Online Reference Guide

Homeowner Section

What is Ontario One Call?

Ontario One Call runs the largest call centre in the Province established to receive excavator locate requests within Ontario and to notify Ontario One Call members potentially impacted by the excavator’s activity.

History of OOC

Ontario One Call was formed in 1996 by various representatives from Electrical, Gas, Telecom, CATV, Pipelines, and Sewer and Water Utilities. These varied parties were united in their desire to reduce damage prevention in the Province of Ontario and educate the excavating industry of their crucial role in the damage prevention process.

Vision Statement

To reduce damages to underground facilities and promote safe excavation practices through the operation of a state of the art One Call Centre for all facility owners in Ontario.

Mission Statement

We will accomplish this by:

  • Increasing membership & understanding our member needs
  • Maintaining a mutually healthy alliance relationship with our service providers
  • Focusing on providing a cost-effective and high quality service to stakeholders
  • Promoting damage prevention initiatives in Ontario
  • Providing an open and dependable communication channel for all stakeholders
  • Enhance call centre operational excellence through consistent, repeatable processes
  • Adopt best practices

What you can’t see, can hurt you

It’s getting pretty crowded underground. There could be gas pipelines, electrical services, telephone and cable TV as well as water and sewer connections. In addition to these types of buried services to your home, there could be distribution networks for utilities that serve your neighborhood and community. In some cases, such as pipelines and fiber optic cables, they may even be part of a national route.

Safety Starts with You!

Obtaining locates are easy, free, and most importantly, the first step in safe excavation!

Consider that in 2009, of all reported utility damages in Ontario, 70% of damages caused by Homeowners were a direct result of not obtaining locates. Failure to obtain locates leading to subsequent utility damages carry multiple fines, fees to repair damaged utilities, and more. However, the most important reason to get locates is to put safety first!

How does Ontario One Call Work?

Ontario One Call is open 24 hours a day, every day of the year to take your locate request!

The very first step is to determine whether you, the Homeowner, will complete your excavation or if you will be hiring someone to complete the excavation for you (Landscapers, Fence Post Companies, etc.). The person physically completing the excavation is responsible for obtaining locates, regardless of whose property the excavation is occurring on. For example, if you have hired a landscaper to work in your backyard, they are required to have locates in their company’s name.

The next step to planning your locate request is to provide Ontario One Call’s Members with notice of your job. Ontario One Call requires a minimum of five business day’s notice to complete a locate. Some companies that are Members of Ontario One Call require less, some a little more, but the Ontario One Call standard is five business days.

Once those two steps have been completed, start your locate request by visiting www.on1call.com and submitting the locate request to us via our Webticket. Locates are also accepted via telephone at 1-800-400-2255. For the fastest telephone service, try calling in the evening (after 7:00pm).

There is basic, mandatory information Ontario One Call needs to complete your locate request:

  • Your name
  • Your phone number, fax number or email address (kept in a confidential database used only by Ontario One Call affiliates for locate request purposes)
  • The address of the dig site, including City, Address, Dig Street, and the nearest intersecting street to the property (i.e. the street that you drive on immediately before you turn onto the dig street). Please note that our system will provide you with the nearest intersecting street we have available, all that is required is your verification
  • Type of work occurring on the property

Additional information that is good to have and may expedite your locates includes:

Whether you’re excavating at the front, back, or side of the property and if you are digging near any property lines (i.e. if you are on public property or private property)

  • Whether your property is a corner lot or not
  • What side of the road your property is on (N,S,E,W)
  • Whether you will be digging by hand (shovel, pick or spade), or machine
  • If your type of work is a fence, whether the fence is being placed past the front corners of the house
  • If your type of work is a pool, whether a fence is being installed at the same time
  • Any special information you would normally give to someone visiting your house (ex. if you have a dog in the backyard)

For webticket users, once you submit your locate request by “sending” the web ticket, Ontario One Call receives your locate request. After a brief audit has been done on the ticket to ensure accuracy, your ticket number is generated. You will be sent your ticket number.

Your locate request has now been sent to all Ontario One Call Members that have underground plant at your dig site. You can review the Members notified by checking the bottom of your ticket. You will receive paperwork, a locate, or contact from all Members notified on your ticket in the next five business days or so. Additionally, with your ticket number, you can view the status of your locates through our 360 Feedback program.

Please note that Ontario One Call reserves the right to refuse locate requests if there is insufficient, conflicting or confusing information provided by the Homeowner.

Click Before You Dig!

Our web ticket form is available 24/7/365 from anywhere with an internet connection, is fast and simple to use!

Simply fill in the required information on the form and submit it to Ontario One Call. You must provide a minimum of one week’s notice from the time you submit your request until the day you plan to begin digging.

The best part: locates are FREE!

Note

The Spring and Fall digging season is the busiest time of the year. Our members work hard to satisfy their customers; nevertheless, you may experience some delays in obtaining your locates at that time of the year.

Ontario One Call advises callers that most of our members require one week to complete a locate. This should not be interpreted as a committed date, as we do not make appointments for locates on behalf of our members. We are simply communicating the normal interval. As you might expect during peak workload periods, it will likely take longer to complete your locate and you should wait to hear from a member representative directly to negotiate scheduled completion date for your locate request.

Please provide as much lead time as possible (as much as 30 days before your planned start date) in communicating your locate request(s) to Ontario One Call. You will be helping yourself and permitting our members to plan their workload effectively and to serve your needs in a timely manner.

The Importance of Submitting Accurate Information

Ontario One Call must identify which members to notify and in order to do this they must first determine where your dig site is located. To accomplish this, they use a computerized GIS map for the Province of Ontario. It is important that you provide complete and accurate address information including, where appropriate, the number, the street name, the type (street, avenue, crescent etc.) and if it has a north, south, east or west designation. In addition, you will be asked to provide the name of the nearest intersecting street. This is necessary to validate the address given is correctly identified on our mapping database. If the street is not in our database, the search to confirm your location will take longer. Please be patient, as we need to take these additional other steps to ensure our members are given correct information.

We recommend that you be ready to answer all required questions before requesting a locate.

If you will be submitting a web request, please ensure all the required information is provided and there is a minimum interval of one week before you plan to dig.

