Enhancing the Prize Claim Procedures
AGLC’s Commitment to Players
The Alberta Gaming and Liquor Commission is confident in the
integrity of the Alberta lottery system, but we are always looking
at new ideas to help strengthen the prize claim processes and
procedures for players and retailers. A number of enhancements
are in place to protect players and help them play with confidence. Enhancements
1. Customer Display Units -
The WCLC has installed 19" customer display
units at every lottery retail location. The screens
face the player allowing them to see if the ticket is a “winner” or
a “non-winner” and
the exact amount of any prize won.
2. New Terminals - Accompanying the display
units are new terminals. Players hear a distinctive sound
whenever a winning ticket is checked signalling to the customer
that their ticket is a “winner.”
3. Ticket Checkers – All lottery
ticket retail locations have self-service ticket checkers
which will allow players to electronically check his or her own
4. Enhancing Consumer Education - Communication to players has been enhanced to make
more players aware of the simple steps they can take to ensure they receive the correct prize. Players
should always print their full name on the back of the ticket after purchase, check the winning numbers
themselves and make sure they receive the validation slip generated by the terminal when their ticket
is checked by a lottery retailer.
5. Enhancing Consumer Complaint Review - Complaint forms have been revised to ensure
that any consumer complaints are documented and reviewed appropriately. Consumers can also call WCLC
toll-free at 1-800-665-3313, and we will look into their concern.
6. Making Retailer Claims Tougher - Additional questions and review procedures have
been implemented for all current and future major prize claims made by a retailer.
7. Strengthening Retailer Training/Communication - Training and communication
to retailers has been strengthened to ensure proper procedures are followed when checking a player’s
ticket presented for prize payment.