Self Service Hub

• If you have a concern about a locate ticket and would like Texas811 to review this concern, submit a Locate Request Concern Form. Once this form is received by the Member Services Department, they will share your concern with the appropriate parties within the contact center. Below are some examples of when you may want to utilize the locate request concern form:
  • Excavation polygon incorrect
  • Bad contact information
  • Incorrect street(s) listed on locate ticket
  • Incorrect driving directions or GPS
  • You did not receive a locate ticket for an area where you have assets registered
  • You receive a locate ticket where you do not have assets registered

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• This form is used to set up membership with Texas811. Membership with us means you will begin receiving notifications when an excavator is performing work near your underground utility lines. There is a place on this form to attach the mapping files for said underground utilities, which will then be registered in our mapping system.
• If you need to register assets under a new company name that is not yet listed in our system, a membership application would be required.

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• State Law requires facility operators to update their member utility mapping at least quarterly, or as changes happen. To make these changes and stay in compliance with Texas State Law Chapter 251.107, use our Member Mapping Submission Form. (Texas811 accepts several mapping formats, but the preferred formats are KMZ or shapefiles)

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• Upon registration as a utility member with Texas811, you will be assigned a unique member code that is used to identify your company in our system, as well as on the outbound locate tickets sent to excavators and other utility members. You can choose to have just one member code that encompasses all of your assets, or, you can divide your coverage area into multiple groups, each with their own unique code. Texas811 allows an unlimited number of codes a member can utilize to identify their various assets. New codes can be created by simply completing our Add New Code Form and attaching the corresponding mapping files.

Below are a couple of examples of when you may want to set up multiple member codes:

• You have different geographical regions where different locators or contacts handle their own region
• You have multiple facility types (water, sewer, gas, electric, etc.) that may be handled by their own workforce or billing departments

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• State Law requires facility operators to update their contact information at least quarterly, or as changes happen. To make these changes and stay in compliance with Texas State Law Chapter 251.107, use our Member Information Update Form. The information that can be updated using this form is:
  • Utility Type/s
  • Primary Contact (the contact Person responsible for Damage Prevention needs, new features and services and questions regarding membership)
  • Correspondence contact (the person responsible for questions/concerns with ticket delivery issues)
  • Referral Contact: contact information given to excavators when they have questions regarding your facilities or markings (required by law)
  • Billing contact
  • GIS/Mapping Verification contact
  • Holidays and other days off
  • Destination of Tickets (member receiving sites)
  • Emergency/Digup Backup Notifications

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• Positive Response helps to eliminate unnecessary No Responses and gives you the capability of responding back to the one-call center with one click. Excavators can view your responses by logging into the Portal or by using the Interactive Ticket Link located on their copy of the locate ticket. Excavators can also obtain your responses by calling our Damage Prevention Center. This feature can also interact with multiple ticket management systems.

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• To request information regarding the amount of locate tickets your company has received or if you need to request specific locate ticket data such as: ticket types, excavator information, who the work is being done for, the nature of work, and the location of work.

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• This form is used to request a locate ticket search when you do not have a ticket number.

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• This form can be used for specific questions about the Portal, to include technical issues or login issues.

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• If you have a question about an invoice you received from Texas811, this form gives you direct access to our Accounting Department.

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• An extraordinary circumstance is when your company is experiencing conditions that make it impractical to fully comply with your response time obligations, as detailed in Texas State Law Chapter 251.158.
• Extraordinary circumstances can be declared for as many member codes being affected by that circumstance.
• Extraordinary circumstances are most often weather-related conditions such as a hurricane or tropical storm, but other conditions can activate the use of extraordinary circumstances.
• You will continue receiving locate tickets as long as your receiving equipment is functioning. If not, the locate tickets will remain in queue at Texas 811's call center and will be delivered as soon as your equipment is working properly.
• Your member code and contact information will continue to be listed on tickets, so excavators are aware of your facility.
• Your specific message is also displayed on the excavator copy of the ticket informing them of the declaration of extraordinary circumstance.

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