In March 2017, the Ontario Ministry of Government and Consumer Services completed a summary of stakeholder feedback on Ontario One Call and the Call Before You Dig system in Ontario. Below are links to copies of that report as well as Ontario One Call’s response.
Effective July 2017, Ontario One Call will be releasing new tools to assist in the creation of web tickets.
Effective December 2017, Ontario One Call will be implementing a new internal system process for the way in which notification is generated.
Please read the following bulletin carefully for important information.
What is changing?
Web ticket tools:
Ontario One Call is adding the following tools to the web-ticket creation process. These changes will aid in the finding of a specific location by the excavator. These additional tools will also assist locators in identifying the requestor’s dig location.
Ontario One Call Stands Up to Abusive CallersOntario One Call is committed to providing a work environment in which all individuals are treated with dignity and respect. Harassing behavior in the workplace is unacceptable from anyone; including those we serve. Therefore, Ontario One Call has developed policies and protocol around how to deal with abusive callers to support and protect our employees, members, and clients. Please note that abusive language and behavior will not be tolerated.
Abusive Caller is defined as a caller that uses threatening or intimidating language. The use of obscenities, profanities, degrading comments, vulgar or sexist language, humiliating remarks, or racial slurs are considered abusive behavior. An abusive call can be categorized as any derogatory verbal exchange that is aimed at the agent personally and which makes the employee feel uncomfortable.
An abusive caller exhibits behavior that may result in employees feeling intimidated. Further, it may interfere with the employee’s work; making them feel threatened, and/or affecting their mental state, and their ability to comfortably perform their duties.
Ontario One Call believes that every employee should work in a non-threating atmosphere. Employees are empowered to notify the Compliance Department of abusive calls and/or callers. Compliance will review all such calls and may place restrictions on callers including prohibiting future contact and notifying the caller’s employer of the exchange.
Ontario One Call encourages all employees, members and clients to be mindful of the manner in which they communicate. Together we can promote a healthy and respectful work environment for all.