Contents - Lotterywest

Transcription

Lotterywest Retail Manual
Contents
Contact us
A message from the Chief Executive Officer
Our help and guidance
About Lotterywest
Lotterywest Grants
Lotterywest Corporate Communications
Retailers’ Consultative Panel
Retailers and Responsible Play
1
3
4
5
6
7
8
9
1. The Agreement
1.1
Overview
General conditions
Management of our terminals
Changes to your business
Relocating a lottery outlet or Lottery Area
Selling your business
Application process
New lottery outlets
Other kinds of outlets
Complaints, problems and how to resolve them
1.1
1.2
1.6
1.7
1.8
1.10
1.13
1.15
1.17
1.18
2. Retailer Development
2.1
Overview
Lotteryworks
Learning and development events
Retailer Relationship Officers
2.1
2.2
2.3
2.5
3. Retail Image, Shopfit and Standards
3.1
Overview
Interim shopfit requirements
Shopfit approval and design of outlets
Shopfit components
Customer service standards
3.1
3.3
3.5
3.9
3.12
4. Marketing, POS and Promotions
4.1
Overview
Marketing
Point of sale (POS)
In-store promotions
4.1
4.3
4.4
4.6
5. The Games
5.1
Overview
Saturday Lotto
Monday and Wednesday Lotto
OZ Lotto
Powerball
Set for Life
Soccer Pools
Cash 3
5.1
5.2
5.4
5.6
5.8
5.10
5.12
5.14
Lotterywest – Retail Manual
1
Contents (cont)
Super66
Scratch’n’Win
Purchasing Lotto tickets
Syndicates
Lotto draws and results
Lotterywest Player’s Card
Lottery Rules
High value ticket monitoring
Customer payments, sales administration and restrictions
Scratch’n’Win stock
Managing a major prize winner in your outlet
5.16
5.18
5.19
5.22
5.23
5.25
5.26
5.27
5.28
5.31
5.33
6. Outlet Operations
6.1
Overview
The terminal
Settlement of lottery product accounts
Reporting
Customer Services
Retailer Supplies
6.1
6.2
6.6
6.7
6.9
6.10
7.Glossary
7.1
8.Appendices
8.1
8.2
8.3
8.4
8.6
8.15
2
A. Commission on sales plus fees and charges
B. Additional Contacts
C. Unclaimed Money Act 1990
D. Privacy Information
E. Crime Prevention
Contact us
Please contact Customer Services who will direct any enquiries you have for the following teams:
•Corporate Communications (including media enquiries)
•Grants
•Marketing
• Retail Distribution
•Retail Standards, Service and Support (shopfit enquiries)
• Retailer Learning and Development
• Retailer Relationship Team
• Retailer Supplies
• Retailer Support
Mailing Address:
Street Address: Telephone:
PO Box 1113 Osborne Park WA 6917
74 Walters Drive Osborne Park WA 6017
Metro 08 9340 5240
Country 1800 199 833
Email: Internet: contact@lotterywest.wa.gov.au
www.lotterywest.wa.gov.au
Customer Services Operating Hours
Monday – Friday
Saturday
Sunday Public Holidays 6.00 am – 9.00 pm
6.00 am – 7.00 pm
8.00 am – 7.00 pm
8.00 am – 7.00 pm
Terminal Operating Hours
Monday – Friday
Saturday
Sunday Public Holidays 6.00 am – 9.00 pm
6.00 am – 7.00 pm
8.00 am – 7.00 pm
8.00 am – 7.00 pm
1
A message from
the Chief Executive Officer
The Manual forms part of your Agreement with us
for operating the lottery component of your business.
Over time updates to sections of the Manual may
be made to reflect changes in our business.
While we hope it’s a helpful tool which will
answer most questions you may have about our
business relationship, please don’t hesitate to direct
additional questions or feedback to your Retailer
Relationship Officer.
Western Australia has one of the world’s
most successful and respected lotteries. That
success rests on the valuable partnership
between Lotterywest and the hundreds of
hard working small businesses who work on
the front line selling Lotterywest games.
Paul Andrew
Chief Executive Officer
It’s a partnership built on strong commercial principles,
mutual support and a clear understanding of our
business goals.
This Manual aims to provide you with an easy and
comprehensive reference point. It explains how our
partnership works in practice, details Lotterywest
business processes and standards, and highlights
the support services available to you.
3
Our help and guidance
The Lotterywest Retail Manual is a guide to
operating the lottery component of your
business.
