BCLC Lottery Retailer Manual
Find clear guidelines on how to sell, validate and payout lottery games.
Table of Contents
Overview
Definitions
Section 1 - GPEB
Registration
Section 2 - Lottery Retailer
Database and Certification
Section 2.1 - BCLC Lottery Retailer Database
Section 2.1.1 - Lottery Retailer Database
Procedures
Section 2.1.2 - Lottery Retailer Database
Privacy Notice
Section 2.2 - BCLC Lottery Retailer
Certification Policy
Section 3 - No Play at
Work
Section 3.1 - No Play at
Work
Section 3.2 - Lottery Retailer
Prize Claims
Section 4 - Sale of Ticket
Policies
Section 4.1 - Sale or Distribution to Minors
Section 4.1.1 - Customer Age Verification
"ID 25"
Section 4.2 - Sale of Tickets at Face Value
Section 4.3 - Charging Additional Fees
Section 4.4 - Selling Only BCLC Authorized
Lottery Products
Section 4.5 - Customers Must be Present
Section 4.6 - Watchdog Policy
Section 4.7 - Forgotten or Found Tickets
Section 5 - Ticket Cancellations
and Returns
Section 5.1 - Altura Lottery
Terminal Ticket Cancellations
Section 5.2 - Lotto Express Ticket
Cancellations and Returns
Section 5.2.1 - Lotto Express
Ticket Return Procedure
Section 5.3 - No Credit on Expired
Tickets
Section 5.4 - Damaged Shipments
Containing Tickets
Section 6 - Ticket Validation and Prize Payout
Section 6.1 - Signing of
Tickets
Section 6.2 - Ticket
Validation
Section 6.2.1 - Online and
Scratch & Win Ticket Validation Procedures
Section 6.3 - Terminal Freeze and
a Major Win
Section 6.4 - Ticket Validation
Difficulties and Terminal Freeze
Section 6.5 - Pull Tab Ticket
Validation
Section 6.5.1 - Pull Tab Ticket
Procedures
Section 6.6 - Prizes Paid in
Cash
Section 6.7 - Return of Tickets
and Validation Slips
Section 6.8 - Prize Payout
Limits
Section 6.9 - Self Service
Terminal Voucher Validation
Section 6.9.1 - Self Service Terminal Voucher
Validation Procedures
Section 6.9.2 - Self Service Terminal
Voucher Expiry
Section 7 - Financial
Section 7.1 - NSF Fees
Section 8 - Lottery Retailer
Agreement Service Standard Remedies
Overview
BCLC's Policies regarding Lottery Retailer roles and responsibilities are set out below. These include Lottery Retailer certification, sale of tickets, ticket validation, progressive discipline procedures and various other general matters. Adhering to these Policies will help you to build public confidence in lottery games and increase your customer loyalty.
The Policies, as amended from time to time, form part of the BCLC Lottery Retailer Agreement between BCLC and those parties that BCLC authorizes to provide lottery retail services.
Definitions
"Gaming Policy Enforcement Branch (GPEB)" means the Ministry of Finance’s Gaming Policy and Enforcement Branch which regulates legal gambling in British Columbia, including the operations of BCLC.
“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.
Personnel at lottery retail locations are not regarded as Lottery Retailers by BCLC if:
- the individual does not use an Altura lottery terminal, handle Instant Win products or provide validation or payout services;
- the individual’s interactions with lottery products are limited to operating a Lotto Express Device at point of sale; and
- the individual does not have managerial responsibility for lottery products and Services.
“Lottery Retailer Family Member” means a spouse (including common law), child or parent, whether residing with the Lottery Retailer or not, or anyone who resides with the Lottery Retailer.
“Lotto Express Device” means lottery ticket vending equipment located at the point of sale where lottery purchases are transacted through an electronic cash register. Lotto Express devices include:
- Lotto Express Terminals
- PIN Pads
“Policies” means BCLC’s internal policies and procedures relating to the Services, as amended and communicated to the Lottery Retailer from time to time, including any instructions, directives, codes of conduct and operating manuals.
