All paid winning lottery tickets are now torn and then returned to you.   Read more

Western Canada Lottery Corporation (WCLC) is committed to further strengthening its prize claim processes and procedures for the benefit of all players on the Prairies and Territories.   A number of enhancements have been implemented, or are planned in the near future, to protect players and help them play with confidence.  These include:

1. Customer Display Units – WCLC has begun installing 19" customer display units at every lottery retail location.  The screens will 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 Ticket Terminals – Accompanying the introduction of the new display units are the new Ticket Terminals. The new terminals will play a distinctive sound whenever a winning ticket is checked signaling to the customer that their ticket is a “winner.”

3. Additional Ticket Checkers – All lottery retail locations will have self-service ticket checkers which enable a player to electronically check his or her own on-line/terminal generated ticket, prior to the ticket being validated by the Retailer.

4. Mandatory Validation Requirements – It is now mandatory that:

• Players print or sign their name on the back of their ticket before presenting the ticket for validation at retail. This ensures that the ticket cannot be cashed by any other person.
• Retailers return the Validation Slip to the customer for every ticket checked.  The Validation Slip is the official record of the transaction.
• Effective April 1, 2008, Retailers are to return all tickets to the customer after they are checked.  Paid winning tickets will be torn in two and given back to the player; all other tickets will be returned in one piece.

5. Enhanced 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.  These enhancements include ‘validation reminders’ on every on-line ticket, ‘ticket tips’ on frequently accessed website winning number pages and in Luck magazine, and additional validation information in assorted POS materials.

New terminal ticket stock with protection messages is being introduced into the network.  "Sign It, Check Your Numbers, and Get Your Validation Slip" are printed in red and run along one edge of the paper.  "Print name after Purchase" has been added to the back of the ticket and additional space in the "Name" section of the claim form has been added. 

6. Enhanced Consumer Complaint Review – Consumer concerns are investigated upon receipt with a follow-up response provided to the player. Complaint forms have been revised to ensure thorough documentation is maintained and formal sign-offs occur.  Players with concerns can contact WCLC at our toll-free number 1-800-665-3313, or by e-mailing us through the “Contact Us” section of this website.

7. Additional Review for Retailer Claims – All major prize claims are reviewed to ensure there are no irregularities.  Additional questions and review procedures have been implemented for all current and future Retailer prize claims of $1,001 or more.

8. Enhanced 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.

The measures above are designed to ensure that consumers can ‘play with confidence’ in the WCLC region.  Additional initiatives are planned and they will be added to this document as introduced.  In the meantime, WCLC reminds players that it's your ticket and there are simple steps that can be taken to ensure you receive the correct prize. 

• Print your full name (in ink) on the back of your ticket after purchase.  This prevents someone else from cashing your ticket.
• Check the winning numbers yourself after the draw either at a lottery retail location, on this website, through winning number lines or by calling our Corporate Communications staff at 1-800-665-3313.
• Use self-service ticket checkers, where available.
• Always make sure that you receive the Validation Slip generated by the terminal when your ticket is checked.

9. Project Status Chart - The WCLC 'Prize Claim Enhancement' Chart includes the enhancements above and a number of other initiatives under consideration.  The status for each enhancement is included and updates will be provided as known.

10. Ernst & Young Independent Reviews – In addition to development of the enhancements above, WCLC engaged the firm of Ernst & Young to conduct an independent review of the Corporation's internal prize payout processes this past February.  Their initial report was submitted to WCLC in mid May and it appears below.

The first Ernst & Young report was commissioned before the release of the recent Ontario and British Columbia Ombudsmen's reports.  In light of the findings in these reports, WCLC engaged Ernst & Young in late May to conduct a second review with a more in-depth focus.  The 'Terms of Engagement' for the second report will include reviews of: internal and external prize claim processes and procedures, past and present Retailer prize claim rates, consumer awareness and education programs, customer complaint handling procedures and Retailer management.  The firm will also review the consumer protection measures that have been implemented, or are planned for the immediate future, by WCLC.

The second Ernst & Young report has been completed. You can access WCLC’s introduction to the report and the report itself.  Internal and external prize claim processes and procedures, past and present Retailer prize claim rates, consumer awareness and education programs, customer complaint handling procedures and Retailer management were reviewed.  No evidence of wrongdoing was found and the WCLC’s consumer protection measures currently being introduced were deemed significant.   They made recommendations for additional procedural improvements, all of which are currently implemented or underway in the WCLC region.  Frequently Asked Questions regarding the report provide further information.

If you have questions about the WCLC prize claim enhancements or a complaint about the processing of your prize, please give our Corporate Communications department a call at 1-800-665-3313.  Thank you.