Understanding your ticket confirmation

Please take a moment to review your ticket to ensure there are no errors or omissions. Errors or omissions may be corrected by contacting us at 1-800-400-2255. It is your responsibility to ensure that your ticket is accurate.

The first page of your locate request will be the ticket confirmation:

A: Ticket Confirmation. Use this number when obtaining locate status from Ontario One Call’s 360 Feedback, calling Ontario One Call to inquire about your locate request, or calling an Ontario One Call Member about your locate request

B: Contact Information. Please review to ensure accuracy. This is the information Ontario One Call Members will use to contact you

C: Dig Location. Please review to ensure accuracy. This is the address that will receive the locate. Please be as specific as possible with Dig Location. Ontario One Call prefers that, if possible, you situate your dig site between the two nearest intersecting streets. These would be the two streets that are to your immediate left and right when standing in front of your property

D: Dig Information. This section tells Ontario One Call what type of work you are doing on the property and where you are doing it. Please be as specific as possible

E: Members Notified. This section tells you who Ontario One Call notified of your intent to excavate. Please note that not all utilities are Members of Ontario One Call. Review this section thoroughly and ensure that any other utilities not mentioned in this section are contacted by you directly. If there is a “C” beside a Member name, that Member has issued you a clearance for your work, meaning you are safe to commence your excavation as far as that Member is concerned (remember there are other Members on your ticket). If you have an “L” beside a Member name, that Member notification has been sent to Ontario One Call’s in-house clearance centre for a potential office clearance (called “Look-Up”). You may be contacted on behalf of that Member within the next 24 hours. If you have any questions about a notification that was sent to Ontario One Call’s in-house clearance centre, please contact 1-866-308-6588

The second page of your ticket confirmation consists of disclaimers and information that is important to note

It is your responsibility to ensure that your ticket information is accurate. Please review this information thoroughly and contact 1-800-400-2255 if you have any questions.

How to read a locate

To obtain our “How to Read a Locate” job tool, please visit the Resource Centre.

Homeowner 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

Who we will notify

When you call Ontario One Call, the representative will create a locate request notification and forward a “ticket” or notification with your dig site information to the appropriate members.

Who we will not notify

Not all underground utilities are members of Ontario One Call. Non-members will not be notified by Ontario One Call. You must contact non-members directly yourself. Please note that, because One Call membership is currently optional for Utilities, Ontario One Call cannot comment on any non-members that may be in your area. If the Utility is not a member of Ontario One Call, we have no knowledge of their existence or contact information.

What our members will do

Our members will contact you and, if necessary, arrange to send a locator to identify and mark the location of their buried facilities.

Thank You for using Ontario One Call

It is the first step in planning for a safe project wherever excavation work is planned. Our members can now take steps to mark out their facilities with paint, stakes and flags whenever your excavation work is near their facilities.

Remember, you must carefully hand dig to the depth of your excavation within one meter of utility markings, unless instructed differently by the utility. If you damage a utility service, please call the utility directly. Even a sheath or coating nick can cause corrosion which may lead to a future problem. Leave the excavation open until it has been inspected by a utility representative.

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Excavator Section

History of OOC

Ontario One Call was formed in 1995 by various representatives from Electrical, Gas, Telecom, CATV, Pipelines, and Sewer and Water Utilities. These varied parties were united in their desire to reduce damage prevention in the Province of Ontario and educate the excavating industry of their crucial role in the damage prevention process.

Vision Statement

To reduce damages to underground facilities and promote safe excavation practices through the operation of a state of the art One Call Centre for all facility owners in Ontario.

Mission Statement

We will accomplish this by:

  • Increasing membership & understanding our member needs
  • Maintaining a mutually healthy alliance relationship with our service providers
  • Focusing on providing a cost-effective and high quality service to stakeholders
  • Promoting damage prevention initiatives in Ontario
  • Providing an open and dependable communication channel for all stakeholders
  • Enhance call centre operational excellence through consistent, repeatable processes
  • Adopt best practices

What is Ontario One Call?

Ontario One Call runs the largest call centre in the Province established to receive excavator locate requests within Ontario and to notify Ontario One Call members potentially impacted by the excavator’s activity.

Getting a Locate-Safety Starts with You!

Contacting Ontario One Call and obtaining locates should be the first step in any excavation. Excavators, by law, are required to request and maintain accurate, up-to-date locates and keep the locate paperwork on their job site at all times. Failure to meet locate requirements may result in the closure of your job site, citations, and large fines. However, the most important reason to obtain locates is to protect the safety of yourself and your work crews.

How does Ontario One Call Work?

Ontario One Call is open 24 hours a day, every day of the year to take your locate request!

The next step to planning your locate request is to provide Ontario One Call’s Members with notice of your job. Ontario One Call requires a minimum of five business day’s notice to complete a locate. Some companies that are Members of Ontario One Call require less, some a little more, but the Ontario One Call standard is five.

Once those two steps have been completed, start your locate request by visiting www.on1call.com and submitting the locate request to us via our Webticket. If your request is Project Work (more than five locations in a given Municipality for the same type of work), select the Project Work option.

There is basic, mandatory information Ontario One Call needs to complete your locate request:

  • Your Contractor ID. If you do not have a Contractor ID, please contact us at 1-800-400-2255 to obtain one
  • Your phone number, fax number or email address, email is preferred.
  • The address of the dig site, including City, Address, Dig Street, and the nearest intersecting street to the property (i.e. the street that you drive on immediately before you turn onto the dig street)
    Note: Please note that our system will provide you with the nearest intersecting streets we have available based on your civic number and dig street; all that is required is your verification
  • Type of work. Please be as specific as possible. Our work list allows only one type of work to be selected in our drop-down menu, but elaboration is encouraged in the Remarks section of the web ticket

Additional information that is good to have and may expedite your locates includes:

  • Whether you’re excavating at the front, back, or side of the property and if you are digging near any property lines (i.e. whether you are on public or private property)
  • Whether your property is a corner lot or not
  • What side of the road your property is on (N,S,E,W)
  • Whether you will be digging by hand (shovel, pick or spade), or machine
  • Sketches! Submitting a clear, concise sketch of your dig site is a great way to get the most efficient locates possible

Once you submit your locate request by “sending” the web ticket, Ontario One Call receives your locate request. After a brief audit has been done on the ticket to ensure accuracy, your ticket number is generated and you will be sent your ticket number. Your locate request has now been sent to all Ontario One Call Members that have underground plant at your dig site. You can review the Members notified by checking the bottom of your ticket. You will receive paperwork, a locate, or contact from all Members notified on your ticket in the next five business days or so. Additionally, with your ticket number, you can view the status of your locates on our 360 Feedback website. 360 Feedback for Excavators allows you to view all tickets processed under your Contractor ID and is a great tool to manage your locates!