“Services” means the obligations of the Lottery Retailer under a Lottery Retailer Agreement, including the marketing, sales, and if applicable, the validation of lottery tickets and payout of winning lottery tickets.
Section 1 – GPEB Registration
Lottery Retailers selling BCLC authorized products and providing related Services may be required to be registered with GPEB. It is the responsibility of the Lottery Retailer and personnel who have managerial responsibility at a lottery retail location to know and understand the legal requirements enforced by GPEB and BCLC.
Lottery Retailers must advise GPEB, Gaming Enforcement, of any activity or incident occurring at or near a lottery retail location that may be considered contrary to the Criminal Code (Canada), Gaming Control Act (British Columbia) or the Gaming Control Regulation that may affect the integrity of gaming; by calling the Toll Free Number – 1-877-660-8850.
For more information about GPEB:
Lottery Retailer Registration - Phone and e-mail inquiries:
- In Victoria: 250 356-0663
- In Vancouver call: 604 660-2421 (ask to be transferred to 250 356-0663)
- Elsewhere in B.C. call toll-free within B.C. 1 800 663-7867 (ask to be transferred to 250 356-0663)
- E-mail: [email protected] or [email protected]
Complete contact information for GPEB can be found at http://gov.bc.ca/gambling
Section 2 - Lottery Retailer Database and Certification
Section 2.1
BCLC Lottery Retailer Database
BCLC maintains a Lottery Retailer database to record who is selling
lottery products and operating lottery equipment to better identify
Lottery Retailers claiming lottery prizes or otherwise maintain the
integrity of the lottery system. This database is stored and accessed in
accordance with the applicable privacy laws.
Lottery Retailer personnel who have managerial responsibility at a lottery retail location are responsible for providing the names of all new Lottery Retailers within 30 days of the employee’s start date. Any change in employment status of a Lottery Retailer must be reported to BCLC, within 30 days of the status change, by Lottery Retailer personnel who have managerial responsibility at the lottery retail location. Employment status changes include:
- Resignation or dismissal from work at that location;
- Transfer to a different role where he/she will no longer handle BCLC lottery products;
- Transfer to a different retail location or branch; and
- Leave of absence for more than one year.
Section
2.1.1 Lottery Retailer Database Procedures
There are several methods to notify BCLC of an employment status
change. Lottery Retailer personnel who have managerial responsibility
may complete an online
form, contact the Lottery Hotline or notify their Territory
Manager. An individual's status as a Lottery Retailer remains in the
database for one year after the individual ceases to be a Lottery
Retailer.
Section
2.1.2 Lottery Retailer Database Privacy Notice
Lottery Retailer personal information is collected in accordance with
the Freedom of Information and Protection of Privacy Act (British
Columbia) and will be used, accessed, disclosed and stored by British
Columbia Lottery Corporation (BCLC) and its service providers inside and
outside of Canada for the following purposes:
- To administer BCLC’s lottery retailer network;
- To facilitate training and development in the learning management system;
- To communicate with Lottery Retailers and their staff on lottery related business;
- To prevent fraud and for investigation purposes in respect to Lottery Retailer and other prize claims; and
- To comply with applicable laws
For any questions about the collection or use of Personal Information, please contact BCLC's Customer Support at 74 West Seymour Street, Kamloops, BC, V2C 1E2; telephone 1-866-815-0222 or bclc.com.
Section 2.2
BCLC Lottery Retailer Certification Policy
BCLC requires all Lottery Retailers to be certified within 60 days of
entering the BCLC retailer database. Certification requires the
completion of a course applicable to the lottery Services that the
Lottery Retailer provides. Signatories of the Lottery Retailer Agreement
who do not operate a lottery terminal or are not involved in the
handling, selling and/or validating of lottery products are exempt.
A Lottery Retailer who is not certified within 60 days of entering the BCLC retailer database is considered to be in non-compliance, and must immediately cease operating as a Lottery Retailer, including but not limited to handling, selling and/or validating BCLC lottery products, until certification is completed.
Certification remains valid as long as the Lottery Retailer continues to operate the lottery terminal or handle lottery products, or until a new certification standard becomes effective. Lottery Retailer certification expires one year after the day the individual ceases to operate as a Lottery Retailer, or, if that date is not known, one year after the date that BCLC was advised of their change in employment status.
