Ontario One Call: 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.
What Is Changing?
Effective March 28, 2025, homeowners must submit all locate requests through the web portal. Requests will no longer be accepted by phone, except for Emergency, Priority 0, or Sewer Lateral cases. Support Services teams will continue to remain available by phone for guidance and troubleshooting.
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.
If you have any questions or require additional information, please don’t hesitate to contact: DigSafety@ontarioonecall.ca.