It presents current operating procedures, business
management, customer service and retail
presentation standards that all retailers are required
to implement. The Manual outlines the support
services we offer all retailers and also interprets and
expands on retailers’ obligations under the
Agreement.
This Manual helps maintain consistent standards of
service, presentation and operation throughout the
Lotterywest retail network.
Making your life easier
We have made this document as practical and easy
to read as possible.
The aim is to give you:
A tool to help in the day to day operation of
your outlet
An easy summary of Lotterywest procedures and
standards for you and your staff
Information to refresh your knowledge and
understanding
A reference for contact numbers and email
addresses, and
A user-friendly guide to introduce new staff
to Lotterywest’s requirements and operating
procedures.
We appreciate your feedback on this document,
which we may update from time to time. Please do
not hesitate to contact us with comments
or questions.
4
This Manual should be read together with your
Agreement. It is divided into chapters which are listed
in the table of contents.
Your legal obligations
As a condition of your Agreement you are required to
comply with the standards, specifications and
operating procedures contained in this Manual and
any amendments, modifications and additions
issued by Lotterywest. Failure to do so may result in a
review of our contract arrangements and possible
suspension or termination of your Agreement.
In the event of any inconsistency between the
Agreement and this Manual, the Agreement has
precedence.
This Manual remains the property of Lotterywest. If
your Agreement with us ends for any reason, the
Manual and amendments must stay at the outlet or
be returned to Lotterywest if the outlet is no longer
operating.
Please also refer to the Lottery Rules issued
separately by Lotterywest for each of our
lottery games.
About Lotterywest
Lotterywest is the name behind the lottery games
enjoyed each week by thousands of Western
Australians.
Established as the Lotteries Commission in
1933, we remain one of the world’s oldest continually
operating lotteries, and one of the most successful.
For over 30 years the ‘Lotto Dream’ has been alive in
Western Australia. Today our products range from
Lotto-style games to Scratch’n’Win tickets and our own
State-based numbers game, Cash 3.
From the Lotto office syndicate to the birthday card
‘scratchie’, our games have become an important and
entertaining part of the culture and lifestyle of WA.
Lotterywest retailers
We distribute Authorised Lottery Products through a
network of over 500 retail outlets throughout the State.
Retailers are the most important link between
Lotterywest and our players. To maintain the
professionalism of our network, we have developed
standards and procedures to ensure that consistent
and world-class business practices are carried out in
every retail outlet.
The presentation and customer service standards
delivered by retailers and their staff are among
the most important expressions of Lotterywest in the
marketplace.
The presentation of an outlet and the customer
experience contribute to the success of the
lottery component of your business and to our
corporate reputation.
The Lotterywest brand
In 2003 the Lotteries Commission of Western Australia
launched Lotterywest, the new trading name and
brand for the Western Australian lottery.
Lotterywest presents a professional, fun and
entertaining image to customers. Contemporary, bright
and cheerful, our corporate brand uses the colours of
sun, sand and sea to reflect the WA landscape.
Lotterywest is also the brand that identifies our support
for the community. It reminds people that whenever
playing our games they are making a valuable
contribution to the development of Western Australia.
Australian lottery industry partnership
Lotterywest has been a member of the partnership
known as the Australian Lotteries Bloc since 1981.
This consortium of Australian Lotteries oversees the
operation of all Lotto games, Soccer Pools and
Super66. Decisions about the games we operate
jointly must be agreed by all members of the Bloc.
The other members of the Australian Lotteries Bloc are
Tatts Lotteries who hold the licence to operate a lottery
in Queensland, New South Wales, Victoria, Tasmania,
the Australian Capital Territory, Northern Territory and
South Australia.
With over 80% of WA lottery revenue coming from
these products, our national partnerships are crucial to
our long-term success.
Combined Lotto prize pools mean that players
can dream of winning prizes that will change
their lives.
5
Lotterywest Grants
Where the money goes
Western Australia as a whole benefits in many other
ways from the funds raised by your sales of lottery
products.
The biggest winner is the State’s heath service. 40%
of net subscriptions is provided to the Hospital Fund
held by Treasury for the State’s public hospitals and
health services.
There are other major winners.
5% of net subscriptions goes to support our State’s
arts organisations to deliver an exceptionally high
standard of creative initiatives to a wide range of
audiences.
Sporting and recreational associations and the WA
Institute of Sport also receive 5% of net subscriptions
per year.
