You can contact Ontario One Call and request a locate 24 hours a day, 7 days a week. You can log in to your account at any time to check the status of existing jobs and request new locates.
Locates Requests via Ontario One Call are free of charge.
If you are doing the digging, you’re responsible for getting a locate. Be sure you leave enough time to get the locate before starting the project.
Keep in mind that if you proceed on a job without a locate and cause any damage or injure someone by interfering with buried infrastructure, you could become involved in legal matters, or worse, be injured yourself.
Different Infrastructure owners 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. Ontario One Call’s regulations specify members must respond to an Emergency within 2 hours and all other requests within 5 business days.
Current legislation requires that infrastructure which crosses onto a public right of way is required to register with Ontario One Call. Any privately owned infrastructure will not be notified by Ontario One Call. You must contact non-members directly yourself. Please note that, 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.
Please 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. Infrastructure owners review this section thoroughly and ensure that any other Infrastructure Owners 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 1-844-257-9491.
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.
We ask a variety of questions about your job site in order to facilitate the most accurate, timely locates possible. The more accurate the Ontario 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.
Ontario One Call does not complete or schedule physical 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. If you cannot resolve your issue with the LSP directly and wish to file a complaint against a member or LSP, please contact the member company directly first, then Ontario One Call if all reasonable attempts have failed. If you cannot find the appropriate party, please speak to one of our agents at 1-800-400-2255.
Read more about your legal requirement to obtain locates in the TSSA / ESA Guidebook or on the Ministry of Labour’s website.
Whatever company is responsible for the excavation should 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.
The locate validity period is determined by the facility owner and in most cases locates are valid in 30 calendar day increments from the date you received your locate from the Ontario One Call member or the member’s Locate Service Provider (LSP) unless otherwise specified by provincial or federal law. The facility owner will clearly identify the length and conditions of the validity period of the locate, please check the locate sheet sent to you from the member or their LSP or contact the member directly for the details. Work that extends beyond the life of a locate must be re-submitted by the excavator to Ontario One Call for a “Relocate”. Please request a Relocate at least 5 business days before the validity period expires to allow the member or LSP to refresh the markings.
If you require a certain member to remark their utilities before the life of a locate expires, you may contact Ontario One Call and request a “Remark”.
The Project Locate is defined as any or all of the following criteria; a request:
• that encompasses an area greater than one city block in an urban environment or 1000 meters in a rural setting
• that will take longer than 30 days duration to complete i.e. water/sewer replacement, deep servicing, utility relocation
• where the same type of work is being requested in multiple geographical locations (i.e. pole replacements, tree planting, stump removal, anode replacement, mailbox installations, etc.)
Use this option if the work you are doing meets any or all of the criteria above. If your work does not meet any of the above criteria, submit a request through the “Create ticket” feature for a standard request.
There is no further difference between the two options. Tickets will be processed at the same priority by Ontario One Call, and locators must still abide by the Ontario Underground Infrastructure Notification System Act to ensure they are compliant with the locate request response times.