Frequently Asked Questions

Welcome to our Frequently Asked Questions.

If you don't find what you're looking for, please contact us.

General Service Information

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  • Who must notify Call Before You Dig?

    Anyone using power or mechanized equipment who disturbs the earth on or below the surface must call the clearinghouse for a location request.

  • If I am hand digging, am I required to notify CBYD?

    No, however, it makes good sense. Utility lines and cables can be easily broken or damaged with a spade, shovel, fence post digger or pic.

  • If I hire someone to excavate, do I have to notify CBYD?

    The excavator actually doing the digging is responsible for calling CBYD and obtaining a location request.

  • How many days is my location request good for?

    Thirty (30) days from the day notice is provided, not the start date of the excavation. The ticket expiration date can also be found on the confirmation sheet emailed to you. Remember to allow two full working days for renewed tickets. Renew the ticket before the expiration to not lose any work days.

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Account Settings

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  • Can I edit my account details?

    Yes, click the Account link after logging into Call Before You Dig. Once you have made your changes be sure to click the "Update" button.

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E-Ticket Process

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  • What if I cannot find the location I am looking for?

    Have you tried the other search options available in the search type drop down? (Coordinate, Intersection, Road name)? You can also try entering your address in an adjacent Town, in case the location is close to the municipal boundary. As a last resort, you can contact the Call Center and an operator will try to assist you.

  • Which drawing tool should I use?

    When you perform a search the map will be automatically positioned with a cross hair (blue circle) at the location we have found. You will need to draw your site on the map to accurately describe the area you are working in. As a guide the drawing tools provide: • Line – Allows you to select a narrow area or trench that could extend for a long distance. • Area (Polygon) – Allows you to describe a broad area ensuring that your entire work site is covered. • Circle – Useful for works at intersections or to describe pole replacements – for example. Important; when using the drawing tools, follow the instructions on the map to help you understand how they work. Remember to double click to finish drawing.

  • Is there a limit to the size of a ticket which I can submit?

    Yes, the size of a ticket is limited for each specific drawing tool as follows: • Line – max 2500 feet • Area - max 6253826ft² • Circle - min 100ft –to max 2500ft

  • I have submitted a ticket, what should I do now?

    Details of your ticket and your contact information will be passed onto all Utility Owners/Members who are protected by Call Before You Dig. You will see which utilities these are on your ticket confirmation sheet. Important: Do not start work until you have markings at your job site or have received a response from all Utility Owners.

  • Can I change or cancel an existing ticket?

    Once you submit your ticket the information is automatically processed and passed onto our Utility Owners/Members. If you wish to cancel or amend your ticket you need to call 811 and request the desired action.

  • What is the Ticket Confirmation used for?

    The Ticket Confirmation is your record of the Utility Owners/Members who have had their facilities searched against your ticket details. A Request has been sent to each Utility Owner with your contact details. When you receive correspondence back from the Utility Owners you should tick them off the list. It is very important that you make sure you receive information from all Utility Owners/Members on the list provided before commencing any work.

  • I have not received my Ticket Confirmation sheet, what do I do?

    You can have the Ticket Confirmation re-emailed to you, go to the Home screen and click on the History button. Perform a search for your ticket and click the Resend PDF button. This will result in the same Ticket Confirmation being emailed back to you. Always check your Junk email box; you may need to change these settings.

  • How can I get help using the e-Ticket system?

    Online Help is available throughout the service. Simply click on the orange question marks in each section. If you still require assistance please email or call us about your query.

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E-Ticket History

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  • Can I renew old Tickets?

    Yes, any ticket that was submitted within the last 30 days can be renewed. Find the ticket via the History button; open the ticket by clicking on the ticket number. This will open the ticket summary. On the right side of the screen, there is a button "Renew Ticket". NOTE: There is a button "Continue Job", this button is not how to RENEW a ticket. This is a different ticket feature. To learn more about "Continue Job" button, see the FAQ about it.

  • What is the "Continue Job" button?

    The maximum distance for a CBYD ticket is 2500'. "Continue Job" button is used for excavation jobs that extend more than 2500'. Continue Job button allows for ease of entering a large continuous excavation along ONE road. If you excavation involves more than one street, be sure to separate the tickets by the individual streets, updating STEP 3: Confirm Dig Site with the appropriate street illustrated in the map.

  • Can I view a history of all my tickets?

    To view a list of previous inquiries, log on to the online ticket service and from the Home screen click on the History button. This will allow you to search for specific inquiries.

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Registration and Password Settings

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  • How do I register to use Call Before You Dig?

    Click the New User? Register here link from the Call Before You Dig Homepage. Once you have submitted your contact details you will receive an email with further instructions on how to access the service.

  • How do I validate my email address?

    Once you have registered you will automatically be sent an email from the service with instructions on how to validate your email address. The email contains a link that will confirm to the service that you have received the email. Once you validate your email address you can access the service immediately.

  • Can I use the service if I do not validate my email address?

    You cannot use the e-Ticket service if you do not validate your email address. Call Before You Dig needs to confirm that you have a valid email address so we may send you your Ticket Confirmations via email. Utility Owners are provided with your email address so they can respond to your ticket directly. If you are a contractor and do not have a personal email address use a general email address for the business.

  • How do I login to the Call Before You Dig e-Ticket system?

    Within the login area on the Call Before You Dig Homepage you can enter your username and password to gain access to the service. There is also a login at the top of each page.

  • I have forgotten my password, how can I retrieve it?

    Passwords can be reset using the Forgotten Password link at the top of this page. Simply type in your Username and Email address then click on Send. Your password will be reset and the details will be emailed to you.

  • Can I change my password?

    Yes, Login to the application, Click the "Account" button and you will be presented with your details. Ensure you click the "Update" button once you have made your changes.

  • I previously used a contractor number to call in my tickets, can I still use this number?

    Yes, but only as additional information to attach to your new registration. The new e-ticket service allows you to search for tickets using your Contractor number, so please provide it if you have it. All users are now required to be registered with the service. This helps us communicate with you better about your ticket and also helps Public Utilities contact you regarding the work you are planning.

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System/Computing Requirements

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  • What Internet Browsers does the e-Ticket system support?

    Microsoft Internet Explorer version 10 and above Firefox version 10 and above Apple Safari version 5 and above Google Chrome version 15 and above Call Before You Dig E-Ticket system does NOT support Internet Explorer 8. This version of the browser is most commonly run on Windows XP. If Internet Explorer 8 is the only web browser you have access to, PLEASE call in to the Call Center for assistance. Explain to the operator you are having trouble with using Internet Explorer 8. We encourage you to upgrade your Internet Explorer or move to another browser like Google Chrome or Mozilla Firefox.

  • Do I have to use an email service?

    Yes. A valid email address is required to logon to the Call Before You Dig e-Ticket system.

  • Do I have to be connected to the Internet?

    Yes. The device you are using (Mobile, Tablet or Desktop) will need to be connected to the Internet via a Broadband or mobile 4G service.

  • Do I need a particular screen resolution on my PC?

    Yes. The services are best viewed on a minimum screen resolution of 1024x768.

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