Information about Lotterywest’s income, expenditure
and grant beneficiaries can be found in our latest
Annual Report at www.lotterywest.wa.gov.au/aboutus/publications.
The funds raised each year for the State’s health
services, arts and culture and sport and recreation
are allocated according to a formula outlined in the
Lotteries Commission Act. This formula is directly
linked to sales turnover so the higher our sales, the
higher the return to these beneficiaries.
Around 33 cents in every dollar spent on Lotterywest
products goes to support the Western Australian
community. Each year, Lotterywest supports
hundreds of community and charitable organisations
and local government authorities with direct grants.
These grants help meet many particular needs.
They may be for the most disadvantaged but may
also support activities which improve the quality of
life for us all.
These grants may be as simple as toys for a local
playgroup, for the purchase of ambulances, or
financial help for a community festival.
We encourage recipients of grants to acknowledge
and publicise Lotterywest help.
As a retailer you may be invited to the launch of a
Lotterywest-supported community project or cheque
presentation in your area. This is an excellent way to
meet people who may be your customers.
Information about grants is at Grants Central at
www.lotterywest.wa.gov.au/grants. This part of our
website not only tells about the grants process but
gives colourful stories about projects.
There are likely to be plenty of projects near you
which your customers will be delighted to know they
have played a role in supporting. Please call, email,
or visit our website to find out about Lotterywest help
for community organisations. Details are on the
contacts page.
Grants and community development
There is a further section of our Act which gives
Lotterywest the responsibility of distributing a
percentage of sales revenue, plus any other income
(including prizes not claimed after 12 months) directly
to eligible charitable and community groups and
local government authorities.
6
Lotterywest
Corporate Communications
Contact with the media
Lotterywest’s contact with the media, including
newspapers, magazines, radio, TV and online, is
managed by our Corporate Communications team.
We look for opportunities to gain publicity for
Lotterywest and lottery games. This often involves
organisations or projects supported by grants.
We issue a press release after every major Lotto
win and approach the media to generate interest.
We also draw their attention to events such as
forthcoming big draws and the launch of a
new game.
Occasionally we contact you to see if you would be
prepared to speak to the media in relation to a
winning ticket, or to help promote a major draw. On
these occasions, we will help you prepare for this
media activity.
Don’t hesitate to contact our Corporate
Communications team with any questions or
concerns relating to the media. Details are on the
contacts page.
7
The Retailers’ Consultative Panel was established a
number of years ago to give our retailers a formal
process to provide us with feedback and contribute
to our business planning.
The panel continues to play an important role in
contributing to marketing initiatives and giving
feedback on issues affecting retailers, and to ensure
that our business goals, standards and values
develop in partnership with all Lotterywest retailers.
Choosing the panel
All retailers are eligible to nominate for selection to
the panel. We will call for nominations towards the
end of each term and at least one current panel
member takes part in the selection process.
Members are selected to represent the diversity of
our network, including regional and metropolitan
areas, different sales performance categories and
business types. This enables practical contributions to
discussions of interests and issues faced by the
different kinds of outlets in our network.
For most of the panel, membership is for up to two
years. Two members of each panel are invited to stay
on for a second term to offer continuity for incoming
members.
Getting together
The whole panel meets regularly (usually every 8
weeks) but members may also participate in smaller
working groups to address specific issues.
8
Have your say
We welcome feedback and also encourage you to
contact panel members directly if there is a matter
you wish to be discussed at the next panel meeting.
For contact information, please refer to the Retail Link
website or the Link magazine.
Retailers and Responsible Play
Lotterywest games are designed to be a fun,
low-cost form of entertainment.
Our marketing and advertising is socially responsible,
reflecting the values of our organisation and
complies with required codes of conduct.
On each of our tactical communication pieces,
you will see the following ‘Play Responsibly’ message
supported by a website and phone number for
people wanting help or advice about their
playing habits.
Research shows that Western Australia has much
lower rates of problem gambling than other
Australian States which offer other forms of gambling
such as poker machines in hotels and licensed clubs.
Even so, we encourage our players to think about
their lottery purchases and spend only what they
can afford.
Lotterywest does not support the sale of Authorised
Lottery Products to people with known gambling
problems.
Lotterywest is committed, at the highest level, to
responsible play. In 2009 we received accreditation
through the World Lotteries Association’s (WLA)
Responsible Gaming Framework, outlining principles
relating to education, game design, marketing and
training to which Lotterywest subscribes.
