The call center staff serves as an interface between the excavator and the facility owner. We process an excavator's request for an underground facility locate and obtain critical information regarding the exact location of the excavation. We then send this information electronically to our participating members who own underground facilities so that they are able to physically mark the locations of their lines if those lines are within 15 feet of the excavator's proposed work site.

WE DO NOT:

READ MINDS
We cannot guess at what you are planning to do at your work site or where you are planning to dig. Please remember to be precise when providing information about your dig site.

MARK THE UNDERGROUND LINES
The employees at the One Call Center are not the same employees who actually go out to your dig site to mark the lines. We send your information to facility owners who either send their own employees to mark the location of their underground lines or hire a contract locating company to do it for them.

RESOLVE DISPUTES
Unfortunately, there are times when an excavator calls in a timely fashion for a locate (2 full business days excluding the day of the call) only to discover that the lines have not been marked on the scheduled work date. While we can understand your frustration at this type of situation, please remember that we are not the people who physically mark the lines. The best that we can do in these instances is to provide you with the contact telephone numbers of the facility owners (or their contract locating companies) who were notified of your excavation. You will need to contact each of them on your own to determine the status of your locate request.

PROVIDE POSITIVE RESPONSE
Each facility owner is responsible for providing a positive response to the excavator either indicating that the lines have been marked or that there are no underground lines within 15 feet of the proposed work site. Sometimes this feedback is provided via fax by either the facility owner or its contract locator. The employees at the One Call Center cannot provide you with any information regarding these faxes. Please note who forwarded the fax to you and call that party, not the One Call Center.