Frequently Asked Questions

Here are some commonly asked questions:

  • 1. Who is Dial Before You Dig?

    Dial Before You Dig is a FREE national referral service designed to assist in preventing damage and disruption to Australia’s vast infrastructure networks which provide essential services we use every day.

    A single point of contact to request information about any infrastructure networks at the planned project site from registered Dial Before You Dig Members without the need to contact them individually.

  • 2. How do I use the Dial Before You Dig service?

    Dial Before You Dig enquires can be lodged for FREE in three ways:

    1. Via the Dial Before You Dig website at www.1100.com.au (mobile web or desktop).
    2. Via the iPhone App and Android App
    3. Via the National call centre by calling the toll FREE number, 1100 during business hours.

     

  • 3. Why should I use the Dial Before You Dig service before I begin excavating?

    Any excavation, irrespective of size, has the potential to damage assets located around the work site, leading to service interruptions, delays to the project, costly repairs and in the worst case scenario, injury or death.

    Obtaining information from Dial Before You Dig Members significantly minimises these risks by providing information about the work site. Safety is a fundamental aspect of any excavation project and so Dial Before You Dig should always be the first point of contact: The Essential First Step.

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

    Builders, contractors, farmers, excavation companies, councils, landscapers, underground network maintenance workers, plumbers, home owners, cable and pipe location companies – in fact anyone who intends to work around any infrastructure asset(s) should lodge a FREE enquiry before commencing.

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

    Lodging a Dial Before You Dig enquiry is FREE.

    However in some instances, infrastructure asset owners may charge for the supply of infrastructure information – although this is normally only for large development related enquiries or planning/design enquiries where no excavation is taking place.

  • 6. What type of information is provided?

    Asset owners provide information about the presence, approximate location (usual in the form of plans) and instructions about working around their registered infrastructure asset.

    They DO NOT pinpoint the exact location of the infrastructure asset. Therefore, Duty of Care must be exercised when working around any infrastructure assets.

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

    No. Mainly due to obstacles that may have been in the vicinity when the cables or pipes were installed.

    And NEVER assume the depth or alignment of pipes and cables.

    Due to the possible deviation in alignment, manual excavation (if instructed by the asset owner) may be required to determine the exact location of infrastructure assets to avoid any mishaps.

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

    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 locate specific infrastructure assets or provide on-site advice.

    Clarification of fees can be obtained by directly contacting the relevant asset owner.

  • 9. Will I be financially liable for damages to infrastructure networks?

    Yes, court proceedings may commence against individuals and / or companies for the recovery of cost of repairing or reinstating damaged assets where negligence appears to be a contributor.

  • 10. If I lodge a Dial Before You Dig enquiry and advise of my plans to excavate, am I still responsible for any damage that I may cause?

    Yes, all individuals have a Duty Of Care they must observe when working in the vicinity of infrastructure networks and it starts with lodging a FREE enquiry with Dial Before You Dig.

  • 11. Are all infrastructure assets owners and networks in Australia Members of Dial Before You Dig?

    Not yet. Presently, most infrastructure assets owners and networks in Australia are part of the Dial Before You Dig Membership.

    However, Dial Before You Dig is actively recruiting new Members and the aim is to have all infrastructure assets owners and networks on board.

  • 12. How do I become a Member of Dial Before You Dig?

    Becoming a Dial Before You Dig Member is easy.

    To start, please fill in the Membership Expression of Interest form and a State Manager will be in touch shortly.

  • 13. I have forgotten my username and/or password, what should I do?

    Please call 1100, (a 4 digit number and toll free) during business hours and one of our friendly customer service team members will be able to assist you.

    For after hours, please send an email to: support@1100.com.au 

  • 14. I am unable to login into my account, what should I do?

    Please call 1100, (a 4 digit number and toll free) during business hours and one of our friendly customer service team members will be able to assist you.

    For after hours, please send an email to: support@1100.com.au 

  • 15. I have not received all the plans, what should I do?

    Dial Before You Dig does not issue the plans, they are sent out by the asset owners registered with the Dial Before You Dig service.

    Members registered with the Dial Before You Dig service and affected by your works will send you their plans directly to the email address you registered when setting up your account. Members are encouraged to respond within 2 working business days.

    If you have not heard from them, their contact details can be found on the Enquiry Confirmation Sheet you receive from Dial Before You Dig and you will need to contact them directly to follow up your enquiry.

  • 16. I’ve received all my plans as indicated from the Confirmation Sheet, can I start my project prior to the lodgement start date?

    The receipt of all Dial Before You Dig responses is NOT considered to be an approval to proceed with excavation; each User needs to follow the directions of each Member contained in their response as well as comply with any legal, safety or best practice guidance.  Many asset owners have specific requirements or processes for locating, working around or accessing their assets prior to excavation.

    If you wish to proceed, ensure that there are no additional requirements from third parties (i.e. such as your own insurers, etc.) and affected asset owners when undertaking the Dial Before You Dig process.

  • 17. I would like to organise a free awareness and training presentation, what should I do?

    Dial Before You Dig offers our Members and members of broad excavation and construction sectors FREE awareness and training sessions in each State.

    Offering a range of topics of discussion; from how the Dial Before You Dig service works to safe site practices.

    With our unique relationship with the various major utilities and key asset owners nationally, additional representatives can be requested to make specific presentations.

    To organise a FREE awareness and training session, please complete the Awareness and Training Form.

  • 18. I am interested in getting more information about the DBYD Locator Certification, who do I contact?

    For more information about the DBYD Locator Certification please visit:

    DBYD Locator Certification

  • 19. I am interested in using the Dial Before You Dig Trade Mark, what should I do?

    Individuals or organisations external to Dial Before You Dig seeking approval to use the Dial Before You Dig logo, can do so by completing the Trade Mark Request Form. Permission to use the logo is not granted without the submission of this form and approval by Dial Before You Dig.

    Associating and displaying the Dial Before You Dig logo communicates your commitment to safe site practices. It also provides a gentle reminder to those around you to Dial Before You Dig.

  • 20. I am interested in receiving Dial Before You Dig merchandise, what should I do?

    If you or your business would like to help promote Dial Before You Dig, promotional merchandise can be provided to you for distribution. Please note Dial Before You Dig will try to accommodate all reasonable requests on promotional merchandise, which will be based on current stock levels and at the discretion of Dial Before You Dig.

    Please complete the online Merchandise application form.

     

  • 21. I am interested in Co-branding opportunities with Dial Before You Dig, who should I contact?

    If you are interested in Co-Branding opportunities with Dial Before You Dig, please contact your local Dial Before You Dig Office.

  • 22. Why do I need to register as an individual User?

    The referral service is designed for individual use as it is important for affected asset owners to be able to provide information or contact the end-user directly if needed. Using generic information increases the risk that if an asset owner needed to contact you with regard to high-risk assets, that they won’t be able to do so in a timely manner to discuss the work being undertaken.

    It is highly recommended that, even though all of your responses may be directed to one common e-mail address, that accounts be created for each individual lodging a FREE inquiry with Dial Before You Dig.

  • 23. How do I obtain information regarding the gas pressures?

    You will first need to lodge a free Dial Before You Dig enquiry at www.1100.com.au.

    If gas infrastructure is affected, asset owners registered with the Dial Before You Dig service will send information directly via email or post.

    Details regarding the gas pressures should be on the plans (check the legend) or information pack. If the information is not listed, contact the gas asset owner directly.

    The contact details for ALL affected asset owners can be found on the Enquiry Confirmation Sheet you received after lodging your enquiry.

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