Problem Gambling Support Services Committee
Representatives from Lotterywest, together with the
Gaming and Wagering Commission of Western
Australia and other members of the WA gambling
industry, form the Problem Gambling Support
Services Committee.
Members contribute on a voluntary basis to provide
support services for problem gamblers and
undertake research and public awareness
programs.
Centrecare’s service, Gambling Help WA, is partially
funded by Lotterywest and provides free counselling
for problem gamblers and their families.
The committee also funds a telephone helpline and
referral service, available 24 hours a day, seven days
a week.
The Problem Gambling Helpline
is available on 1800 858 858 or at
www.gamblinghelponline.org.au
The committee’s brochure and business cards are
available from Lotterywest. The brochure and
gambling help online website lists some signs and
patterns of behaviour that may indicate to a
customer a possible gambling problem.
Please read the brochure and keep a small supply
on display so they are available for customers. Stock
can be ordered from Retailer Supplies.
9
Retailers and Responsible Play (cont)
Selling to under-age customers
It is illegal to sell Authorised Lottery Products to
people under 16 years of age. This is in accordance
with the Lotteries Commission Act 1990 (as
amended).
Any retailer found to be knowingly supplying
Authorised Lottery Products to a person under 16
commits an offence under the Act and will be subject
to fines and penalties.
Retailers found to be knowingly selling our products
to people under 16 are in breach of their Agreement
and may face suspension or termination.
Junior staff members (under the age of 16) may sell
lottery products but may not purchase the games
themselves.
10
1. The Agreement
Overview
Lotterywest is a major State Government statutory authority
operating under the Lotteries Commission Act (1990) that
sells lottery products through a network of retail businesses
and online.
As a government enterprise and a business operating in the
commercial marketplace, we are obliged to comply with a
range of laws and government guidelines.
The Agreement clearly establishes the relationship between
Lotterywest and each member of our retail network. It is the
legally binding contract that specifies the obligations and
responsibilities that must be met by approved retailers and
by Lotterywest.
1
1. The Agreement
General conditions
All issues and queries regarding your
Agreement are managed through our
Retailer Support team.
The Agreement between Lotterywest and a
retailer is specific to the approved location of
the lottery outlet, the type of business, the
Lottery Area and person/s authorised to
operate the lottery outlet.
Disclosure
Our disclosure process provides anyone considering
buying a lottery outlet with all of the information they
need to make an informed decision about entering
into an Agreement with us.
All relevant documents are available on our
corporate website and any prospective retailers will
be directed to those documents as part of the
application process.
The Agreement is valid for a term of
20 years until 31 December 2031.
Business name
If you are considering selling your business,
the remaining term of your Agreement will
be assigned to the purchaser subject to our
approval.
Your business name is an important part of the
public image and profile of your outlet. If you wish to
change the name of your business, please ensure
you obtain our approval.
Information on our application process is
given later in this chapter.
You will require written authority from Lotterywest
prior to submitting an application to register a
business name that incorporates references to
lottery-related terminology. Without this, the
Australian Securities and Investments Commission
(ASIC) will not register or issue the certificate for the
registration of the business name.
Term of the Agreement
The Agreement term starts on the date specified
in the Schedule to your Agreement and runs until
31 December 2031.
Unless there is a specific reason for a review
of the Agreement at any five year anniversary
of the commencement date, the Agreement
will continue without notice through to
31 December 2031.
We will advise you about any review of the
Agreement well in advance.
If you sell your business, or there is any assignment
of the Agreement, a new Agreement will be issued
with a new commencement date specified in the
Schedule. The remaining term of the Agreement to
31 December 2031 is also assigned in this process.
By 31 December 2025 we will confirm arrangements
regarding the next Agreement to be introduced
following the end date of the current Agreement.
2
You need to know that we will not, for example,
approve a business name that includes the words
‘Lotterywest’ or ‘Lotto’, but you can include the terms
‘Lotteries’ or ‘Lottery Centre’.
Following approval you are required to give
us a copy of the registration of the new business
name so we can update our records. You must
deregister a business name that includes lottery
terminology if:
You decide to sell your business and the
purchaser does not intend to operate under the
current business name, or
Your Agreement is terminated.
1. The Agreement
General conditions (cont)
You must obtain our written approval to register
a business name for your outlet if it incorporates
any reference to Lotterywest’s brands, trademarks
or logos.
Primary business
The primary business is the main category of
business carried out within a retail premises.
The most common forms of primary business
operating in our network are newsagencies, kiosks
and pharmacies. We will take into consideration the
primary business of your outlet as part of the
application process.