Section 3 – No Play at Work
Section 3.1 No Play at Work
Lottery Retailers will not, at any time, purchase, play, validate or
check their personal lottery tickets at their location of employment.
Lottery Retailers may play BCLC lottery games at other lottery retail
locations where they are not employed
Section 3.2 Lottery
Retailer Prize Claims
All Lottery Retailers and Lottery Retailer Family Members must declare
themselves to be a Lottery Retailer or Lottery Retailer Family Member
when claiming a prize at any BCLC Prize Payout office or BCLC Regional
Prize Payout Centre.
Lottery Retailers and Lottery Retailer Family Members will undergo an investigation by BCLC Corporate Security. BCLC recommends that Lottery Retailer Family Members purchase, play or validate their personal lottery tickets at a lottery retail location where their spouse (including common law), child or parent, or any individual who resides at the same residence is not employed. This will assist Lottery Retailer Family Members during the prize claim investigation process.
The Information and Privacy Commissioner of British Columbia, the oversight body for the Freedom of Information and Protection of Privacy Act (British Columbia), has stated that Lottery Retailers should anticipate that their prize claims will be subject to a higher standard of scrutiny and should expect a lesser degree of privacy than other members of the public.
For any questions about the collection or use of Personal Information, please contact BCLC's Customer Support at 74 West Seymour Street, Kamloops, BC, V2C 1E2; telephone 1-866-815-0222 or bclc.com.
Section 4 – Sale of Ticket Policies
Section 4.1
Sale or Distribution to Minors
As stated within the Gaming Control Act (British
Columbia), Section 89 (3) a person must not sell, offer for sale,
purchase for resale, or do anything in furtherance of selling, offering
for sale or purchasing for resale, any lottery ticket to a minor, unless
the person is a licensee acting under conditions of the licence that are
prescribed under section105 (1) (b).
Section
4.1.1 Customer Age Verification “ID 25”
Lottery Retailers must check one (1) acceptable form of government
issued photo identification for customers who appear to be twenty-five
(25) years of age or younger, before processing any lottery
ticket/product purchase.
Violation by a Lottery Retailer of the Customer Age Verification “ID 25” policy shall be determined by BCLC or any person, firm, or corporation acting on behalf of BCLC.
Section 4.2
Sale of Tickets at Face Value
Lottery Retailers must sell all BCLC authorized products for the
price shown on the ticket, unless BCLC has authorized, in writing, the
sale of the product for a different established price.
Section 4.3
Charging Additional Fees
Lottery Retailers must not charge their customers any additional
fees relating to the sale or validation of the BCLC authorized lottery
products or Services. Fees related to the customer's use of debit or
credit cards for purchases, which may or may not include lottery, are at
the discretion of the Lottery Retailer.
Section 4.4
Selling Only BCLC Authorized Lottery Products
Lottery Retailers must refrain from selling or providing any lottery
products or Services other than those authorized by BCLC or GPEB.
Section 4.5
Customers Must be Present
The Lottery Retailer will not sell, validate or check tickets unless
in the physical presence of the customer.
Section 4.6
Watchdog Policy
If a Lottery Retailer exceeds the financial threshold limit on a
particular product, they may be prevented from selling that product for
a period of time as determined by the BCLC.
Section 4.7
Forgotten or Found Tickets
Lottery Retailers must report any lost or unattended lottery tickets
or Self Service Terminal (SST) vouchers to BCLC Hotline immediately by
calling 1-800-667-1649 or by using the online
form.
Lotto Express
Lottery Retailers that work within a Lotto Express location must
report any lost or unattended lottery tickets or SST vouchers to their
designated lottery support provider using the online
form.
Section 5 – Ticket Cancellations and Returns
Section 5.1 Altura Lottery Terminal
Ticket Cancellations
When cancelling a ticket printed from an Altura lottery terminal, the
ticket must be cancelled:
- On the same business day that it is printed;
- On the same lottery terminal that printed the ticket; and
- Before the draw, or first draw on an Advance Buy ticket, has taken place, with the exception of a Keno Advance Buy ticket.
