in, technically, “owns” the front of your property up to your property line. If the Municipality/City must excavate on the publicly owned portion of your property, they may do so without consulting you first
While there is no arguing that you own your private property, the utilities buried underneath that property are owned by the respective utility owner. While it is policy and certainly courtesy in major companies to notify you of any planned excavation, it is not legally required
To investigate further, we recommend contacting the utility in question
Q: Can I get by pool heater line located through Ontario One Call?
A: Pool heater lines and barbeque lines are a great example of “Private Lines”. “Private Lines” are lines installed by private contractors (i.e. not Utility representatives) are not covered by Ontario One Call’s Members. A separate locate must be arranged for lines of this nature.
Ontario One Call’s privacy policy forbids Ontario One Call Representatives from discussing locate requests with anyone but the requestor of the locate, or an Ontario One Call Member, or a third party investigative body/legal body. Therefore, we cannot assist you in this matter. Please contact your Municipality or your Utilities providers if you are concerned about excavation activity near your property
