• 340 million lottery tickets were sold in B.C. last year.
• Last year, 53 million winning lottery tickets were validated in B.C.
• An average of 932,000 lottery tickets were sold per day by lottery retailers in B.C. last year.
• $496 million was paid out in prizes to lottery winners last year.
• 9 people became millionaires or multi-millionaires from BCLC lottery games last year.
• There were about 4,100 lottery retail outlets last year.
• There are about 30,000 lottery retailers selling BCLC products throughout the province.
• None of the audits carried out on B.C.’s lottery system, including the B.C. Ombudsman’s report, has found evidence that prizes were paid to anyone but the rightful ticket holder.
• In June 2002, BCLC was one of the first lottery jurisdictions in Canada to implement an audible signal when a winning ticket is validated at a lottery terminal.
• In late 2006, one of the new player protection layers BCLC added was setting the volume of the winning jingle on our lottery terminals to its maximum level and extending its playing time.
• As part of our Player First program, we conduct regular, independent research into lottery retailer play activity and report the results to the public.
• Lottery retailers are restricted from purchasing, playing or validating personal lottery tickets at their location of employment.
• Customer Display Monitors with purchase and validation information are now located in a fixed position at each lottery retail location, clearly visible to players.
• Now, when a prize of $10,000 or more is validated, the lottery terminal freezes until it is unlocked by BCLC. The player is alerted of the win and a BCLC representative contacts the store immediately, ask to speak to the player to obtain important information about their ticket and explain to the player what to do next.
• Check-A-Ticket terminals are now available at every lottery retail outlet. Players can check their own tickets on the terminals which display the prize amount of any win.

Player First is a program of major initiatives that puts the interests of our players at the forefront of everything we do. Some of these initiatives have already been implemented while others will be implemented over the longer term. BCLC is on track to have all Player First initiatives implemented by summer 2009.

On an aided basis, 75* per cent of British Columbians polled could recall at least one action taken by BCLC to improve the lottery system. As well, 36* per cent of British Columbians said they sign the back of their ticket always or most of the time and 60 per cent use Check-A-Ticket terminals to check if their ticket is a winner.

*Ipsos Reid Public Affairs’ BC Lottery Poll, October 2007

Our system today is among the best in North America. With our Player First program, we are making it even better, and British Columbians are taking notice; 62* per cent of British Columbians said they trust BCLC to manage lottery games in B.C. (up 20 per cent from May 2007); 64* percent said they trust BCLC to ensure the right prizes are paid to the rightful owner of the ticket (up 27 per cent from May 2007).

Here are some of the steps we have taken or are undertaking to improve our system:

• Lottery Retailers have agreed to a new Code of Conduct that includes a No Play at Work Policy which prohibits them from purchasing, playing or validating personal lottery tickets at their place of employment
• Retailers have also implemented new validations procedures whereby all winning and non-winning tickets to players. Winning tickets paid out by lottery retailers are now stamped “PAID By Lottery Retailer”
• Check-A-Ticket terminals are now in all lottery retail locations
• Customer Display Monitors now face players at all times
• Lowered the validation limit at lottery retail locations from $3,000 to $999.99
• Set the “We’re in the money” win tune at the highest volume
• Made tamper-proof improvements to our equipment
• Improved monitoring and reporting of lottery retailer play and win rates
• Made immediate improvements to BCLC’s customer complaint tracking investigation and resolution processes, including introducing a Lottery Player Complaint Centre
• Implemented a formal advertising campaign to educate players about player protection measures
• Improved training and formally certifying all lottery retailers and their employees who operate lottery terminals

*Ipsos Reid Public Affairs’ BC Lottery Poll, October 2007

The B.C. Ombudsman’s report is available here.

Copies may also be obtained by calling the Ombudsman’s office at 1-800-567-3247 or write to:

Ombudsman of British Columbia
PO Box 9039 STN PROV GOVT
Victoria, B.C.
V8W 9A5

B.C.’s Ombudsman is Kim Carter. The B.C. Ombudsman is an office of the provincial legislature and is independent of government and political parties. The Ombudsman is responsible for ensuring that the administrative practices and services of public agencies, including Crown corporations, are fair, reasonable, appropriate and equitable.

The Ombudsman made 23 recommendations to improve BCLC’s processes, particularly in the areas of:

• validation and prize payout,
• customer complaint tracking,
• monitoring retailer play and win rates,
• collection of information, and
• retailer compliance and training.

In addition, the Ombudsman made four more recommendations pertaining to Gaming Policy and Enforcement Branch processes.

The Ombudsman’s Report and BCLC’s response, including announcement of our Player First program is available on www.bclc.com. Does BCLC agree with the findings of the Ombudsman’s report? BCLC supports all of the Ombudsman’s recommendations.

BCLC supports all of the Ombudsman’s recommendations.

Yes. BCLC has initiated a program called "Player First" which incorporates the Ombudsman’s recommendations and additional actions that go beyond the Ombudsman’s report.

“Player First” is setting new standards in North America for player service and protection.

We are conducting independent research into retailer play, spend and win rates and will make those results public.

You must be 19 years of age or older to purchase a lottery ticket, enter a casino or participate in bingo in B.C.

Casinos have operated in B.C. since 1987. BCLC was given responsibility to conduct and manage slot machines when they were introduced in 1997 as part of government's change in gaming policy.

June 1, 1998, BCLC assumed responsibility to conduct and manage table games.

Jan. 15, 2002, BCLC assumed responsibility to conduct and manage commercial bingo gaming in B.C.

The Ministry of Housing and Social Development's Gaming Policy and Enforcement Branch regulates all gaming in British Columbia, including the operations of BCLC, which conducts and manages commercial gaming in the province.

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