Section 5.2 Lotto Express
Ticket Cancellations and Returns
Tickets from a Lotto Express Device CANNOT be cancelled once they
have been printed. Neither the Altura Lottery Terminal nor any Lotto
Express Device is able to cancel tickets printed from a Lotto Express
Device.
Lottery Retailers must return any damaged or “printed in error” Lotto Express ticket to BCLC in accordance with the procedure detailed below.
Section 5.2.1 Lotto Express Ticket Return Procedure
An online Lotto Express Ticket Return Form (TRF) is used to report
lost or left behind tickets and submit requests for refund for damaged
or refunded tickets, as follows:
To complete the online TRF:
- Go to https://bclc-comm.force.com/retailerhub/retailerinquiry to access the online TRF form.
- Follow the prompts and fill out the online TRF with all the required information to assist Lottery Support in processing the request.
- Once completed, select “Submit” and your request will be submitted to Lottery Support.
- Next, insert damaged, lost, refunded or left behind tickets, for which you have completed a TRF, into a BCLC supplied courier return package. Courier such packages, if you have ticket return requests, weekly.
- If you need assistance, call Lottery Support at 1-800-667-1649.
Section 5.3 No Credit on Expired
Tickets
BCLC will not issue credit on expired Scratch & Win tickets.
Lottery Retailers must return Scratch & Win tickets to BCLC prior to
the expiry date in order to be eligible for credit. Lottery Retailers
will have the opportunity to return tickets prior to their expiration
date during scheduled buyback campaigns conducted by BCLC.
Section 5.4 Damaged Shipments
Containing Tickets
The courier is in compliance when deliveries of a package or
packages, free of damage, are executed to the lottery retail location
where the name and address shown on the shipping label and manifest
match the physical location.
If upon delivery, it is determined that the package integrity is compromised, the Lottery Retailer, at their discretion, may accept or reject the delivery. On occasion, a package, or packages, may have been damaged during the shipping process to the point where books of tickets may be spilling out of the courier delivery envelope. In this circumstance, the delivery must be either accepted in its entirety or rejected in its entirety. Where books of tickets have possibly spilled out of the package, the Lottery Retailer must verify the actual books of tickets against the invoice prior to accepting the damaged package delivery.
If upon delivery, it is determined that there is any internal damage to the contents of the delivery package, the entire delivery must be rejected. Internal damage would be described as tickets being bent, with crushed corners, damaged latex and/or tickets becoming separated from their original cello package as provided by the printer.
Lottery Retailers must report all rejected deliveries to the Lottery Hotline at 1-800-667-1649 as soon as possible.
The responsibility to ensure correct procedure is followed is placed on the Lottery Retailer.
Section 6 - Ticket Validation and Prize Payout
Section 6.1
Signing of Tickets
The Lottery Retailer must check that a lottery ticket has been
signed before validating any lottery ticket. If a lottery ticket is not
signed, the Lottery Retailer is to return the ticket to the customer and
ask the customer to sign or print their name on the front or back.
Lottery Retailers are not to validate any ticket that is not signed
(this includes Scratch & Win tickets).
Section 6.2
Ticket Validation
Lottery tickets must be validated before a prize payment is made.
Approved procedures, as detailed below, must be followed when validating
any lottery ticket.
Online tickets and Scratch & Win tickets must be validated through an Altura lottery terminal. Retail locations that do not have an Altura lottery terminal are not permitted to validate or payout prizes for online tickets or Scratch & Win tickets.
Section
6.2.1 Online and Scratch & Win Ticket Validation Procedures
The Lottery Retailer must complete the following steps when
validating online tickets or Scratch & Win tickets:
- Check that the ticket is signed. Obtain the customer’s signature if
the ticket is not signed.
- Press VALIDATE on the Altura Lottery Terminal main screen and select
the type of lottery ticket to be validated (online or Scratch &
Win).
- Scan the ticket barcode or manually enter the ticket control number
using the Altura lottery terminal.
- Scratch & Win ticket barcode and control numbers are found under the latex, in the play area, of the ticket. If the final three-digits of the ticket control number cannot be read, contact the Lottery Support Hotline at 1-800-667-1649 for assistance. DO NOT GUESS THE CONTROL NUMBER.
