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Quick Facts 4100: Approximate number of lottery retail outlets in B.C. last year. 30,000: Approximate number of lottery retailer clerks selling BCLC products throughout the province.

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If you have comments or concerns please call toll free:

Consumer Services
1-866-815-0222

Lottery Player Complaint Centre
1-866-601-1818
consumerservices@bclc.com
Online Customer Complaint Form

 
Retailers: Setting a new standard

86* per cent of lottery players said they receive good (or better) service from lottery ticket retailers. At the same time, 61* per cent said they are confident lottery retail clerks are providing lottery players with accurate information about winning tickets.

With greater focus on the player, we are making changes at retail that make certain lottery products are purchased and validated with integrity. These include the Retailer Code of Conduct and improved training programs.

Retailer Code of Conduct

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

  • Honesty
  • Respect
  • Social Responsibility

By November 2007, all 4,100 (approximate) lottery retail locations in B.C. had received a personal visit from a BCLC representative who provided both an orientation of, and opportunity to ask questions about, the new Lottery Retailer Code of Conduct.

A recent survey indicated that 98** per cent of retailers are familiar with the contents of the Lottery Retailer Code of Conduct.


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.


*Ipsos Reid Public Affairs’ BC Lottery Poll, September 2008
**NRG Research Group’s BCLC Retail and Hospitality Network Survey, March 2008