April 20, 2022
Dear Members, Excavators, and Stakeholders:
As you may be aware, suspended locate requests are taking Ontario One Call longer than normal to process. We apologize for the delay and thank you for your patience.
We understand the importance of your upcoming projects, and we are currently working on multiple solutions that should improve the turnaround time in the coming weeks.
To make sure no one is missed, our teams are processing suspended requests 24 hours a day in the order that they come in.
As a way to improve our turnaround time, Ontario One Call is doing the following:
- Implementing changes to our IT platform to reduce the number of suspended requests
- Increased standard working and overtime hours to help process more requests
- Hired an additional 25 agents
We sincerely thank you for requesting locates and digging safely.
What is a Suspended Locate Request:
A Suspended Locate Request is when the Ontario One Call system detects something that might be incorrect on a locate request. It interrupts the processing of the locate, and specifies that an Ontario One Call agent review it. 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.
Ontario One Call