The primary business is included in the Schedule to
the Agreement. You must seek approval in writing if
you plan to alter substantially the nature of your
primary business.
Trading hours
The trading hours are the times and days that
you have agreed to have the lottery outlet open
for business. These times are included in the
Schedule to the Agreement and take into
account:
Terminal operating hours
Players’ needs and expectations, and
High sales performance days.
ny changes you wish to make need to be approved
A
by us.
Terminal operating hours
We reserve the right to refuse a primary business
type or terminate an Agreement if we believe it is not
compatible or consistent with our business or
position in the community.
Terminal operating hours are on the contacts page
and may vary on public holidays. We consult
government authorities to determine the changes to
our operating hours.
Floor plans and the Lottery Area
We will notify you in advance of any changes to our
hours of operation or terminal operating hours, so
you can make the appropriate arrangements at
your outlet.
A current floor plan approved by us that specifies the
area of the outlet allocated for the conduct of
Lotteries will be kept on record to ensure compliance
with the Agreement Terms and Conditions.
The floor plan is provided by you and must clearly
define all aspects of the Lottery Area. Floor plan
requirements will be provided at the time we issue
our approval of an application to purchase, relocate
or establish a lottery outlet.
If you alter your shopfit layout you will be required to
submit a revised floor plan.
3
1. The Agreement
Bank guarantee
Under the terms of the Agreement, you may be
required to provide a continuous and irrevocable
bank guarantee in favour of Lotterywest.
The guarantee covers the moneys you collect from
the sale of our products and temporarily hold in trust
for us and ensures fulfilment of your obligations
under the terms of the Agreement in relation to
these moneys.
The definition of holding money ‘in trust’ is money
held by one party for the benefit of another.
A bank guarantee is required from incoming retailers
when purchasing a business or establishing a new
outlet. We calculate the amount of the bank
guarantee, which in most instances will be equal to
the value of one week’s average lottery product
sales, calculated over a 52-week period.
There may be circumstances where a higher value
guarantee may be required. For example, if you do
not reside permanently in Australia we may require a
guarantee equal to the value of two weeks average
lottery product sales.
We will only accept bank guarantees issued by an
Australian institution with at least one office in
Western Australia.
If you fail to meet your financial obligations we may
request a full or partial draw down payment against
the bank guarantee.
When you sell your business, and once we are
satisfied that all of your financial obligations have
been met, we will arrange for release of the bank
guarantee with your financial institution.
Bank guarantee review
We may from time to time review the value of the
guarantee to determine whether an adjustment is
required.
4
We will notify you in writing of the value of the
replacement or additional guarantee and the date by
which you need to submit the new guarantee. It is
your responsibility to provide a replacement or
additional guarantee within the specified timeframes.
Leasing
A condition of approval to enter into an Agreement
with us is evidence of a lease for a minimum of 12
months (this is not applicable if you own the freehold
to the premises you operate the lottery outlet from).
Please let us know about any changes to your
leasing arrangements, including circumstances
where your lease is not renewed or you are on
a monthly tenancy arrangement.
If you are experiencing difficulties with lease
negotiations, we can help by:
Giving details of lease negotiators who may
be able to assist you
Communicating in writing our requirements in
relation to the lottery outlet with the leasing agent
and/or centre management. We will also attend
meetings if necessary, and
Considering any proposal to relocate your outlet,
including to those locations identified on the Retail
Distribution Plan.
Insurance
Lotterywest complies with the Department of
Treasury’s policies on the indemnity and insurance of
our service providers. In this context members of our
retail network are deemed to be service providers.
1. The Agreement
Under the department guidelines, Lotterywest has no
authority to waive indemnity requirements or to
contribute to the insurance premiums of our
providers.
There are a number of insurances that must
be taken out by Lotterywest and all retailers. In
order to protect yourselves, your business and
your outlet, you may need to take out additional
insurance to cover:
Any loss, damage or theft of equipment, furniture,
point of sale (POS) items and fittings provided by
Lotterywest
Any loss or theft of cash generated from the sale
of Authorised Lottery Products
Any loss or theft of Scratch’n’Win tickets
against any claim arising from errors or omissions
made by you and/or your staff in relation to selling
lottery products, all retailers must take out an equal
share in a Professional Indemnity Insurance Policy.
This policy is arranged by Lotterywest in consultation
with the Retailers’ Consultative Panel on behalf of the
retail network.
