There are several problems which the excavator may encounter during the locating process. Diggers Hotline will assist in the resolution of these problems. The following are some of the more commonly experienced problems with a brief description of the proper channels to follow.

If, at any time, it is discovered that incorrect information was provided to Diggers Hotline, callers should notify Diggers Hotline as soon as possible. Operators will correct the problem by filing a new ticket. It should be noted that a new start date will be issued.

Corrections to a ticket will only be accepted from callers working for the same company that originated the ticket. A subcontractor may not change information on a ticket filed by the general contractor. Subcontractors need to work under their own individual tickets, not tickets filed by the general contractor.

If the start date and time issued by Diggers Hotline has arrived and a member(s) has failed to mark the facilities or has marked the facilities incorrectly, it is best to contact that facility owner directly. Diggers Hotline can provide the appropriate phone numbers if needed. To ensure the safety of the excavation crews and the general public, excavation should not begin until the excavator is confident that all facilities have been marked correctly.

If a member company consistently fails to mark facilities prior to the start date, a complaint can be filed with Diggers Hotline. Diggers Hotline management will investigate the problem and assist in seeking a resolution.

Likewise, if a member fails to comply with a scheduled appointment, it is best to contact the facility owner. As with any other problem, Diggers Hotline is interested in the excavator’s concerns and will assist in any way possible.

Diggers Hotline records all conversations which pertain to the locate request and keeps a hard copy printout. These records are maintained for six years. In the event the contractor is involved in a court case, Diggers Hotline can be of assistance by providing copies of these records. In some cases, there may be a minimal fee involved in record retrieval.

Diggers Hotline has various methods of searching for these records. The quickest method is obtaining a file through the use of the ticket number. Records can be found from other information, such as the date and excavation location, but the process is much more difficult.