The fastest way to get your ticket processed at Ontario One Call is through our web ticket. Web tickets undergo a quick audit by a One Call Representative and are then sent to One Call Members.

Additionally, excavators who consistently submit high-quality tickets through the web may earn the privilege of “direct ticket entry”, where the ticket, once sent on the website, is immediately sent to One Call members without waiting for an audit. For more information on Direct Ticket Entry, please see the Resource Centre.

Understanding your Ticket Confirmation

The first page of your locate request will be the ticket confirmation

A: Ticket Confirmation. Use this number when obtaining locate status from Ontario One Call’s (link to 360 Feedback for Excavators) 360 Feedback (/link), calling Ontario One Call to inquire about your locate request, or calling an Ontario One Call Member about your locate request.

B: Contact Information. Please review to ensure accuracy. This is the information Ontario One Call Members will use to contact you.

C: Dig Location. Please review to ensure accuracy. This is the address that will receive the locate. Please be as specific as possible with Dig Location. Ontario One Call prefers that, if possible, you situate your dig site between the two nearest intersecting streets. These would be the two streets that are to your immediate left and right when standing in front of your property. Please note that our system will suggest the nearest intersecting streets to the address, and all that is required from you is validation.

D: Dig Information. This section tells Ontario One Call what type of work you are doing on the property and where you are doing it. Please beas specific as possible.

E: Members Notified. This section tells you who Ontario One Call notified of your intent to excavate. Please note that not all utilities are Members of Ontario One Call. Review this section thoroughly and ensure that any other utilities not mentioned in this section are contacted by you directly. If there is a “C” beside a Member name, that Member has issued you a clearance for your work, meaning you are safe to commence your excavation as far as that Member is concerned (remember there are other Members on your ticket). If you have an “L” beside a Member name, that Member notification has been sent to Ontario One Call’s in-house clearance centre for a potential office clearance. You may be contacted on behalf of that Member within the next 24 hours. If you have any questions about a notification that was sent to Ontario One Call’s in-house clearance centre, please contact 1-866-308-6588.

The second page of your ticket confirmation consists of disclaimers and information that is important to note

Please review this information thoroughly and contact 1-800-400-2255 if you have any questions

How to read a locate

To obtain our “How to Read a Locate” job tool, please visit the Resource Centre.

User Group Sessions

Ontario One Call holds semi-annual User Group Sessions at our office for excavators to learn about the latest One Call procedures and developments, discuss latest industry trends, and much more. For more information or to be added to the invitation list, please visit the Resource Centre and click on the “Contact our Marketing Department” link.

Ticket Status

The status of your locate request may be viewed through Ontario One Call’s 360 Feedback for participating Ontario One Call Members. For additional information, please contact the Member company or Locate service provider directly. Contact information is available by reviewing the Member and LSP Contact List, available in the Resource Centre.

How To Register as an Excavator

All excavators with the exception of Homeowners must register with Ontario One Call to obtain an identification number. Simply telephone Ontario One Call and a Representative will take the required contact information and issue you with a contractor (caller) identification number. Use this number in the future when you contact Ontario One Call.

Recording Your Call and Obtaining Recordings

All calls to Ontario One Call are recorded and retained by Ontario One Call for quality control purposes. These recordings are the property of Ontario One Call and Ontario One Call will distribute recordings to authorized parties only (ex. Members, Legal, etc.).

What Information Ontario One Call Needs

In order to successfully request a locate through Ontario One Call, excavators must provide a contact name and number, email address or fax number, City or Municipality of dig, dig street, the nearest intersection to the dig street, and type of work.

In order to create the best Ontario One Call ticket possible, we encourage additional information be provided such as specific marking instructions, hand dig/machine dig clarification, public property/private property clarification, depth of excavation, a secondary intersecting street, and any other information pertaining to the dig site.

The more detailed the ticket, the better the locate!

Remember, a picture says a thousand words..Ontario One Call strongly encourages legible sketches of the dig site be submitted when requesting locates via web ticket or fax. These are invaluable tools to members and locate service providers.

Notification Intervals for Excavator Locate Requests

Emergency and Priority requests will only be accepted by telephone and they will be transmitted to members within 5 minutes. Priority and standard notifications received by telephone will be transmitted within one hour of receipt.

All acceptable locate requests received by fax will be transmitted as notifications to the appropriate members within 24 hours, provided that all faxed information is clear and sufficient enough to generate a ticket. If the fax requires clarification or is not processable for any reason, the excavator will be contacted by the Ontario One Call Help Desk. If the excavator does not respond to this message within 24 hours, the fax will be sent back to the excavator.

Please also note that Ontario One Call reserves the right to refuse a fax locate request if they deem it immediately insufficient for processing. Examples of immediately insufficient faxes include but are not limited to illegibility, and missing required information.

All acceptable locate requests received by web ticket will be transmitted as notifications to the appropriate members within 12-24 hours, depending on volume.

All acceptable locate requests received by direct ticket entry will be transmitted as notifications to the appropriate members immediately.

Look-Up Members

Ontario One Call provides Look-Up services for a variety of members. Through the Look-Up feature, a trained Look-Up Representative reviews the One Call ticket against detailed digital maps of the members’ infrastructure to determine whether an office clearance can be issued. Notifications generated to Look-Up members from Ontario One Call are sent to Look-Up for 24 hours. Excavators can determine whether or not a ticket is with Look-Up by the presence of an “-L” beside the members’ name on the Ontario One Call outbound ticket confirmation. For questions related to Look-Up tickets, please contact 1-866-308-6588.