- Press ENTER when the terminal reads the ticket barcode or once you
have manually entered ticket control number.
- Follow the payout procedures detailed within the Prize Payout Limit
table in Section 6.8.
- Casinos and Community Gaming Centre locations will continue to use the PROCESSED stamp to mark a winning ticket upon payment of the prize to the customer.
Section 6.3
Terminal Freeze and a Major Win
The lottery terminal will play a special winning jingle and
“freeze”, if a winning ticket with a prize of $10,000 or greater is
validated.
No other transactions may be processed until the Lottery Retailer completes the following items:
- Call the Major Win Hotline number at 1-866-649-1130. An agent will be available 24 hours a day, 7 days a week. The agent will ask to speak with the ticket holder and Lottery Retailer to obtain important information.
- Enter the five-digit activation code given by the agent to reactivate the terminal. Once the terminal is reactivated, a claim slip will print and the regular win tune will play once.
- Return the, signed, original winning ticket and claim slip back to the customer.
Section 6.4
Ticket Validation Difficulties and Terminal Freeze
Lottery Retailers must follow proper validation procedures. If the
Lottery Retailer encounters any difficulties when validating tickets,
the Lottery Retailer must contact Lottery Support Hotline at
1-800-667-1649.
Three (3) unsuccessful attempts to validate the same ticket, by manually entering the ticket control number, will result in an AUTOMATIC FREEZE of the terminal. The Lottery Retailer will be unable to sell or validate any lottery games until BCLC reactivates the terminal.
IMPORTANT: If the lottery terminal freezes, immediately call Lottery Support Hotline at 1-800-667-1649 for assistance.
Section 6.5 Pull Tab Ticket
Validation
Pull Tab tickets do not require an Altura lottery terminal to be
validated. Lottery retail locations that do not have an Altura lottery
terminal are permitted to validate Pull Tab tickets. Lottery Retailers
must pay all prizes, including the top prize level, of any Pull Tab
ticket sold at their lottery retail location.
Pull Tab tickets can only be validated:
- At the lottery retail location they are purchased from; and
- On the same day they are purchased.
Section 6.5.1 Pull Tab Ticket
Procedures
The following procedure must be completed when validating a Pull Tab
ticket:
- Confirm prize amount;
- Pay the customer the prize; and
- Deface the ticket once it has been paid.
Section 6.6
Prizes Paid in Cash
All lottery prizing must be paid in cash unless otherwise approved
by BCLC.
Section 6.7
Return of Tickets and Validation Slips
All lottery tickets and validation or claim slips must be returned
to the customer. This includes winning and non-winning
tickets.
Section 6.8
Prize Payout Limits
The table below outlines the prize payout limits and associated
procedures based on the five different categories of prize amounts.
Prize Amount | Payout Limits | Give to the Customer |
---|---|---|
Not a Winner |
|
|
$200.00 or less | Mandatory Prize Payment |
|
$200.01 - $2,000.00 | Optional Prize Payment | Retailer pays Prize:
|
$2,000.01 -$9999.99 | Do not pay - Advise customer to contact BCLC Customer
Service 1-866-815-0222 |
|
$10,000 or more | Do Not Pay – Lottery Terminal will freeze. Follow instructions
on screen and call the Major Win Hotline at 1-866-649-1130 |
|
Section 6.9
Self Service Terminal Voucher Validation
Many bars and pubs within B.C. have BCLC Self Service Terminals
(SST), where vouchers for lottery prizes are issued. Most of these SST
vouchers are redeemed in the bar or pub where they were issued; however,
some customers may ask the Lottery Retailer to pay out their SST
vouchers. These vouchers can be paid at any lottery retail location and
should be treated like winning tickets.
Validation payout levels for vouchers are the same as winning tickets. Once a voucher of $200.00 or less is validated, the Lottery Retailer must pay the prize and return it to the customer. For validations between $200.01 and $999.99, the Lottery Retailer may either pay the prize or return the voucher.
