File A Complaint
Ontario Dig Authority, Infrastructure Owners and Excavators must operate according to the Ontario Underground Infrastructure Notification System Act. As per the Act, the following Compliance Contraventions are within Ontario Dig Authority’s jurisdiction. View a complete list and explanation of Compliance Contraventions (PDF).
- Late Locates
- Late Emergency Locate Response
- Inaccurate Locates
- False Renegotiated Date
- Deficient Clearance
- Locate Abuse
- Excavation in an Unsafe Manner
- Digging Without a Locate
If you have reason to believe there has been non-compliance with the Act, its regulation or the By-laws of Ontario Dig Authority, you can submit a complaint. If the complaint is verified, Ontario Dig Authority will notify the non-compliant party to request action to resolve the problem. Ontario Dig Authority cannot guarantee a timeframe by which the non-compliant party will resolve the issue.
Please note that Ontario Dig Authority’s Compliance and Industry Department only accepts complaints in writing and aims to review them within 2 business days.
How The Complaint Process Works
- Complaint received in writing
- Ontario Dig Authority verifies it
- Ontario Dig Authority notifies the non-compliant party to take action to resolve the issue
- Complainant can contact Ontario Dig Authority’s Compliance Department to take further action if the issue is not resolved within 5 calendar days
Complaint Form
This form is to be completed by anyone who wants to make a complaint against a member (buried infrastructure owner), excavator, or Ontario Dig Authority, if they have reasonable cause to believe there has been non-compliance with the Ontario Underground Infrastructure Notification System Act, 2012, its regulation or the By-laws of Ontario Dig Authority.
If the complaint is about an Infrastructure Owner, for example a Late Locate, please contact the Infrastructure Owner or the Locate Service Provider first. If you have not achieved results, please click the button below to file a complaint.
Frequently Asked Questions
I have submitted a complaint, now what?
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.
I received a complaint against me. What should I do?
If you receive a complaint, you must take action within 5 calendar days.
You can either:
- Remediate the issue identified in the complaint and notify Ontario Dig Authority in writing once the issue has been addressed; or
- Dispute the complaint by providing a written response to Ontario Dig Authority explaining why the complaint is being disputed.
Responses must be submitted within 5 calendar days of receiving the complaint from Ontario Dig Authority.