Question 1

Can I edit or cancel my locate request?

Accepted Answer

Yes, you can edit or cancel your locate request online through the web portal.
Here’s how:

Log in to the web portal and find your request.
Click the Edit button at the top of your request.
Choose to either Cancel or Correct the request.
You can make changes any time before the work-to-begin date.

Question 2

How do I check the status of my locate request?

Accepted Answer

You can check the status of your locate request at any time through the Ontario Dig Authority web portal.

Log in using the email address and phone number associated with your request.
Select Request Search.
Enter your request number (or use Advanced Search if you don’t have it).
Select your request.
Open Locate Status to view responses and contact information for Infrastructure Owners or Locate Service Providers.

Watch our step-by-step how-to video.

Question 3

How long are my locates valid?

Accepted Answer

Locate validity is determined by each Infrastructure Owner.
Locates are valid for at least 60 days, although some Infrastructure Owner may provide a longer validity period. Always refer to your locate documentation for the applicable validity period and any conditions.

Question 4

I have paint/flags on my property, but I didn't request a locate.

Accepted Answer

Locate markings may appear because a municipality, utility company, contractor, or another authorized excavator is planning work nearby.
For privacy reasons, Ontario Dig Authority cannot disclose who requested the locate. Please do not remove paint or flags, as they provide important safety information for ongoing or upcoming excavation work.

Question 5

I received a complaint against me. What should I do?

Accepted Answer

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.
Learn More About the Complaint Process

Question 6

My locate is late. What should I do?

Accepted Answer

If your work to begin date has passed and you have not received all of your locate responses, contact the affected Infrastructure Owner or their Locate Service Provider using the contact information available in your locate confirmation.
If you cannot resolve the issue directly, you may submit a complaint through Ontario Dig Authority’s compliance process.
If you have experienced financial losses because a locate was not provided within the legislated timeframe, you may also be eligible to apply for Excavator Financial Recourse (PDF).

Question 7

What should I do if I damage underground infrastructure?

Accepted Answer

Stop work immediately. If there is an immediate danger to people or property, call 911. Then notify the affected Infrastructure Owner as soon as possible. Even minor damage, such as a nick to a protective coating, should be reported. Leave the excavation exposed until it has been inspected.

Question 8

What's the difference between an Emergency and a Priority locate request?

Accepted Answer

Emergency Locate
Emergency locate requests involve situations where the loss of an essential utility service creates an immediate safety, environmental, or public risk. Once confirmed as an emergency, notified Infrastructure Owners must respond within 2 hours.
Priority 0 Locate
Priority 0 locate requests do not meet the emergency criteria but involve work where delays could result in significant hardship. For Priority 0 notifications, Ontario Dig Authority requests that Infrastructure Owners expedite their response where possible; however, expedited completion is not guaranteed, and Infrastructure Owners are not legally required to complete the locate before the standard legislated timeframe.

Question 9

Why is my locate request suspended?

Accepted Answer

A locate request may be suspended if Ontario Dig Authority identifies information that requires clarification before it can be processed.
If this happens, an Ontario Dig Authority representative will review your request and contact you if additional information is needed.

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