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Changes to Priority Level Requests – Additional Information

By: Ontario One Call

Attention System Users

Changes to Priority Level Requests – Additional Information

 

Effective August 2018 Ontario One Call will be changing the way in which Priority requests are handled. 

 

What is changing?

Ontario One Call currently has several Priority Levels that are used when callers provide less than 5 business days’ notice on their work to begin date. These levels, Priority 1 – 4, will now become a ‘Standard’ status.

 

Comparative list: Current to Future Priority Levels

Current List of Priorities – Before August 2018

Future List – Beginning August 2018

Member’s Time to respond

Emergency

Emergency

2 hours

Priority 0 – deferred emergency, used only at the discretion of Ontario One Call

Priority 0 – deferred emergency used only at the discretion of Ontario One Call

Up to 5 business days, courtesy quicker response

Standard

Standard

Up to 5 business days

Sewer Lateral

Sewer Lateral

2 hours

Design and Planning

Design and Planning

No mandatory time frame

Priority 1

Standard

Up to 5 business days

Priority 2

Standard

Up to 5 business days

Priority 3

Standard

Up to 5 business days

Priority 4

Standard

Up to 5 business days

 

What is a Priority 0:

A Priority 0 is a circumstance where a two-hour response may not be necessary or appropriate, but where the impact on people or businesses would cause significant hardship if not addressed promptly.  Members may provide a response within 24 business hours, however are not obligated to under the law. 

A Priority 0 may be provided on a locate request, at the discretion of Ontario One Call considering all the information provided by the caller. The information provided will be evaluated on a per case basis with the organizations’ supervisors, as may be required.

 

Regards,

Ontario One Call