Over the years, Diggers Hotline has incorporated certain policies and procedures that in some cases were meant to assist the excavators, in others to assist the facility locators. Unfortunately, there are individuals out there who either abuse the policies to benefit themselves, or utterly ignore the policies all together.

Some examples would be, calling in with false emergencies to get locators out there faster, calling in crew-on-site relocates when no crew is present, member utility companies ignoring requests for appointment locates, the list goes on and on.

The amount of abuse has become an undue burden on the whole process. When emergencies and crew-on-site relocates are called in, locators have to put aside their normal locates to get to what they believe is an emergency situation. It becomes a tremendous waste of time when they find out that no emergency exists. It is just as damaging when member utility companies ignore Diggers Hotline policies. If an excavator loses faith in the Diggers Hotline process, why would he continue to call?

In light of the increasing problems, Diggers Hotline sought council and was informed that it was well within the right of the call center to form a policy adherence committee to review and determine action against those habitual abusers of Diggers Hotline’s policies.

The committe has established a chain of events that shall be followed when a member or excavator feels a problem warrants the committee’s attention. First the wronged company is required to attempt to settle the issue with the responsible company. If after attempting to work it out amongst themselves the problem still lingers, it can then be forwarded to Diggers Hotline.

Problems that are forwarded need to be thoroughly documented as to what the problem is, what has been done to try and curb it, actual ticket number, and as much information as possible. From there the issue will be reviewed, investigated and a course of action will be determined. Failure to comply by the company in question, will result in the issue being sent to the policy adherence committee.

The committee will determine the action to be taken against the abuser. Some penalties could be loss of the ability to call in emergencies or crew-on-site relocates, or even law suits. The committee’s decision is final. The committee will also keep the Board of Directors abreast of all decisions. Appeals can be filed with the Board of Directors.

It is worth mentioning that most of the companies that appear to be abusing problems, really just do not understand what the Diggers Hotline policies are. Those companies are not where the problems lie. It is the companies that are abusing policies, admit to what they are doing, and have expressed that they will continue to do as they wish, that will be targeted.