How to get in touch with Ontario One Call.
For information on compliance
and the complaint process or
to file a complaint.
Looking for answers for commonly asked questions, use our site search or search the FAQs directly below.
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Please contact your Member Services Representative.
Remediate the issue identified in the Complaint within 5 Calendar Days and immediately notify Ontario One Call in writing about the remediation;
Or, if the Infrastructure Owner or Excavator disputes a Complaint, they must provide their response to the Complaint in writing to Ontario One Call within 5 Calendar Days of receiving the Complaint from Ontario One Call explaining their reasons for disputing the Complaint.
Locate flags are placed in areas where an excavation has been proposed. Infrastructure Owners will mark out the location of their buried infrastructure using paint or flags to ensure safe excavation. Locate flags and markings use a universal colour code.
The markings should be left in place and not removed until the project is complete – this is typically done by the contractors performing the work.
Please do NOT submit a complaint if you see paint marks or flags on your lawn as Ontario One Call cannot remove them. The Infrastructure Owner or the Contractor (the person performing the work) are the ones authorized to remove them.
Inaccurate locates create a safety risk. Reach out to our compliance department through our complaint form. Once the complaint is verified, our Compliance Team will notify the Infrastructure Owner and ask them to correct the information on the locates.
If you’re losing money due to late locates, you have the right to receive financial compensation (Excavator Recourse) for losses and expenses. To find out more details on how to receive financial compensation from Infrastructure Owners that have not provided locates within the legislated timeframe download this PDF.
You can find this information within the locate status once you log into the web portal. This how-to-video shows how to find your locate request and the locate status.
Our Compliance Department will review your complaint and get back to you as quickly as they can. Your complaint will need to be verified by the Compliance Department to ensure it is a valid complaint and within the jurisdiction of Ontario One Call. The Compliance Department may reach out to you during the verification process. After the complaint details are verified, the complaint will be sent directly to the allegedly non-compliant party. The non-compliant party is to take immediate action to resolve the situation. If you have not heard back from them in 5 business days, please reach out to our Compliance Dept. again for further action.
Infrastructure Owners are required by law to provide a locate or clearance within 5 business days, but there is no guarantee that it will get done within that time. If an Infrastructure Owner is late, you can reach out to them directly, and if that fails you can reach out to our compliance department through our complaint form. If you’re losing money due to late locates, you have the right to receive financial compensation (Excavator Recourse) for losses and expenses. To find out more details on how to receive financial compensation from Infrastructure Owners that have not provided locates within the legislated timeframe download this PDF.
Ontario One Call is a notification system and does NOT provide, contract, or manage locates. The local Infrastructure Owner companies listed on your locate request (gas, electricity, telecom) are legally bound to provide locates for the infrastructure they own within the legislated timeframe. If they do not, please contact the Infrastructure Owner or the Locate Service Provider first. If you have not achieved results, you have 2 options:
- You can file a complaint against the Infrastructure Owner through our webform
- If you are losing money due to late locates, you have the right to receive financial compensation (Excavator Recourse) for losses and expenses. To find out more details on how to receive financial compensation from the infrastructure owner who has not provided locates within the legislated timeframe download this PDF file.
Requesting a locate before you dig is free, easy and it’s the law.
There are numerous underground hazards that could cause serious injuries. Hitting gas, electric, or other high-pressure pipes and lines could have fatal consequences. We must all prevent damages to protect our communities.
Never assume it is safe to dig
- Nicking a gas line could lead to leaks, fire, or explosions.
- Damaging electrical cables could shock or electrocute you.
- Hitting water or sewer lines could cause flying debris, floods, contamination, and environmental hazards.
- Cutting telecommunications cables could disrupt internet or cable services and your ability to call 911 in an emergency.
- To dig safely, excavators must first obtain a locate by contacting Ontario One Call, then follow the written instructions provided with each locate response, and follow best practices as outlined in the Canadian Common Ground Association’s (CCGA) Underground Infrastructure Damage Prevention Best Practices.
Anyone not following safe digging practices, and who hits underground infrastructure could be held liable for damages. Charges and fines could also be laid by Ontario One Call, the Ministry of Labour, the Technical Standards and Safety Authority (TSSA), and other regulators.
