Dial Before you Dig > Frequently Asked Questions

Frequently Asked Questions

1. What is the Dial Before You Dig service?

Dial Before You Dig is a national referral service. It refers enquiries, from those who propose to excavate, to underground asset owners who are members of the Dial Before You Dig service. The asset owners respond by providing advice as to the location of any underground pipes & cables, along with information on how to work safely and carefully whilst excavating in the vicinity of underground plant.

2. How does the service work?

The service takes enquiries from individuals/companies who are proposing to excavate and refers them to underground asset owners who may have plant in the vicinity of the proposed worksite. The asset owners respond either by supplying plans or other information about their underground network along with instructions on how to protect their underground assets during the excavation period or by advising that their plant is not in the vicinity of the proposed worksite. This information is, in the vast majority of instances, provided free of charge and is supplied within 2 working days.

You can lodge an enquiry from anywhere in Australia by calling 1100. This is a free call if made from a land line. You can lodge your enquiries online by going to Login to Request Plans Now on this website. Alternatively enquiries may be faxed, at any time, to the Dial Before You Dig service on 1300 652077. You will initially receive a Confirmation Sheet from Dial Before You Dig which provides details of the asset owners affected and enables you to ensure the recorded dig site is correct.

3. Why should I use the service before I begin excavation?

If you don't, you are not only taking the risk of damaging pipes and cables buried underground, but of putting lives in danger. Underground pipes and cables carry vital services such as water, electricity, communications and gas - damaging them can cause widespread disruption and in some cases isolate entire communities from these essential basic services we usually take for granted.

For example, damaging a pipe and cable could mean isolating a community from emergency services such as fire, police or ambulance.

It’s not only the lives of those affected by service disruptions that are in danger either. Digging into an electricity cable or gas pipe with a misplaced stroke of a shovel can be a fatal mistake for any worker.

Damaging the underground network also causes inconvenience for everyone affected, including financial losses for local businesses, and if you are found negligent of causing damage to underground pipes and cables you can face hefty fines. Even the most minor damages can result in work stopping on the site costing you valuable time and money.

4. Who should use the Dial Before You Dig service?

Builders, contractors, farmers, excavation companies, councils, landscapers, underground network maintenance workers, plumbers, cable and pipe location companies - in fact anyone who is intending to begin digging work should lodge an enquiry before commencing. Even if you are planning any kind of excavation in your own backyard, you should contact Dial Before You Dig before sinking in the shovel.

5. How much does it cost to obtain a location plan?

The Dial Before You Dig service is predominantly a free service to the user and is paid for by our members. While the free service is available to almost all users, there are cases where charges apply for large development applications, road diversions, conveyancing requests or areas where significant work is required to supply plans. In these cases, members reserve the right to make charges for plans.

Calls to the 1100 number are free except from mobile phones.

6. What type of information is provided?

Underground location plans provide information about plant presence only - they do not pinpoint the exact location of the cables and pipes. It is the excavator’s responsibility to visually expose the cable or pipe manually by using hand tools before any construction begins. This is usually completed using the potholing technique and by following the relevant utilities’ instructions.

7. Are cable and pipe networks installed in a straight line?

Networks may not be installed in a straight line. This is mainly due to obstacles that may have been in the vicinity when the cables and pipes were installed. Due to the deviation in alignment, several potholes may need to be dug manually to determine the exact locations of cables or pipes to avoid any mishaps.

8. Do utilities charge for on-site engineering assistance?

In some cases they may. Utilities may provide free on-site or over the phone engineering advice when necessary. However a fee may be charged when the relevant utility is requested to find specific locations of underground networks or provide advice on-site. Clarification of fees can be obtained by contacting the relevant utility direct.

9. Do the utilities need help in maintaining their networks?

The underground networks are the means of providing essential services to all Australians. Australians should be proud of their valuable underground assets and take care to protect them from unnecessary damage.

The formation of the national Dial Before You Dig service, backed by high-profile advertising and public relations campaigns, is just one of the many initiatives of organisations with underground networks to help protect buried assets.

Despite this, we still need your help. Millions of kilometres of pipes and cables are buried throughout Australia and all Australians need to be aware of the underground networks and help protect them from damage.

10. Why are individuals being held financially liable for damage to the networks?

There are many incidents of damage to underground networks throughout Australia each year, costing millions of dollars. Most of this damage occurs as a result of ignorance, carelessness or even blatant disregard for the networks. These networks are vital to Australia. Individual and company liability for cable and pipe damage has been introduced by many utilities to make individuals take responsibility for avoiding such damage. Litigation activity may be commenced against individuals or companies where negligence can be proved.

11. If I use the service and advise of my plans to excavate, am I still responsible for any damage that I may cause?

All individuals have a duty of care they must observe when working in the vicinity of underground plant. A vital component of that duty of care is to use the Dial Before You Dig service before any digging or excavation commences.
When observing this duty of care the following must be considered:

it is the excavator's responsibility to visually expose the underground pipes and cables manually ie. using potholing techniques
location plans provide an indication of the presence of underground plant only, they do not pinpoint the exact location, this is why manual exposure is required
utilities may hold individuals and companies liable for all damage caused to their network if it can be shown that negligent or careless behaviour caused the damage
utilities can provide engineering support and advice where necessary.

12. Why should individuals or companies wishing to excavate have to spend time and effort in locating underground pipes and cables?

Australians need to take responsibility for their valuable underground network. The time and effort spent avoiding just one instance of damage could save thousands of dollars and avoid isolating thousands of people from vital services. Cable and pipe damage is unnecessary and should be avoided.

The location of underground plant on any site needs to be considered during the planning stages of every project. With thorough organisation, the time required to determine the location of the network can be minimised. Plans outlining plant presence can be obtained long before on-site work commences. The time required for locating underground plant should be considered when scheduling heavy machinery for excavation work.

13. Are all organisations with underground networks covered by the Dial Before You Dig service?

Not yet. Presently, most companies with underground pipes and cables in Australia are part of the Dial Before You Dig service, but not all. However, the service is actively recruiting new members all the time and the aim is to have all companies with underground networks on board in the near future.

14. If I have underground assets how can I become a member of the Dial Before You Dig service?

We are always on the lookout for new members. If your company is looking to join the service, please contact us by dialling 1100 or contact the manager in your state. who will arrange a meeting with you and begin the membership process.