Section
6.9.1 Self Service Terminal Voucher Validation Procedures
To validate a SST voucher:
- Press the Validation button on the lottery terminal and scan the barcode
- In the event the bar code does not scan, press the Online button then enter the Control Number on the voucher using the validation keypad on the screen.
Section
6.9.2 Self Service Terminal Voucher Expiry
As of June 13, 2016, BCLC Self Service Terminal (SST) Vouchers are
not subject to expiry and may be redeemed as follows:
- SST Vouchers that were issued on or prior to October 27, 2013, do
not have an expiry date listed on the voucher. These SST
Vouchers can only be redeemed by mail or in-person through a BCLC
Corporate Office in Vancouver or Kamloops.
- SST Vouchers issued after October 27, 2013, and before June 13,
2016, have an expiry date listed on the voucher that is one year
from the date of issuance. These SST Vouchers are to be
redeemed in the following manner:
o If the date of redemption is on or before the listed expiry date, the SST Voucher can be redeemed at any retail lottery location.
o If the date of redemption is after the listed expiry date, the SST Voucher can only be redeemed by mail or in-person through a BCLC Corporate Office in Vancouver or Kamloops.
- SST Vouchers issued on or after June 13, 2016, do not have an expiry
date listed on the voucher and can be redeemed at any retail lottery
location and should be treated like winning tickets.
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Section 7 - Financial
Section 7.1 NSF Fees
In accordance with Article 4.5 of the Lottery Retailer Agreement
regarding BCLC administrative fees, retailers will be charged a $50
Non-Sufficient Fund (NSF) fee per NSF occurrence.
The NSF fee will be charged to the retailer via a manual adjustment to their bank account, which will be included in their next scheduled sweep.
Section 8 - Lottery Retailer Agreement Service Standard Remedies
BCLC will investigate and, where appropriate, apply certain remedies where Services provided by a Lottery Retailer fail to meet service standards under, or otherwise breach, the Lottery Retailer Agreement or Policies, or, the Lottery Retailer conduct harms or undermines:
- 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
BCLC’s Corporate Security is responsible for investigating and responding to integrity or security matters, including the investigation of alleged misconduct, fraud or other wrongdoing by Lottery Retailers.
Compliance
BCLC will apply the following guidelines in determining the appropriate remedies for service standard deficits or failures, breaches of the Lottery Retailer Agreement or Policies, and integrity or security incidents
Code | Confirmed Violation | 1st Occurrence (1st confirmed violation commences 12-month rolling period*) |
2nd Occurrence (within 12 month-rolling period) | 3rd Occurrence (within 12 month-rolling period) | 4th Occurrence (within 12 month-rolling period) |
---|---|---|---|---|---|
1 | Validation Issues Not Related To Fraud / Theft | Notification Email (from Investigations) | Warning Letter (from Investigations) |
Financial Remedy (14-day minimum) BCLC re-training required | Compliance Review; if review fails, then: Termination |
2 | Failure to Age Verify (ID25) | Notification Email (from Investigations) | Warning Letter (from Investigations) |
Financial Remedy (14-day minimum) BCLC re-training required | Termination |
3 | Playing At Own Location (CATT or Lotto App Violation) | Notification Email (from Investigations) | Warning Letter (from Investigations) |
Suspension | Termination |
4 | Payment Issues Not Related To Fraud / Theft | Warning Letter (from Investigations) |
Financial Remedy (14-day minimum) BCLC re-training required | Compliance Review; if review fails, then: Termination | N/A |
5 | Conduct Contrary to Public Interest or Harmful to BCLC's Integrity or Reputation | Warning Letter (from Investigations) |
Suspension (14-day minimum | Termination | N/A |
6 | Playing At Own Location | Warning Letter (from Investigations) |
Suspension (14-day minimum | Termination | N/A |
7 | Selling To Minors | Suspension (30-day minimum) | Termination | N/A | N/A |
8 | Fraud / Theft | Investigation and possible suspension and/or termination | N/A | N/A | N/A |
* This is a period of 12 consecutive months determined on a rolling basis with the period expiring 12 months after the occurrence of the 1st confirmed violation and a new 12-month rolling period beginning upon the occurrence of a new confirmed violation.