Grouping Related Locate Requests

A separate excavator locate request will be prepared for each street, road etc. where an excavation is planned. Multiple excavation sites on the same street will be included on the same request when the submitted addresses are sequential and in ascending or descending order so that they constitute a reasonable geographic entity. When these conditions are met, the limits of the ticket field lengths shall determine the maximum number of excavation sites that can be included on an excavator locate request. In support of the ORCGA’s “White Lining” best practice, pre-marking by the excavator is encouraged by Ontario One Call and is a scripted question in telephone requests.

Requests of five or more separate dig streets in a given Municipality are considered “Project Work” by Ontario One Call and will be processed as such. The difference between project work requests and single requests is the assignment of a Project Work Number. The project work number “batches” the project work tickets together.

Sketches

Ontario One Call accepts sketches in an approved format from excavators and forwards them to members who are equipped and agree to receive them. Sketches are currently accepted on requests submitted via web or fax.

Note: Excavators must not rely upon the information on a sketch as a substitute for the verbal or written description of the dig site location and extent of work which will always be required.

Outline, Mark & Fax

Outline, Mark & Fax (OMF) is a promotion to make the locate process easier and less time consuming for both the contractor and participating utility. The goal of “OMF” is to reduce the need for site meets between excavators and locators. No more travel time for appointments, no re-booking for “no shows due to emergencies, traffic or vehicle problems”, and no more multiple phone calls to change appointments.

How OMF Works

  • Simply outline your dig site boundaries in white (paint, stakes, flags, etc.)
  • Send your request to Ontario One Call and indicate the area is marked (outlined)
  • Ontario One Call will forward the request to members with notation “AIM” (Area is marked) in the remarks section
  • If the member participates in “OMF”, a locator will be dispatched and complete the locate within the boundaries of the dig site outline. Upon completion, the locator will fax back to the excavator, the status of the locate.
  • Sometimes due to ground and weather conditions it is not practical to physically outline the area. A field meet can still be avoided if the dig site request is “Boxed In” in words using identifiable landmarks such as curbs, fences, buildings, etc.

Note:

  • Not all members participate in “OMF”. These members may contact you and advise that a site meet is required to complete their locate.
  • Extensive project work or excavations in the vicinity of sensitive underground facilities may not lend itself to “OMF”. In these cases a site meet should be scheduled to communicate your intent and scheduling needs.
  • The goal is to accurately communicate your locate requirements and avoid the risk of damage in the most efficient manner for all parties concerned.

Ontario One Call Mapping System

Ontario One Call utilizes a digitized GIS base map to validate the location of the dig site. Street address information is required to pinpoint the location. If the correct street information cannot be identified in the mapping database then Ontario One Call will search for cross street information and if still not successful, Ontario One Call will require the nearest major intersection along with the distance and direction from there to the dig site.

The members have mapped out their areas on the base map where they wish to receive notifications from excavators. When the dig site polygon intersects the member polygon, a notification is forwarded to that member.

Ontario One Call updates the mapping database on a regular basis. New subdivisions and streets as well as rural areas may not be identified in the database. In these cases you can assist Ontario One Call by providing additional cross-street information based on well-established street names in the area. We appreciate your understanding and co-operation in these instances and we can assure you that we are investing in processes to minimize the impact this has on the locate request procedure.

Member Coverage

When a member joins Ontario One Call, they must indicate the area where they wish to receive notifications. The excavator is then informed which members will receive a notification for that request.

Most members receive all the locate requests for their service area. Some members, who do not have extensive underground facilities, wish to limit the number of notifications they receive in their service area to the specific locations where their records indicate they have underground facilities. This process is called “Street-level coverage”. It is accomplished as follows:

A member identifies the specific streets, blocks and locations where they have underground facilities. The member then adds a safety “buffer zone” around the member’s plant. When a proposed work location polygon intersects that member’s buffer zone, a notification is sent to that member. Ontario One Call builds this information into their mapping database for that Municipality/Township. If the dig site polygon is outside the Members’ buffer zone, the member will not receive that notification. This saves the member the time required to unnecessarily search their records and provide an “all clear” to the excavator. It also saves them the cost of an unnecessary notification from Ontario One Call. The excavator can now decide who else must be informed directly before they dig.

Note:

When a member implements street-level coverage and the specific dig site polygon does not intersect their buffer zone, notification will not be sent to the member and the excavator is advised accordingly. In these cases the excavator may use the request number from Ontario One Call as proof of requesting a locate from all members of Ontario One Call within that Municipality/Township and this will be in lieu of contacting the member directly.
It is therefore important that accurate and complete information regarding the dig site location is clearly communicated by the excavator to Ontario One Call. When Ontario One Call is unable to accurately place the dig site location in its mapping database, the ticket will be refused until accurate information can be obtained.

Selective Sending

Members may choose to issue clearances for tickets where, while there may be coverage present for the member, certain criteria is met and a clearance can be generated. This is called “Selective Sending”

Example: Depth Selective Sending

Some members who do not have shallow depth underground facilities wish to limit the number of notifications they receive in their service area to excavations of a specified depth or deeper. This process is called Depth Selective Sending. It is accomplished as follows:

  1. A member identifies the specific depth for which they require a notification.
  2. Ontario One Call builds this information into their database for that member’s service area.
  3. If the depth of the excavation at the dig site as identified by the excavator is shallower than the depth selected by the member, the member will not receive that notification. This saves the member the time required to unnecessarily search their records and provide an “all clear” to the excavator. It also saves them the cost of an unnecessary notification from Ontario One Call.

The excavator needs to know if there are any members with underground plant in that municipality/township, who will not receive a notification because:

  • The member has implemented depth selective sending, and
  • The member does not need to complete a field locate and therefore, will not be receiving a notification.

To accomplish this the excavator is advised at the end of the call:

“Based on the information provided, You are clear to dig for (name of member)”

By this process, the excavator should understand which members will receive a notification and which members, through the depth selective sending process, have determined that they do not require a notification for that planned dig site. The excavator can now decide who else must be informed directly before they dig.

Other forms of Selective Sending

  • Type of work
  • Hand Digging
  • Private Property

Note

When a member implements selective sending, no notification will be sent to the member and the excavator is advised accordingly. In these cases the excavator may use the request number from Ontario One Call as proof of requesting a locate from all members of Ontario One Call within that Municipality/Township and this will be in lieu of contacting the member directly.

