Occasionally, the Contact Centre is unable to process a ticket that has been submitted online. When there is critical information missing, we cannot complete the ticket. When that happens, the user will receive an email from the Contact Centre which explains what information is still required and provides a link for the user to go back into the ticket to make the required changes.
Here are some common reasons a ticket is rejected, and how you can avoid having it happen to you!
- Incomplete Contact Information
Usually, this happens when a user has entered only part of their contact name. Because your One-Call ticket is a legal document, you must supply both a first and last name for the primary contact. - Missing Dig Site Information - Address
If you are digging inside a city or town, then we need either a civic address (i.e. Building/House Number and Street Name with direction if there is one. Example: 24 Woodpark Blvd SW), or if there is no building number, we need at least two intersecting streets (i.e. Woodpark Blvd SW and Woodview Drive SW) - Missing Location Information - Rural Subdivisions
If your dig site is in a rural location, we require the long legal land description (LLD). However, more information is required if the LLD has more than one property on it, for example Rural Subdivisions. The locators would require more than the LLD in order to find the property, so you need to include information such as Rural Address, Lot-Block-Plan, Emergency (911) Address or description of the property if it is one of several acreages on the quarter section. This information can be entered in the Additional Information Field. - Missing Dig Site Information - Where On the Property for PUBLIC PROPERTY
If any part of your excavation is taking place on Public Property, you must include a description of the scope of area where digging will occur. You can use the length, width fields to give us this information, or you can provide details in the Where on the Property field or Additional Information field if you need more room.
Example of Incorrect entry:
Type of Property: Public/Private Property
Where on the Property: Front
Correct Entry:
Type of Property: Public/Private Property
Where on the Property: Front
Additional Information: Digging .5 M wide trench, 1.5 M into street in front
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