Arranging a policy for the entire network, rather than
individually, reduces the cost of professional
indemnity insurance for each retailer. You would
have to pay a far greater premium for an individual
insurance policy offering the same level of coverage.
The policy gives assurance to both parties. Retailers
are able to satisfy claims from players that arise from
errors or omissions made at their outlet. Lotterywest
is assured that all retailers are covered for any claims
made as a result of actions of retailers and their staff.
Public Liability, and
Level of coverage
Workers’ Compensation.
In consultation with the Retailers’ Consultative Panel,
we determine the level of Professional Indemnity
Insurance required on a yearly basis.
The level of cover needed for the loss or theft of cash
and Scratch’n’Win tickets must be based on the
normal volume of trade at your outlet.
You must notify us of any claim made or paid out
against damage to items provided by Lotterywest.
Lotterywest terminals
Lotterywest terminals remain our property and are
therefore insured by us. You must notify Customer
Services of any loss of or damage to terminals.
Once the premiums have been confirmed, we make
the payment on behalf of the retail network. This cost
is then recovered over a 52 week period as a weekly
debit from your trading account. Each retailer pays
an equal contribution to the premium costs
regardless of the level of lottery product sales.
We will inform you in writing of the new premium
each year and the weekly debit amount once the
insurance policy is finalised. This usually occurs in
December.
Professional Indemnity Insurance
To mitigate the risk to both retailers and Lotterywest,
and to indemnify Lotterywest
5
1. The Agreement
Management of our terminals
All terminals remain the property of
Lotterywest and must be managed
according to the guidelines in this Manual
and any other instructions we may issue.
Under the terms of the Agreement, retailers
are entitled to operate with at least one
terminal at the approved lottery outlet.
The gaming terminals are scheduled to be replaced
and as a result, we will not be issuing retailers with
additional terminals at this time.
We are currently reviewing performance of all
terminals to determine the allocation of the new
technology to retailers.
Once this criteria has been defined, we will let you
know the process and requirements to qualify for
an additional terminal.
6
1. The Agreement
Changes to your business
You must inform us in writing of any planned
changes to your business that will affect your
Agreement with us. Some examples of changes
where approval is required include changes to:
Ownership or control of the business or outlet
Legal structure or business entity
Relocation of the Lotterywest terminal (internal) or
alterations which may affect your Lottery Area
(including external signage)
Relocation of the lottery outlet (external)
Trading hours
Primary business type, and
Business name.
You must also inform us in writing of changes to your
contact or manager details and give at least 30 days
notice of any of the above changes.
Agreement variation
A letter of variation will be issued if the information
you have provided in the Schedule to the Agreement
changes.
In the event of a legal entity change we will give
incoming parties details of the Agreement Terms and
Conditions and associated documentation. This
ensures they are fully informed before joining our
network and becoming a retailer.
7
1. The Agreement
Relocating a lottery outlet or Lottery Area
The Agreement permits you to operate the
lottery outlet in an approved location and to
sell our lottery products from the agreed
Lottery Area. If you wish to relocate the
lottery outlet or the Lottery Area, either
temporarily or permanently, you must have
our approval.
A request to relocate must be submitted to
us in writing at least 60 days before you
propose to move.
Relocating the lottery outlet
Relocations will be approved only in certain
circumstances such as where:
The new site is in a more prominent retail position
within the same immediate trading area. This
could be within the same shopping centre or strip
of shops
The new location meets our selection criteria,
standards and requirements, and
Permanent relocation
If you are considering relocating your lottery
outlet you must:
Complete a Relocation Request form, available
from the Retail Distribution team
Include photographs of your current outlet
and your proposed relocation site, and provide
a plan of the shopping centre (if applicable)
or precinct
Provide evidence of a lease, offer to lease or
freehold for the new premises. The lease must
have a minimum period of 12 months from the
proposed date of relocation, and
Provide any other documentation we request
to assess your proposal.
Approval
Following an assessment of your proposal, we will
inform you in writing if your request has been
approved and advise you of any conditions.
You can demonstrate that the new location gives
the opportunity to improve on the average weekly
sales turnover attained over the past 12 months
at the current location.
We can arrange to relocate the data communication
service for the Lotterywest terminal. If you are located
in a shopping centre you may be able to use your
own or the centre’s electrical contractor. You are
responsible for all electrical and service provider
costs associated with the relocation of this service.
For information on our current relocation policy and
how it applies to your circumstances, please contact
our Retail Distribution team.