It is therefore important that accurate and complete information regarding the dig site is clearly communicated by the excavator to Ontario One Call. When the excavator fails to indicate detailed dig information, Ontario One Call will default the selective sending feature and forward a notification to the member.

The member is responsible for the criteria they select to activate selective sending. Ontario One Call has no means to establish or verify the information provided of an excavation and therefore cannot be responsible if the excavator works outside of the parameters of their dig information. By signing the Addendum for Selective Sending, the member holds Ontario One Call and Ontario One Call Operator (Accu-Link Call Centres Inc.) harmless for a lack of notification based on the members’ selective sending criteria or if the excavator digs outside of their described parameters.

The Notification “Ticket”

Based on the information provided by the excavator, a notification or “ticket” is prepared by Ontario One Call and forwarded to the appropriate members for their information and follow-up.

Subsequent Notification Categories

After an original notification is sent to a member, Ontario One Call may receive additional information from the excavator that must be communicated to the member in a subsequent (follow-up) notification. There are several types of subsequent notifications:

Correction

A change of non-critical information in the original request. These revisions do not affect the extent of work field and do not require Ontario One Call to redraw the excavation polygon. The request number on the correction remains the same as the original request and the original call time is retained (the sequence number will change in the audit report). “CORRECTION” is visible in the top right field of the ticket. There will be no charge for these notifications.

Update

A change of critical information to the original request. These revisions affect the location/extent of work field, member notification, or other pertinent dig information as well as pertinent contact information such as phone #, fax # or email address. An excavator may also subsequently notify Ontario One Call that they now have an emergency locate request and a change must subsequently be made from a standard or priority to an emergency request category. A new request number is issued and the old request number is referenced. “UPDATE” is visible in the top right field of the ticket. A cancellation is issued for the original request. This will be treated as a new request for billing purposes.

Relocate/Remark

A locate expires after thirty days from the date the member or member’s locate service provider complete the locate request. After 30 days, an excavator may request a “Relocate” of the original ticket. The original ticket number, new ticket number and “RELOCATE” is referenced on the ticket generated to the Member. In the event that contact must be made with the member again at the request of the excavator before the 30-day expiry date, (i.e. locate markings have faded due to weather, locate not yet completed after work to begin date has passed, etc.), the excavator may request a “Remark”. The original ticket number, new ticket number and “REMARK” is referenced on the ticket generated to the member.

Cancellation

Ontario One Call will issue a cancellation of a ticket at the request of the excavator or in the event the ticket is updated. A new request number is not issued for a cancellation requested by the excavator. “CANCELLATION” is typed in the top right field of the ticket. There is no charge for cancellations.

Suppressions From Notification

One of the features that Ontario One Call offers is the ability of a member to make alternate arrangements with respect to traditional notification. This is an option (some members want to receive these notices) and to implement it the member must instruct Ontario One Call in writing. Once established, this is an automated process that uses the contractor ID to determine if a member will engage in this alternate arrangement. The assumption is that the member has authorized this contractor to excavate around the member’s plant without the member receiving a notification from Ontario One Call. To accomplish this, an exclusive Contractor ID# must be issued to the contractor to be used only when they are excavating under the pre-determined conditions established by the member. The responsibility rests with the contractor to use the correct ID# for a request. To protect the interests of everyone involved, this process must be documented and authorization received in writing from an approved member representative.

Ontario One Call will issue a Contractor ID# for the approved contractor and send the form to the contractor with a copy to the member.

Suppressions vs. Alternate Locate Agreements

An Alternate Locate Agreement (ALA) advises the excavator that a traditional field locate from the Ontario One Call member is not required. This could be for work that is deemed low-risk to the member’s infrastructure (i.e. hand digging tree roots, vacuum excavation, etc.). When the excavator contacts Ontario One Call using a pre-determined Contractor ID, the member in question does not receive the ticket, instead advising the excavator that traditional notification is not required under their ALA.

A Suppression is for work that does require a traditional field locate. Based on arrangements made between the facility owner and Ontario One Call, the locate is not sent to the typical locator. This could be for any of the following reasons, including:

  • The facility owner is doing work on their own plant and does not require a 3rd party locate
  • The facility owner has authorized the excavator to perform a locate for work they are doing on behalf of the facility owner

The locate will be performed by another locate service provider that has been authorized

Alternate Locate Agreements (ALA)

Are you an Excavator who

  • Performs low risk (shallow depth, hand digging) work all the time?
  • Is planning on performing a low risk, wide spread one-time project?
  • Has a great track record for safe excavation practices, including little to no Utility damages?

If you answered “Yes” to all of the above, you may qualify for a Utility ALA! Getting an ALA is almost as easy as calling Ontario One Call for a locate

  1. Call our Help Desk at 1-866-466-7613 and explain your work type, damage history, etc.
  2. If you quality in this preliminary screening, you will be put in touch with Ontario One Call members in your excavation area
  3. The One Call member will explain the ALA procedure for their respective Utility, including all necessary paperwork that needs to be signed. This is an agreement between you the excavator and the member company
  4. One Call will then create a special Contractor ID for you to use when performing work under your ALA
  5. Utilities covered under your ALA do not require a field locate! Simply call Ontario One Call, obtain your ticket number, and you’re set for the participating ALA Utilities!
  6. If your work is continuous, your ALA will be renewed annually by the participating Utilities

Many Excavators enjoy the privilege of ALAs for the gas, telephone, and local hydro provider where their excavation is set to take place! The time ALAs save Excavators throughout the Province is priceless when working with a tight deadline. Don’t be left out on this time-saving opportunity, call the One Call Help Desk today!

360 Feedback

In accordance with By Law 2, Members are required to participate in Ontario One Call’s 360 Feedback Program. This program is designed to create a “full circle” communication with the excavator on behalf of the member. In this program, Members update the status of their locate requests via Ontario One Call through TelDig software [if applicable], or the Ontario One Call website, thus allowing excavators to check in with Ontario One Call as to the status of locates, minimizing calls to the Member regarding these matters.

Frequently Asked Questions

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.

