You can contact Ontario One Call and request a locate 24 hours a day, 7 days a week. The least busy times are generally evenings after 7 p.m.
Locates requests via Ontario One Call are free of charge.
That depends on who is doing the excavation. If you’re doing it, you’re responsible for getting a locate first. If you’re hiring someone to complete the excavation for you (landscaper, fence company, deck builder etc.) they should get the locate. The person physically completing the excavation is responsible for obtaining locates, regardless of whose property the excavation is occurring on.
However, keep in mind that if you’re hiring someone, even if you’re not legally responsible for getting the locate, you should make sure they get one before starting any work.
Ontario One Call connects owners of buried infrastructure across Ontario with people who want to dig. Ontario One Call is classified as an essential service. Anyone can contact Ontario One Call, and when Ontario One Call receives a request to dig, we record the details and provide those details to owners of infrastructure in that area. We call the owners of infrastructure “Members.” We call the act of providing them those details “Notification.”
Members will receive the notification from Ontario One Call and respond back to the person requesting the locate.You can review the Members notified by checking the bottom of your ticket. Additionally, with your ticket number, you can view the status of your locates through our 360 Feedback program.
You must wait until all Members notified have responded before beginning your work.
Please note that Ontario One Call reserves the right to refuse locate requests if the information is insufficient, conflicting or confusing.
The locates are completed by the member companies or their respective Locate Service Providers. Ontario One Call does not perform field locates.
Once notified, the Member responds back to the person who requested to dig in one of three ways: a clear; a locate; or a request for more time to respond.
A clear is when a Member reports that your activity has low to no conflict with the member’s buried vital infrastructure. This clear may be based on any information you provide to Ontario One Call, so ensure you do not stray outside the plans you’ve provided. There must be paperwork that comes with this “Clear.”
A locate is when a Member marks on the ground where their infrastructure is located and provides paperwork backing up their markings. In addition, this paperwork will have instructions on how to dig around the marked infrastructure. For example, “Dig by Hand within 1 meter of the markings.”
Sometimes this response is instantaneous but it may take up to 5 business days to receive a response.
You must wait until all Members notified have responded with the appropriate paperwork and either a clear or a locate.
Current legislation does not require the participation of First Nations, the Province of Ontario or the Government of Canada to register all their infrastructure, but all other 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. For example, you may have a gas line that goes from your gas meter to your pool or barbeque, or you may have an electrical line that goes from your house to your garage or you may be on a septic system or well. This would not be covered under an Ontario One Call Request to dig. You may need to hire someone to find these pipes and cables for you.
You must contact anyone else directly.
Ontario One Call requires a minimum of five business day’s notice to allow infrastructure owners enough time to complete their response.
Different Infrastructure owners have different service levels. One member may have a service level of three days, while another has a service level of five depending on other regulations they must comply with.
Please provide as much lead time as possible. You will be helping yourself and permitting our members to plan their workload effectively and to serve your needs in a timely manner.
There is basic, mandatory information Ontario One Call needs to complete your locate request:
Additional information that is good to have and may expedite your locates includes:
While this is an infrequent occurrence, there are a variety of reasons this could happen.
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.
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 a 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. 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.
Excavators request locates for a variety of reasons. Cities dig to repair water and sewer lines or rebuild roads/sidewalks. Infrastructure owners dig to repair or upgrade their lines, etc. Please keep in mind that the municipality you live in, technically, “owns” the land up to your property line. If they must excavate on the publicly owned portion of the property, they may do so without consulting you first. While there is no arguing that you own your private property, the infrastructure buried underneath that property are owned by the respective owner. It is the policy of most companies and certainly a courtesy to notify you of any planned excavation.
Pool heater lines and barbeque lines are a great example of “private lines”. Private lines are installed by private contractors (i.e. not utility representatives) and are not covered by Ontario One Call’s Members. A separate private locate must be arranged for lines of this nature.
You must follow the instructions provided by each member in response to your request.
If you damage any infrastructure, please call the member 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 member representative.