Transitioning all Homeowner Locate Requests to Online Submissions Starting March 28, 2025

Beginning March 28, 2025, Ontario One Call will transition to an online-only submission process for homeowner locate requests. This change is designed to streamline processes, improve accuracy, and enhance service efficiency. 

Here are the key details you need to know:

What Is Changing?

Effective March 28, 2025, homeowners must submit all locate requests through our web portal. Requests will no longer be accepted by phone, except for Emergency, Priority 0, or Sewer Lateral cases. Our Support Services team will continue to remain available by phone for guidance and troubleshooting. 

Supporting Homeowners

You can support your customers/community members by informing them of this change and point them to the resources available to them:  

  • Support Line: OOC’s dedicated team will continue to guide homeowners through the online submission process 
  • Online Resources: Visit ontarioonecall.ca for helpful tools, including video tutorials and FAQs

Why Is This Changing?

Since 2018, all locate requests have included a “map selection,” which identifies the precise dig location. Requests submitted online allow homeowners to use satellite imagery to pinpoint their dig site, ensuring accuracy. Requests by phone often result in larger than necessary mapped areas, notifying more Underground Infrastructure Owners (UIOs) than required. This change will: 

  • Improve Mapping Accuracy: Online submissions ensure precise dig site mapping, reducing errors and unnecessary notifications to UIOs. 
  • Enhance Efficiency: Accurate mapping shortens processing times, enabling homeowners to begin projects sooner. 
  • Streamline Processes: Self-managed submissions free up Support Service Agents to focus on providing personalized assistance and handling urgent cases. 

Important Reminders

  • Submitting a locate request is the law: Noncompliance may result in legal consequences. 
  • It’s recommended that the person performing the excavation submit the locate request for accuracy and efficiency. If a contractor is doing the work on a homeowner’s property, the contractor should request the locate. 
  • Homeowners requesting a locate for a contractor are encouraged to add the Contractor’s name and contact information on the locate request form or complete a sharing locates form to ensure both parties have access to the information. 

Action for Underground Infrastructure Owners 

We are asking Underground Infrastructure Owners to remove our phone number from all marketing materials, bills, customer service scripts, and phone systems. Standard locate requests will no longer be accepted by phone. Instead, please direct your customers to our website, ontarioonecall.ca, to submit locate requests and access resources and assistance. Only Emergency, Priority 0, and Sewer Lateral requests will be processed by phone. 

Thank you for your cooperation as we make this transition. If you have any questions or require additional information, please don’t hesitate to contact us at DigSafety@ontarioonecall.ca