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Member Section

History of OOC

Ontario One Call was formed in 1995 by various representatives from Electrical, Gas, Telecom, CATV, Pipelines, and Sewer and Water Utilities. These varied parties were united in their desire to reduce damage prevention in the Province of Ontario and educate the excavating industry of their crucial role in the damage prevention process.

Vision Statement

To reduce damages to underground facilities and promote safe excavation
practices through the operation of a state of the art One Call Centre for all facility owners in Ontario.

Mission Statement

We will accomplish this by:

  • Increasing membership & understanding our member needs
  • Maintaining a mutually healthy alliance relationship with our service providers
  • Focusing on providing a cost-effective and high quality service to stakeholders
  • Promoting damage prevention initiatives in Ontario
  • Providing an open and dependable communication channel for all stakeholders
  • Enhance call centre operational excellence through consistent, repeatable processes
  • Adopt best practices

What is Ontario One Call?

Ontario One Call runs the largest call centre in the Province established to receive excavator locate requests within Ontario and to notify Ontario One Call members potentially impacted by the excavator’s activity.

About Membership

Types of Membership

Utilities may become members of Ontario One Call in a variety of degrees, from the basic Notification Service Member to the Company who utilizes all clearance options and our Look-Up feature. All Ontario One Call Members subscribe to the “Notification Service”; this is the basic membership packageNotification Service

The Ontario One Call Notification is part of our basic service. Utilities provide Ontario One Call with the location of their infrastructure (where they would like to receive notification of dig activity), and Ontario One Call transmits to the Utility notification (a “ticket”) every time dig activity occurs in the pre-defined area

Notification Service Members enjoy a multitude of benefits, including but not limited to

  • Servicing all excavator types, including homeowners, contractors, municipalities, utilities, landlords, and business owners
  • Consistent, detailed, and accurate information obtained on each locate request
  • State-of-the-art GIS mapping system to ensure accurate member notification
  • Customized plant coverage over the base map to ensure notification only when there is plant in the vicinity of the dig
  • 24/7/365 service

Automated Clearance Service

Utilities subscribing to Ontario One Call’s notification service may also enjoy the benefits of Automated Clearances. Ontario One Calls state-of-the-art software allows for auto-clears based on criteria pre-determined by the Utility. For example, several of our Members with infrastructure on public property only use auto-clears for private property work. Another group of our Members with infrastructure buried a guaranteed depth underground use auto-clears for all work above a certain depth. Auto-clears can be implemented based on private property designation, depth, work type, method of excavation (i.e. hand digging) and more. The excavator is issued an immediate clearance from Ontario One Call on behalf of the utility, reducing unnecessary notification to the Member and reducing downstream costs

Utilities may also decide to issue “all clears” in areas where their franchise resides, but their infrastructure is not underground in the dig activity zone

Office Clearance Service (“Look-Up”)

Look-Up is an optional service provided by Ontario One Call. Through Look-Up, notification that would traditionally be sent to the Member or the Member’s Locate service provider is instead re-routed to our in-house Clearance Centre. The ticket is then evaluated using a pre-determined set of business rules (with rules defined by the Member) and compared to the Member’s maps. The ticket then has the potential to be cleared in-house, eliminating the need for a field locate.

Consider this scenario:

  • ABC Utility Company has plant on the North side of Brown Street in Toronto. 123 Contracting wishes to dig a hydro trench on the South side of Brown Street.
  • The Call Centre will create a notification for ABC Utility to advise that there will be excavation near their plant.
  • The locate request information can then be routed to the Look-Up centre, who analyzes it along with ABC Utility’s maps and determines that the plant is not at risk.
  • Look-Up will issue a clearance on ABC Utility’s behalf, thus eliminating the cost of a field locate, but first ensuring that there was no risk to the plant

Look-Up Members enjoy the benefits of some of the most competitive pricing in the industry, money and time saved from eliminating unnecessary locates, freeing up administrative staff to work on other tasks, and much more.

Suppressions and Alternate Locate Agreements

Utilities wishing to opt out of notification from a certain excavator for specific types of work/method of digging may wish to set up special arrangements with the excavator through an Alternate Locate Agreement or Suppression

An Alternate Locate Agreement (ALA) advises the excavator that a traditional field locate from the Ontario One Call Member is not required. This could be for work that is deemed low-risk to the Member’s infrastructure (i.e. hand digging tree roots, vacuum excavation, etc.). When the excavator contacts Ontario One Call using a special Contractor ID, the Member in question does not receive the locate request instead the notification system will advise the excavator that traditional field locates will not be completed under their ALA.

A Suppression is for work that does require a traditional field locate. Based on arrangements made between the facility owner and Ontario One Call, the locate is not sent to the typical locator.

This could be for any of the following reasons, including:

  • The facility owner is doing work on their own plant and does not require a 3rd party locate.
  • The facility owner has authorized the excavator to perform a locate for work they are doing on behalf of the facility owner
  • The locate will be performed by another locate service provider that has been authorized by the facility owner

Mapping Your Service Area

When a company that owns underground assets and infrastructure becomes a member of Ontario One Call they must provide Ontario One Call with information portraying the area they wish to receive notifications of excavator locate requests. The notification coverage information must identify the limits of coverage by submitting a digital file from their internal GIS system, sending in a hard copy map format, or confirming municipal coverages (for utilities with municipal-wide coverage areas). Member notification coverage (polygon(s)) will be overlaid on the Ontario One Call map that is used in the system. The member will be notified that the notification coverage information is ready for validation and will be provided with information to log onto the member coverage validation site. Each member must validate the coverage that is loaded into the system represents the coverage limits supplied by the member before the member is activated in the system.

When an excavator calls for a locate request, the location of the dig site is determined on the Ontario One Call map. The mapping software then determines which member polygons are intersected for that locate request and whether the member should receive a notification.