Despite these penalties, the Ontario Regional Common Ground Alliance’s (ORCGA) DIRT Report found that there were 4,402 reported damages to underground cables, pipes, and lines in 2021. 41% of the damages were caused by improper excavation practices, and 35% were caused because a locate was not requested.
An emergency locate request is a loss of service by a utility that is considered essential, and in the absence of the Utility service, can reasonably be expected to result in: imminent or significant safety or environmental hazards, or imminent threat to a person or to the public. Once a request is determined to be an emergency, the infrastructure owners notified must by on site or provide a clearance within 2 hours.
A Priority Locate is a request that does not qualify as an emergency, but without an adequate Locate, the impact on people or businesses would cause significant hardship if not addressed promptly. Priority Locate request have a courtesy completion deadline. Infrastructure owners are notified within 24 hours, and are asked to attempt to complete their locate prior to the work to begin date. Infrastructure owners are not required to complete the locate before 5 business days.
Paint, stakes or flags are some of the various methods buried infrastructure owners field locate where they have underground pipes, wires, or cables. Each type of infrastructure has a unique colour associated with it.
Temporary Survey Markings
Remember to dig safely. Follow instructions given by each infrastructure owner. Do not begin a dig until you have confirmed all notified utilities have responded to your locate request.
Private buried infrastructure (including buried infrastructure beyond a utility demarcation point) on private property is the responsibility of the property owner to have marked.
Examples could include:
- Gas line that goes from a house to a BBQ or pool heater
- Lights or signs on the property
- Electrical lines going out to sheds or a detached garage
- Sewer and septic tanks, systems and piping
- Security cameras
This image shows some examples of properties with public infrastructure shown in solid lines and private infrastructure shown in dashed lines.
To get your private lines marked, a competent private locator must be hired.
Alternative Locate Agreement – for contractors and underground infrastructure owners
Buried infrastructure owners wishing to opt out of notification from a certain excavator for specific types of work/method of digging may wish to set up special arrangements with the excavator through an Alternate Locate Agreement or Suppression.
An Alternate Locate Agreement (ALA) advises the excavator that a traditional field locate from the Ontario One Call member is not required. This could be for work that is deemed low-risk to the member’s infrastructure (i.e. hand digging tree roots, vacuum excavation, etc.). When the excavator contacts Ontario One Call using a special Contractor ID, the member in question does not receive the locate request instead the notification system will advise the excavator that traditional field locates will not be completed under their ALA.
An ALA has to be pre-arranged with an owner of buried infrastructure (Member). The member will contact Ontario One Call to request a Contractor ID to be associated with an ALA.
These documents have been put together to help Excavators use the Ontario One Call system more effectively.
- Confirm Your Dig Location – How to
- Design & Planning Requests – How to
- Relocate – How to
- Multiple Civic Request – How to
- New Subdivision Request – How to
- Share Locates – How to
- Verify a Dig Location – How to
- Complete Locate Package
- Performing Corrections and Updates
- Find a member’s contact information – How to
Compliance – Financial Recourse
These documents have been put together to help Infrastructure Owners use the Ontario One Call system more effectively, and stay complaint with the Act.
How to Stay Compliant
- Renegotiation – How to
- Change in information after a locate was completed
- Notice of Locate Delay
- Understanding Locate Statuses and How to Update 360 Feedback
- Finding Open Requests in 360 Feedback
Compliance – Financial Recourse
A Suspended Locate Request is when the Ontario One Call system detects something that might be incorrect on a locate request. A suspended locate request will be reviewed by an Ontario One Call agent prior to being released. Once reviewed, the person who submitted the locate will either receive a clarification email to get more information or a confirmation that the locate request will be processed.
The locate validity period is determined by the infrastructure owner. Locates are valid for at least 60 days from the day you receive your locate, but could be longer. The infrastructure owner will clearly identify the length and conditions of the validity period for the locate request. Please check the locate sheet sent to you from the infrastructure owner or their LSP.
Ontario One Call does not complete or schedule physical locates. We transmit your dig information to buried infrastructure owners or the Locate Service Providers (LSP) they authorize.
Once the locate request leaves our office, it becomes the responsibility of these parties. We have no “pull” with infrastructure owners or locators to expedite locates. If you cannot resolve your issue with the infrastructure owner or LSP directly and wish to file a complaint, please reach out to our compliance department via our complaint form.
If you damage any infrastructure, please call the buried infrastructure owner 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.
