Policy Compliance

Progressive Discipline Policy

Corporate Security Lottery Investigators will investigate and where appropriate enforce progressive disciplinary measures in respect of conduct by Lottery Retailers and Lottery Retail Employees which harm and undermine:

the integrity or security of BCLC's lottery system
the reputation of BCLC
BCLC's authority to conduct, manage and operate lottery schemes on behalf of the Government of British Columbia

This will include the investigation of alleged misconduct, fraud or any other wrongdoing by Lottery Retailers or Lottery Retail Employees including, without limitation, breaches by Lottery Retailers of relevant obligations under Lottery Operations Agreements (LOA) or related directives.

Corporate Security is responsible for investigating and responding to any security and integrity matters and breaches of relevant LOA obligations and non-compliance with directives as they relate to lottery products.

Lottery Retailer misconduct, fraud or any other wrongdoing including breaches of the LOA or related directives will be addressed through a progressive discipline process and reported to the Gaming Policy and Enforcement Branch (GPE). The use of these progressive disciplinary measures will at all times continue to be subject to BCLC’s contractual rights set out in the LOA, including the right to suspend the LOA in accordance with the terms of the LOA and the right to terminate the LOA without notice depending on the nature, frequency, and severity of the breaches.

Lottery Operations Agreement [231KB]

Lottery Policy Compliance

Our Mystery Shopper Program helps Corporate Security assess customer service levels and ensures that retailers are consistently following procedures.

Corporate Security immediately addresses any concerns that involve the integrity, security and reputation of the games we offer.

The Lottery Investigation statistics in the charts below show the number of retailer-related investigations that Corporate Security has opened since April 2007. The number of alleged retailer improprieties has steadily decreased since the Retailer Code of Conduct [PDF] was introduced to our retailers in July 2007 and retailer training has become mandatory to all individuals who sell tickets on BCLC’s behalf.

Lottery Retailer Investigation Stats – Fiscal Year 09/10 [15KB]

Lottery Retailer Investigation Stats – Fiscal Year 08/09 [15KB]

Lottery Retailer Investigation Stats – Fiscal Year 07/08 [15KB]

Disciplinary Action

From January 1, 2008 BCLC commenced disciplinary actions due to the following infractions:
July 1, 2009 to September 30, 2009 chart [11 KB]
April 1, 2009 to June 30, 2009 chart [788 KB]
January 1, 2009 to March 31, 2009 chart [396 KB]
October 1, 2008 to December 31, 2008 chart [894 KB]
July 1, 2008 to September 30, 2008 chart [430 KB]
April 1, 2008 to June 30, 2008 chart [633 KB]
January 1, 2008 to March 31, 2008 chart [76 KB]

Under Section 86, of the Gaming Control Act, BCLC must provide to the general manager any information, records or things requested by the Gaming Policy and Enforcement Division (GPE) that are relevant to an investigation or an investigative audit under this Act. Additionally, BCLC must notify GPE immediately about any conduct, activity or incident occurring in connection with a lottery scheme or horse racing, if that body, registrant or licensee considers that the conduct, activity or incident involves or involved the commission of an offence under a provision of the Criminal Code that is relevant to a lottery scheme or horse racing, or the commission of an offence under this Act.

BCLC Corporate Security Department

Player satisfaction, product integrity and security are cornerstones of our business. Fair, honest and trustworthy in the ways we conduct business, BCLC has many processes in place to safeguard the games we offer. Any concerns are immediately addressed by Corporate Security.

An important part of the BCLC Corporate Security Investigator's job is to conduct independent security interviews for all retailer prize claims $1,000 or greater and for all prize claims $10,000 or greater.

If at any time there is reason to believe that the ticket being presented does not belong to the claimant, an investigator will be called in to conduct an interview and BCLC will immediately notify the Gaming Policy and Enforcement Branch (GPE).

Any infractions of the Lottery Operations Agreement (LOA) by a lottery retailer are investigated by BCLC Corporate Security Investigators and GPE is also notified immediately.