Mapping Your Underground Network and Annual Validation

Most members want to receive every locate request within their service area. These members do not need to map the location of their underground plant within their service area, instead advising Ontario One Call which Cities/Municipalities they would like to be notified in. This is called “municipal-wide coverage”. Some distribution members who do not have extensive underground facilities wish to limit the number of notifications they receive in their service area to the specific locations where their records indicate they have underground plant. This is called “street-level coverage”. When the verification process is completed, the information is entered in Ontario One Call’s database in order to determine which members will be notified. Ontario One Call depends entirely on the member for the accuracy and up-to-date status of the plant location information provided. Because the coverage identified by a particular member is driven completely by the members themselves, all member companies are required to validate their existing Ontario One Call annually in a process called “Annual Validation”. The member will be contacted by a representative from Ontario One Call requesting validation for the given calendar year and will be provided a deadline by which to do so. Failure to validate coverage each year placed liability for inaccurate map coverage solely on the member and may jeopardize their membership status with Ontario One Call.

Annual validation is critical for members. If a request for locates occurs at a dig site within a members service area but is not intersected by the members’ plant location polygon, the excavator may be informed that they are “clear to dig” for that member and notification is not sent to that member.

The Buffer Zone

Members may advise Ontario One Call of a range of distance from their actual physical plant that they would like Ontario One Call notifications in; this range is called a “Buffer Zone”. This distance can vary depending on the level of confidence of the member in the accuracy of their plant location records, and the degree of risk associated with potential damages. To minimize the risk of under notifications, the member should ensure that the buffer zone includes adjacent roads paralleling the plant location. The buffer zone must be shown by the member on the maps provided by Ontario One Call. When the process is complete for linear plant, the map will show a corridor consisting of the buffer zone around the plant location, as opposed to a single line on the map.

Identifying the Dig Site

Ontario One Call requires excavators to provide information about the location of a dig site in order to position it correctly in the GIS base map. Civic address information as well as the nearest intersecting street to the dig site is also required in order to validate that the address information provided is correct. The excavator is then asked to identify the extent of the excavation at the dig site. Ontario One Call will then utilize the system software to identify the dig site location. The Ontario One Call software then automatically identifies member coverages that intersect with the dig location and member coverages deemed “All Clear” with the dig location.

When Ontario One Call is unable to accurately place the dig site location in the mapping database, a wider search is initiated to identify streets or municipalities in the vicinity of the dig site. It may be necessary to default to a larger polygon in order to ensure that members are not missed in the notification process. This could happen for a variety of reasons, including but not limited to limited information from the excavator, excavation in a newly developed area not yet mapped in the Ontario One Call map, etc.

Member Notification

Ontario One Call will determine the status of each member for each excavator locate request, i.e. whether the member will receive a notification or not. Ontario will inform the excavator as to which members will be notified. Where the member has signed the appropriate Selective Sending Addendum (see Selective Sending for more information), Ontario One Call will provide an “All Clear” on behalf of members who do not need to complete a locate for a particular excavator locate request. Ontario One Call will also inform the excavator of their responsibility to contact non-members directly.

Private Lines

“Private Lines” are not covered by Ontario One Call’s Members. A separate locate must be arranged for lines of this nature. Privates lines include but are not limited to pool heater lines, barbeque gas lines, and some secondary service lines (i.e. running electricity from a residence to a workshop/garage).

Receiving Notifications

Ontario One Call forwards notifications to members through a variety of mediums. Ontario One Call can transmit notifications via FTP, email, fax, and modem. Members may also request a phone call be made to a representative from their company advising them of Emergency locate requests after-hours. This is called a “Phone Out”. The member is responsible to install and maintain the receiving equipment at their end and to advise Ontario One Call of any changes in their system that may impact the transmission of notifications. In return, if Ontario One Call makes any changes to their outbound notification protocol that may impact you as a member, you will be notified in advance so that you may make the necessary changes.

Maintaining Your Equipment

The member is responsible to decide on the location and type of compatible receiving equipment they wish to install to receive notifications from Ontario One Call. The member is responsible to maintain the equipment in good working order and to ensure that their equipment is ready to receive notices from Ontario One Call at all times.

Member Contact Information

Members are asked to provide Ontario One Call with contact information at their company for billing/administration, operations, and mapping. Members are also asked to notify Ontario One Call if this information changes within their company, so as to avoid disruption of important communications Ontario One Call sends, invoicing etc.

Excavator Locate Requests

Ontario One Call receives excavator locate requests by web ticket, telephone, or fax.

All requests submitted to Ontario One Call must meet minimum requirements or will be refused. Those requirements are contact name and number, City of dig site, dig street, one nearest minor intersecting street, and type of work. However, excavators are strongly encouraged to provide as much information as possible to create a high-quality locate request, including information such as a secondary intersecting street, marking instructions, hand digging/machine digging clarification, etc. This assists the Member and Locate service provider in identifying the dig site and ensuring an accurate locate is completed.

A separate excavator locate request is prepared for each street, road etc. where an excavation is planned. Multiple excavation sites on the same street will be included on the same Excavator Locate Request when the submitted addresses are sequential and in ascending or descending order so that they constitute a reasonable geographic entity. When these conditions are met, the limits of the ticket field lengths determine the maximum number of excavation sites that can be included on an excavator locate request.

Requests of five or more separate dig streets in a given Municipality are considered “Project Work” by Ontario One Call and will be processed as such. The difference between project work requests and single requests is the assignment of a Project Work Number. The project work number “batches” the project work tickets together.

In support of the ORCGA’s “White Lining” best practice, pre-marking by the excavator is encouraged by Ontario One Call and is a scripted question in telephone requests. This practice is a part of “Outline Mark and Fax (OMF)”.

Web ticket Requests

Ontario One Call strongly encourages the use of the web ticket as the primary tool for locate requests. Web ticket locate requests experience minimal delay between entry into the Ontario One Call system and Member notification, are user-friendly, and can be done at the convenience of the excavator. In comparison, web ticket locates spend approximately 1-2 hours in queue, in which an audit is completed of the web ticket by an Ontario One Call Representative. Faxed locate requests experience a minimum 24-hour delay before the request is initially reviewed; missing or confusing information may delay this request by an additional 24 hours. Excavators may also export their data into Excel files for future reference/planning, and transmit their web requests to a third party via fax or email.

Homeowners and Contractors alike may process web tickets. However, Contractors must have their Contractor ID and a web ticket password. Passwords can be created by calling 1-800-400-2255, and are activated immediately in the Ontario One Call system. Please visit our web ticket for further information or call 1-866-466-7613 if a tutorial is desired.