You will be required to submit shopfit plans and floor
plans for the new location. These must comply with
the specifications in the Lotterywest Retail Image and
Shopfit Manual.
A relocation application fee will apply following
approval. Please refer to Appendix A, Schedule of
fees and charges.
The Lotterywest shopfit must be installed to our
satisfaction before you begin trade at the new
location.
You are responsible for the cost and for ensuring that
the vacated premises are debranded of all items that
promote Lotterywest and our products.
8
1. The Agreement
Relocating a lottery outlet or Lottery Area (cont)
Temporary relocation
There may be circumstances where you are required
to temporarily relocate your lottery outlet, such as the
renovation of premises or shopping centre
redevelopments.
Temporary relocations also need to be approved by
us. Please contact our Retail Distribution team to
discuss your circumstances.
If your proposal requires alterations to your shopfit,
our Retail Standards, Service and Support team will
guide you through our requirements. Your shopfit
plan must be submitted for our approval.
The Retail Image must comply with specifications in
the Lotterywest Retail Image and Shopfit Manual. This
is available from the Retail Standards, Service and
Support team.
Relocation outside the immediate
trading precinct
There are a number of circumstances that you or
a potential purchaser can submit a proposal to
relocate to a location identified on our Retail
Distribution Plan.
These may include:
Your business is in an area adequately serviced
with lottery outlets and a new retail development
may offer you better opportunities, or
You need to consider relocation as a result of
lease conditions at your current location.
Please contact our Retail Distribution team for
further details.
Relocating the Lottery Area
Please discuss your proposal to relocate the Lottery
Area with your Retailer Relationship Officer. This
change may affect customer access and sales
opportunities so you need to be sure that relocating
is beneficial.
In order to formalise your request and seek our
approval to relocate, you must submit a floor plan
reflecting the change to the Lottery Area with a
covering letter stating the reason for your request.
9
1. The Agreement
Selling your business
You must let us know if you are selling your
business. The purchaser of your business
must be approved by us and comply with all
requirements of our application process
before the remaining term of the Agreement
can be assigned to them.
Settlement
The purchaser’s Agreement will come into effect on
the Sunday following settlement of the sale of your
business. Your Agreement will terminate at close of
business on the Saturday following settlement.
The date the purchaser assumes control of the
lottery component of the business and begins
trade as an approved Lotterywest retailer.
The process of settlement has two components:
The settlement date of the sale of a business,
when the purchaser pays moneys to the
vendor, and
You and the purchaser need to be aware
of these points:
We will not take part in any negotiations on
the sale of your business. This is your business
decision and you remain entirely responsible
for it
We will not give information on the turnover
of any lottery outlet to anyone other than the
current retailer. We do not disclose confidential
information to prospective retailers or their
representatives
All information on the sale of Authorised Lottery
Products from your outlet is available on the Retail
Link website, and
We require a minimum of 30 working days
(approximately six weeks) to process a fully
completed application from the purchaser.
Once we have received and approved an
application from the purchaser of your business
we will formally advise you of your responsibilities
in relation to the sale.
These include:
Completion of a Vendor’s Notification Form which
confirms the sale of the business, provides a
forwarding address following settlement and
details for the release of the bank guarantee (if
applicable)
Completion of a Lottery Authority Settlement of
Money Guarantee*. This authorises the party
acting on your behalf at settlement to retain
moneys owing to Lotterywest at settlement, and
Important information for finalising syndicates and
settlement of Scratch’n’Win products.
*If you are administering the settlement of your
business yourself we will advise you of our
requirements in relation to the moneys owing
to Lotterywest.
10
1. The Agreement
Selling your business (cont)
Vendor’s checklist
Other matters for you to consider as part of the sale and settlement of your business are:
The settlement date for the sale of the business generally occurs on a Friday
Your Agreement with us concludes at close of business on the Saturday following settlement
You are responsible for all transactions during the week of settlement, up to the close of business on the
last day of trading and termination of your Agreement
If you have produced any syndicates through the terminal which have unsold shares remaining as at close
of business on your last day of trade, the cost of these shares will be your responsibility
All records and moneys for unclaimed prizes associated with manual syndicates (ceased 30 June 2012)
must be given to the purchaser to administer. As prizes won on this type of syndicate do not have an expiry
date, any unclaimed prizes for past syndicate shares must be paid by the retailer on presentation of the
syndicate share ticket
We will notify your agent in the week of settlement of an estimated amount of money to be retained at
settlement. This estimate will be based on your average weekly lottery product sales and will take into
account sales projections for Superdraws and jackpots occurring in the week of settlement and will include
any outstanding moneys owed to Lotterywest
We require payment of all outstanding moneys at settlement
We will advise your settlement agent of the exact amount owed to Lotterywest on the Tuesday following
settlement. This amount will include any moneys owed from unsold syndicate shares
If there is a difference between the estimate and the actual amount owed, and a credit is due to you,
it will be the settlement agent’s responsibility to reimburse that credit amount
Your nominated bank account must remain open for at least two weeks following the change in ownership
If applicable, arrangements will be made to release the bank guarantee and return this document to your
financial institution once all outstanding moneys have been cleared and accounts have been reconciled.
