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Contractor Phone Queue Migration 2018

Effective March 1, 2018, Ontario One Call will be migrating the single and multiple request phone queues for locate requests made by professional Contractors/Excavators to the web.

Please read the following bulletin carefully for important information.


What is changing?

Phone queue migration for Contractors:

Ontario One Call will be removing the ability for professional Contractors/Excavators to create their standard locate requests by phone.

Today, by phoning 1-800-400-2255, a professional Contractor can select the ‘Contractor queue’ and select between a single or multiple request queue to process locate requests. Effective March 1, 2018 these queues will no longer be available.


Why are we changing?

Since the web ticket was introduced in 2014, professional contractors and excavators use the online service for 80% of their standard ticket requests.

For them, it provides an easy online tool for ticket entry, and for members it provides more accurate information than a telephone submission.  In the coming months, we are introducing a new feature to the web ticket called “map selection notification.”  This will make identifying your excavation area as simple as drawing a box on a Google map.

This creates a much more intuitive experience when entering a request, and also reduces over-notification of members who have no infrastructure in the identified area.  However, this tool is not something that can be effectively used through a telephone request, therefore, we have to move contactor and excavator requests online so everyone can benefit from this change.


The benefits of this change include;

  • Improved accuracy through drawing on a satellite image;
  • Better control for the excavator over the locate request process;
    • Ease of creating requests quickly and efficiently;
    • Greater visibility into the status of the locate through web portal functions.


How will this affect me?

For Contractors/Excavators submitting standard locate requests by phone, it will be mandatory to use the online method of locate submission beginning March 1, 2018.


What doesn’t change?

The following submission types will remain the same;

Legitimate emergency and priority requests will continue to be processed by phone at 1-800-400-2255 for all requestors.


How can I prepare for this change?

Ontario One Call is dedicated in supporting you through this transition.

We know that people have different comfort levels with technology, and for many people this will be a change in how they do this part of their job.

That’s why we’re giving plenty of advance notice and making sure everyone has opportunities to adapt to the new requirements.

You can begin using the Web Portal today;


Familiarize yourself with this process over the next few months by doing the following:

  • Keep your eyes open for Ontario One Call’s training sessions on the processing of locate requests though Ontario One Call’s Web Portal.


  • Register for a training session by clicking the following link:



  • Contact to better understand how to process locate requests through Ontario One Call’s Web Portal. Support will be available for excavators throughout the coming months and after March 1, 2018 to ensure ease of transition.






Maintenance Scheduled Down-Time

Attention Users

Maintenance Scheduled Down-Time


On June 1st, 2017 starting at 6:00 PM and lasting up to 12:00 AM (midnight EST) Ontario One Call will be performing maintenance on its information technology systems.

During this time we will only accept emergency locate requests via telephone and dispatch via a manual process.

Call 1-800-400-2255

The following services will not be available during the maintenance window.

– Web Portal

– Contractor Bridge

360 feedback (TCP/IP and Webservice)

– Corporate Website

– Maps on the web

– Subscriptions on the web


Ontario One Call

Ontario One Call – Training Registration for Upcoming Changes

Ontario One Call

Attention System Users


Register Below!


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.

  1. Civic Pin Drop
  2. Measuring tool
  3. Refresh Map Tool
  4. Multiple selection display tool


Notification Changes:

Ontario One Call is making a change to the notification system with the participation of our Members and the Excavators, in order to create an opportunity to achieve the following goals over time.

The goal of this change is to;

  • Obtain more accurate information about the dig location;
  • Accurately reduce the number of the owners of infrastructure notified on a locate request, by decreasing the notification area through the map selection
  • Reduce the waiting time for the completion of locates


Training Registration:

Ontario One Call will be holding training sessions for the following changes;

Web Ticket tools for Excavators:


Map Selection Notification Changes for Members:

Ontario One Call Stands Up to Abusive Callers
Ontario 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.