Direct Ticket Entry Requests

Excavators who utilize the web ticket option and have consistently high-quality tickets may enjoy the privilege of entering their locate requests directly into our system with no intervention by an Ontario One Call Representative through a process called “Direct Ticket Entry”. These tickets experience zero delay in processing, once the excavator enters the locate requests through the Ontario One Call website the request is sent straight to the Ontario One Call member. Excavators can also submit project work requests via Direct Ticket Entry, export their data into Excel files for reference/scheduling, and transmit their requests to a third party. Direct Ticket Entry is the fastest and most efficient way to create Ontario One Call tickets. To determine if you qualify for Direct Ticket Entry please call 1-866-466-7613.

Locate Request Categories

Excavator locate requests received will be prioritized and numbered sequentially when sent to individual Members. Ontario One Call will reflect the excavator’s desired work to begin date on their ticket with the appropriate priority code. An Emergency excavator locate request is defined as a loss of essential service by a utility and an excavator work crew is on site or dispatched, or there is an imminent safety hazard requiring a locate response by members within two (2) hours.

A

Priority excavator locate request is defined as an emergent situation and a request for a locate is to be completed in less than one week. A Standard excavator locate request is defined as planned work and the excavator must provide a minimum of one week’s notice before the planned dig date. All excavators are strongly encouraged by Ontario One Call to plan their work properly, utilize the appropriate scheduling and provide Ontario One Call members with sufficient notice (i.e. one week) whenever possible.

Emergency and Priority Locate Request Procedure

Emergency and priority locate requests (i.e. anything less than five business day’s notice) will only be accepted through a phone call to Ontario One Call. Ontario One Call will then dispatch the emergency via a Phone Out to all participating members.

Note: Excavators reporting incidents of damage will be instructed by Ontario One Call to call the member directly with the exception of Bell. Certain Bell damages may be reported to Ontario One Call following the appropriate menu prompts when 1-800-400-2255 is dialed.

Notification Intervals for Voice Excavator Locate Requests

Emergency notifications will be transmitted within 15 minutes, priority and standard notifications will be transmitted within one hour of receipt. All incoming excavator locate requests will be transmitted to the appropriate members, except where machine, software, or network circuit failures prevent such notifications, or where the member is not prepared to receive the notification. If, for any reason, Ontario One Call is unable to transmit an emergency notification to a member over the automated network, Ontario One Call will make such notification by telephone. As soon as it is able to do so, Ontario One Call will confirm the telephone notification with the transmission of the notification through the automated receiver system.

Good Morning / Good Night

Every morning by 08:00 the operational status of each Member’s receiving equipment can be tested. If the member requests it, a “good morning” message will be transmitted to confirm this. This test procedure is designed to alert Ontario One Call and Members of a malfunction so that the problem may be corrected.

Each evening, Ontario One Call can transmit an “audit report” message or “good night”, summarizing that day’s notification numbers in numerical sequence, to each member’s location. Members can then check to make sure they did not miss any notifications during that day.

These services are free of charge and are optional.

Subsequent Notification Categories

After an original notification is sent to a member, Ontario One Call may receive additional information from the excavator that must be communicated to the Member in a subsequent (follow-up) notification. There are three types of subsequent notifications:

Correction

A change of non-critical information in the original request. These revisions do not affect the extent of work field and do not require Ontario One Call to redraw the excavation polygon. The request number on the correction remains the same as the original request and the original call time is retained (the sequence number will change in the audit report). “CORRECTION” is visible in the top right field of the ticket. There will be no charge for these notifications.

Update

A change of critical information to the original request. These revisions affect the location/extent of work field, member notification, or other pertinent dig information as well as pertinent contact information such as phone #, fax # or email address. An excavator may also subsequently notify Ontario One Call that they now have an emergency locate request and a change must subsequently be made from a standard or priority to an emergency request category. A new request number is issued and the old request number is referenced. “UPDATE” is visible in the top right field of the ticket. A cancellation is issued for the original request. This will be treated as a new request for billing purposes.

Relocate/Remark

A locate expires after thirty days from the date the member or member’s locate service provider complete the locate request. After 30 days, an excavator may request a “Relocate” of the original ticket. The original ticket number, new ticket number and “RELOCATE” is referenced on the ticket generated to the Member. In the event that contact must be made with the member again at the request of the excavator before the 30-day expiry date, (i.e. locate markings have faded due to weather, locate not yet completed after work to begin date has passed, etc.), the excavator may request a “Remark”. The original ticket number, new ticket number and “REMARK” is referenced on the ticket generated to the member.

Cancellation

Ontario One Call will issue a cancellation of a ticket at the request of the excavator or in the event the ticket is updated. A new request number is not issued for a cancellation requested by the excavator. “CANCELLATION” is typed in the top right field of the ticket. There is no charge for cancellations.

Suppressions and Alternate Locate Agreements

Utilities wishing to opt out of notification from a certain excavator for specific types of work/method of digging may wish to set up special arrangements with the excavator through an Alternate Locate Agreement or Suppression

An Alternate Locate Agreement (ALA) advises the excavator that a traditional field locate from the Ontario One Call Member is not required. This could be for work that is deemed low-risk to the Member’s infrastructure (i.e. hand digging tree roots, vacuum excavation, etc.). When the excavator contacts Ontario One Call using a special Contractor ID, the Member in question does not receive the locate request instead the notification system will advise the excavator that traditional field locates will not be completed under their ALA.

A Suppression is for work that does require a traditional field locate. Based on arrangements made between the facility owner and Ontario One Call, the locate is not sent to the typical locator.

This could be for any of the following reasons, including:

  • The facility owner is doing work on their own plant and does not require a 3rd party locate.
  • The facility owner has authorized the excavator to perform a locate for work they are doing on behalf of the facility owner
  • The locate will be performed by another locate service provider that has been authorized by the facility owner

360 Feedback

In accordance with By Law 2, Members are required to participate in Ontario One Call’s 360 Feedback Program. This program is designed to create a “full circle” communication with the excavator on behalf of the member. In this program, Members update the status of their locate requests via Ontario One Call through TelDig software [if applicable], or the Ontario One Call website, thus allowing excavators to check in with Ontario One Call as to the status of locates, minimizing calls to the Member regarding these matters.

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