You must follow the instructions provided by each buried infrastructure owner in response to your request. To see an example of a locate sheet, and how to read it, download this resource.
Pool heater lines and barbecue 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 Infrastructure Owners. A separate private locate must be arranged for lines of this nature. Learn more about on private locates.
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 is owned by the respective owner. Please do not remove flags/paint on your property. It is the policy of most companies and certainly a courtesy to notify you of any planned excavation.
Whether submitted over the phone or through the web portal
- Log in to the web portal using the email address and phone number on your locate request
- Select “Request Search”
- Enter your request number and click the Search button – if your do not know your request number select advanced search to find more options
- Click on the request number that is highlighted in green
- Click on the “Locate Status” to review information and find contact numbers should you need to reach out to follow up on your locate.
To view step by step video please see our how-to video resources.
Please review your request 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 request is accurate.
The first page of your locate request will be the request confirmation:
A: Request 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 the owners of buried infrastructure 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 the Member name, that owner of buried infrastructure 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 owners of buried infrastructure on your request).
The second page of your request confirmation consists of disclaimers and information that is important to note. It is your responsibility to ensure that your request information is accurate. Please review this information thoroughly and contact 1-800-400-2255 if you have any questions.
There is basic, mandatory information Ontario One Call needs to complete your locate request:
1. Your name
2. Your phone number
3. Your email address (kept in a confidential database used only by Ontario One Call affiliates for locate request purposes)
4. The location of the dig site, including City, Address, Dig Street, and the two nearest minor intersecting streets to the property where you are excavating. Please note that our system will provide you with the nearest intersecting street we have available, all that is required is your verification.
5. Type of work occurring on the property
Please clear cookies and cache before requesting a locate to avoid mapping errors.
Additional information that is good to have and may expedite your locates includes:
1. Whether you’re excavating at the front, back, or side of the property and if you are digging near any property lines (i.e. if you are on public property or private property)
2. Whether your property is a corner lot or not
3. What side of the road your property is on (N,S,E,W)
4. Whether you will be digging by hand (shovel, pick or spade), or machine
5. If your type of work is a fence, whether the fence is being placed past the front corners of the house
6. If your type of work is a pool, whether a fence is being installed at the same time
7. Any special information you would normally give to someone visiting your house (ex. if you have a dog in the backyard)
All notified infrastructure owners must respond to your locate request before you are allowed to dig. Infrastructure Owners are required to complete their locates within 5 business days. While the law mandates these deadlines, there is no guarantee a locate will be provided in 5 business days. If an Infrastructure Owner is late, please follow up with them first by using the contact information they provided on the locate confirmation. You can find the contact information within the locate status once you log into the web portal. This how-to-video shows how to find your locate request and the locate status – https://youtu.be/Yv5SpFgoL50.
If the response received from an Infrastructure Owner or locate service provider is unsatisfactory, you can file complaint against the Infrastructure Owner – complaint form.
For Emergency locate requests, the infrastructure owners’ crews have to be on site within 2 hours from the request. Planning and design requests are voluntary, and infrastructure owners who utilize this service do not have a legislated timeframe in which to respond.
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 that 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 barbecue, 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 contact and hire someone to find these pipes and cables for you. Learn more about private locates.
Once notified, the owner of the buried infrastructure responds back to the person who requested to dig in one of two ways: a clear or a “completed” locate
A clear is when an owner of the buried infrastructure reports that your dig activity has low to no conflict with their 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 “completed” locate is when an owner of the buried infrastructure 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, if not, infrastructre owners need to complete their locates or clearances in field.
You must wait until all owners of buried infrastructure notified have responded with the appropriate paperwork and either a clear or a “completed” locate.
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 act of providing them those details “Notification.”
The owners of buried infrastructure will receive the notification from Ontario One Call and respond back to the person requesting the locate. You can review the owners of buried infrastructure notified by checking the bottom of your request. Additionally, with your request number, you can view the status of your locates through our 360 Feedback program.
You must wait until all the notified owners of buried infrastructure have responded before beginning your work.
Ontario One Call connects the owners of buried infrastructure with the people who want to dig across Ontario. Contact Ontario One Call, and when Ontario One Call receives a request to dig, we record the details and provide those details to the owners of infrastructure in that area. We call the act of providing them those details “Notification.”
