Last Updated: 02/08/2020
responsibility

Player Protection

PROTECTING THE INTEGRITY AND FAIRNESS OF CLG'S PRODUCTS AND GAMES IS A PRIORITY

CLG’s goal is to ensure the right prize goes to the right person, each time and every time. That's why CLG operating procedures for prizing are rigorous and carefully administered. Security, customer protection and customer service are core to the manner in which CLG manages this critical element of lotteries.

Concern for integrity extends, for example, to the complaint process, to privacy issues and to the provision of clear and concise information about winning/non-winning ticket status.

Lottery prize integrity is supported by state-of-the-art data analysis technology, including a database that maintains a record of all 15 billion lottery transactions since 1999 and key information about all individuals involved in the direct sale of lottery products. As a result, CLG's analytics team can quickly identify and investigate questionable activity.


Retailers
Did you know that retailers are prohibited from purchasing lottery tickets in their own stores?
Lottery retailers and the employees who sell and redeem lottery tickets are not allowed to purchase or redeem their own lottery tickets where they work. Instead, they must line up to pay and play, just like everyone else, but at a different OLG retailer.

Retailers who violate this policy face penalties that range from a seven-day suspension to the termination of their retailer agreement. There’s a retailer compliance program that includes escalating penalties. While OLG appreciates its retailer partners, their contract includes a ‘zero tolerance’ policy for fraud, theft or dishonest behaviour.

Retailers are required to return all tickets to customers, whether they’re winning tickets or non-winning tickets. The OLG Prize Centre tracks all wins of $1,000 and more, including those of retailers and Insiders. If OLG suspects any unusual retailer activity, this could lead to the suspension of a retailer’s lottery terminal.


PUBLIC AWARENESS
Did you know that OLG's ongoing public awareness campaign utilizes virtually all media, including television, radio, transit shelter ads, newspapers and Internet advertising -even video screens at retail locations and gaming sites?
And this website, of course. OLG's public awareness program has three objectives: 1) to increase awareness; 2) to change behaviour; and 3) to build public confidence. Whenever winning tickets of $5,000 or more are validated at a retail location, there is a notification sent to OLG's Support Centre which will immediately call the customer at the store. A New Language Line allows Customer Service Representatives to access interpreters who are able to assist callers in more than 150 languages. News releases of all Insider Wins for prizes of $10,000 or more, and, all lottery prize wins of $1,000 or more, are published on www.OLG.ca. News releases of all lottery wins of $10,000 or more by ‘insiders’ are posted on www.OLG.ca and publicized for 30 days before the prize is paid.


PRIVACY AND SECURITY
Did you know that before selling or validating a lottery ticket, retailers are required to ask for government issued photo ID from anyone who appears to be under the age of 25?
OLG has policies and procedures on how retailers should handle customers who look under 25 years of age. In addition, OLG provides software on lottery terminals that assists retailers in verifying different types of identification, and to properly interpret the age of the holder. To further support retailers, OLG provides training and documentation which gives guidance on handling young looking customers.

Signage is also posted in stores advising customers on both the 18+ age requirement to play lottery, and that retailers use ID25 as a tool to manage Age Control.


PUBLIC AWARENESS
Did you know that OLG's ongoing public awareness campaign utilizes virtually all media, including television, radio, transit shelter ads, newspapers and Internet advertising -even video screens at retail locations and gaming sites?
And this website, of course. OLG's public awareness program has three objectives: 1) to increase awareness; 2) to change behaviour; and 3) to build public confidence. Whenever winning tickets of $5,000 or more are validated at a retail location, there is a notification sent to OLG's Support Centre which will immediately call the customer at the store. A New Language Line allows Customer Service Representatives to access interpreters who are able to assist callers in more than 150 languages. News releases of all Insider Wins for prizes of $10,000 or more, and, all lottery prize wins of $1,000 or more, are published on www.OLG.ca. News releases of all lottery wins of $10,000 or more by ‘insiders’ are posted on www.OLG.ca and publicized for 30 days before the prize is paid.