Page 27 - CCGA Best Practices Version English

Practice Description: Voice recording of the telephone communications
for locate requests are made to ensure a precise record of the activity is
retained. A record of the customers’ transaction is retained. These records
can be legally supported in court as well as used for damage investigations

2-8: Retention of Voice and Electronic Records
According to Applicable Statutes
Practice Statement: Voice records of all calls concerning requests to locate
facilities are kept in retention for seven years or according to applicable
statutes. Records include but are not limited to, all original requests and
changes made by voice, web, app or email.

Practice Description: All records shall be maintained and accessible until
expiry per the applicable statute of limitations in the jurisdiction in question.
Since these laws may change, no specific time period is set forth as a best
practice. In the absence of notice by some party to the contrary, after the
expiration of the statute of limitations the records may be destroyed. The
notification service shall have a procedure for processing requests for voice
and electronic records.

2-9: Requester Feedback

Practice Statement: The notification service provides the requestor with
the ticket number and the names of facility owners who will be notified for
each locate request.

Practice Description: Providing the locate request number and the names
of the facility owners who will be notified enhances the efficiency of the
notification service process. When provided the names of the facility owners,
the excavator knows which owners will be notified in the area of the planned
excavation. This helps the excavator determine if the facility owners have
responded to the locate request.

2-10: Printed Ticket Recall
Practice Statement: The notification service can provide a printed copy of
any ticket for a period of time determined by applicable statutes.
Practice Description: In the event of a damage investigation, litigation,
or other event, it is often necessary to have a hard copy printout of a
location request ticket. The notification service has the ability to produce, as
necessary, a copy of a location request ticket for the appropriate statutory
period.

2-11: Documented Operating Procedures, Policies,
and Manuals
Practice Statement: The notification service has documented operating
procedures, human resource policies including health and safety and training
manuals.

Canadian Common Ground Alliance
Best Practices Version 3.0 – October 2018
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