The owners of buried infrastructure will receive the notification from Ontario One Call and respond back to the person requesting the locate. You can review the owners of buried infrastructure notified by checking the bottom of your request. Additionally, with your request number, you can view the status of your locates through our web portal.
You must wait until all the notified owners of buried infrastructure 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 owners of the buried infrastructure or their respective Locate Service Providers. Ontario One Call does not perform locates.
That depends on who is doing the excavation. If you are doing it, you are responsible for getting a locate first. If you are 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 are hiring someone, even if you are not legally responsible for getting the locate, you should make sure they get one before starting any work.
Requesting a locate through Ontario One Call is free.
Homeowners can still place locates by phone, but contractors need to place their locate request online through our web portal. Click here to request a locate. Locate requests made online are more accurate, and help save time for those providing the locates. For any questions or assistance, please contact our Contractors Support line at 800-400-2255. Please note that our Customer Service Specialists will be happy to answer your questions but won’t be able to place a locate request for you.
To register a group of 5 or more people reach out to our Education and Training Department.
To recover/reset your password, go to the Coursettra login page, and click the “Reset/Forgot password” link at the bottom right of the login box.
Enter your username and click “Send Code.” A code will be sent to the verified email address that’s associated with that username. A window will pop up and prompt you to enter the temporary password sent to your email. Check your email for a message with a code from firstname.lastname@example.org.
Once you receive a code you will have 24 hours to use the code to reset your password. Go back to the Coursettra page and enter your new password and then the code. Click the reset password.
Please note, if you did not verify your email when creating your account, you will not be able to reset your password. Please reach out to our Education and Training Department for assistance.
To change your password, log into your Coursettra account and click on “change password” (located at the top left corner under your name and student number).
Your e-learning account and learning history belong to you.
If you changed or left your job please reach out to our Education and Training Department, and we will update the profile.
To update your account details (name, email address, phone number, or address), log into your Coursettra account and click on “edit my profile” (located at the top left corner under your name and student number).
To create an e-learning account in Coursettra, you must have an email.
It is recommended that you use a personal email, but a work email is also acceptable.
It is also recommended that each student has a unique email, so no two students have the same email address. This will make it easier for the Education and Training Department to troubleshoot any issues.
To create an account for Ontario One Call’s e-learning course
- Go to this link: https://app.coursettra.com/portal/login
- Click “Create Account” to create a new account. This login is separate from the Web Portal login, so a new one will need to be created
For more help, please follow our step by step instruction guide.
To check your certification status, log into your account, and view the certification within your profile. This will say “complete” or “expired.”
Your certificate is valid for 3 years.
Congratulations on completing the program.
To find your certificate of completion:
Login to Coursettra.
Under My Training Programs – click on your completed program
Click on Certificate of Completion
Click on the printer icon to save or print your Certificate
If your profile shows your certification as complete but the certification is showing failed, not started, or in progress, it means that you may have registered yourself into the same course more than once. Please reach out to our Education and Training Department so that we can correct your account.
If you are stuck on the Welcome to Coursettra LMS page and want to get back to the course:
Click on the Administration tab
Click on the Use Portal link
Once you are back to the training centre page, click on your course to resume
If you are stuck on a Coming soon page and want to get back to the course:
Click on the Dashboard button to go to the Welcome Page
Click on Use Portal under the Administration tab
Once you are back to the training centre page, click on your course to resume
- Change your web browser – Coursettra works best using the Google Chrome web browser and it is recommended that you use Chrome when taking an e-learning course.
- Check your Internet connection. If you are in an area with spotty service, Coursettra may be slow or may not be receiving enough broadband to complete the actions you are requesting.
- Reset – Close down the module and re-open. The course should resume at the same spot.
If the above fail, reach out to our Education and Training Department.
Full payment is expected at the time of purchase. All prices are in Canadian dollars, except where specifically stated, and subject to applicable sales tax.
Ontario One Call accepts payment through PayPal for e-learning courses.
Course credits or full refunds are available to learners who do not complete more than the first educational module, for any reason. In exceptional situations where the learner can demonstrate a defect with the course or service, please contact the Education and Training Department to review your specific case.
Refunds will be credited back to the original method used, where possible. Please allow 14 business days to process refund requests.
Refund requests must be made to Ontario One Call’s Education and Training Department.