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Retailers: Setting a new standard

BCLC is providing greater focus on the player by making changes at retail that ensure all lottery products are purchased and validated with integrity. The Retailer Code of Conduct outlines our expected service standards that each lottery retailer will provide for our players and BCLC has made improvements in our training programs so every lottery retailer is fully prepared to provide the outmost experience.

“Lottery Retailer” means a person contracted by BCLC to sell lottery tickets and provide lottery services at a retail location or a person who is an employee 'or volunteer of a retail location contracted by BCLC and is authorized to operate a lottery terminal or is involved in the handling, selling and/or validation of lottery products.

Retailer Code of Conduct

The Retailer Code of Conduct (pdf) outlines customer-focused service standards based on:

  • Honesty
  • Respect
  • Social Responsibility

Retailer Training and Certification

BCLC has developed and implemented a mandatory training program which certifies that all persons operating lottery terminals are trained and certified to do so.

All retailers selling lottery products in B.C. have taken training and received certification to sell and validate lottery products.

All 30,000 BCLC retailers will be trained and certified this year.

New retailers can participate in training online, at our Richmond and Kamloops offices, or through classes that are offered throughout the province.

BCLC Sales Representatives also provide on-the-spot training at lottery retail locations using various training tools.

With the training program, lottery retailers and their employees will complete a certification test that will make certain they:

  • have the skills necessary to operate a lottery terminal;
  • have the ability to properly follow security procedures;
  • have the awareness of BCLC’s responsible gambling program and resources;
  • are available to assist those having difficulty with problem gambling;
  • have demonstrated an understanding and knowledge of the BCLC Retailer Code of Conduct (pdf).

The certification process allows BCLC to collect the names and identifying information, in accordance with British Columbia's Freedom of Information and Protection of Privacy Act, of all retailer clerks who operate lottery systems in B.C. This information is linked to the validation and prize claim databases that alert BCLC when a retailer is claiming a prize.