This generally takes about two weeks, and
Your access to the Lotterywest terminal and Retail Link website will cease at close of business on the
Saturday following settlement. A new retailer identification number will be issued to the purchaser, which
is effective from Sunday morning.
11
1. The Agreement
Selling your business (cont)
Private sale
If you are not using a settlement agent and are handling the sale of your business yourself, we will advise you
of the amount to be paid to Lotterywest before settlement.
Purchaser checklist
The purchaser should consider the following points as part of the sale and settlement of
the business:
The person or legal entity buying your business can download an application pack from our website.
The completed application form, fee and documentation which includes a copy of the signed contract of
sale and business plan must be sent to us at least 30 working days (approximately six weeks) before the
proposed settlement date
The purchaser is required to attend an interview. Soon after this meeting we will advise the purchaser
on the status of their application, and
If approved, we will issue formal notification to the purchaser detailing the conditions that must be fulfilled
before settlement.
12
1. The Agreement
Application process
New and existing retailers wishing to buy
an existing Lotterywest outlet must submit
an application with supporting
documentation.
Our application pack comprises an application
form, business plan template and overview of
the application process. It also has a list of
documentation that must accompany the
application, such as a copy of the contract of
sale, finance approval (if applicable), evidence
of lease (for a minimum of 12 months) and legal
entity structure.
A complete application must be submitted with
all documentation and application fee at least 30
working days (approximately six weeks) before the
proposed settlement date. Please refer to Appendix
A for fees and charges.
We will not begin the application process until all
required documents and fees have been received.
Settlement may be delayed if an incomplete
application is submitted.
The business plan provides the purchaser
with the opportunity to:
Complete thorough research and due diligence
for the business being purchased
Consider whether the business will meet financial
and personal goals
Develop business management processes,
and
Develop strategies for business growth.
The business plan is a key requirement for us to
assess the business management skills of a
prospective retailer. It is also the benchmark for
planning, helping us determine the purchaser’s
capacity to contribute to our business goals and be
our public representative.
The business plan is a working document for:
Reviewing progress of the business
Stage 1 – Application
Application form
The information from this form will be used
throughout our business relationship in reference to
the lottery outlet.
Tracking growth
Measuring the success of strategies used
Setting targets, and
Assisting with future business planning.
Business plan
The decision to enter into an Agreement needs to be
considered carefully by both the retailer and
Lotterywest.
13
1. The Agreement
Application process
Stage 2 – The interview
Stage 3 – Approval
Once we have received an application meeting our
requirements, the prospective retailer will be invited
to an interview to discuss their business plans.
We issue formal approval to successful applicants,
conditional upon their meeting business
requirements prior to settlement.
The topics that the interview focuses on are:
These include:
Plans for the future of the business being
purchased
Formal acceptance of the Terms and Conditions
of the Agreement with Lotterywest
Learning about the applicant’s business
experience
Successful completion of our ‘Manage a
Lottery Outlet’ training program
Assessing the applicant’s capacity to interact with
our players
Submission of all documentation such as bank
guarantee and assignment of lease
Lotterywest’s corporate values and our community
role, and
Submission of a completed Direct Debit Request
Service Agreement form enabling us to
debit/credit the retailer’s bank account
The expectations we have of retailers.
The interview gives prospective retailers an
opportunity to ask about the operations of a lottery
outlet and the kind of support they can expect from
Lotterywest.
Interviews are usually at our Head Office in Walters
Drive, Osborne Park. Other arrangements may be
made for applicants in regional areas who cannot
travel to Perth.
14
Submission of a completed Recipient Created
Tax Invoice (RCTI) form which enables us to provide
GST calculations for lottery transactions, and
Compliance with any other conditions of
appointment outlined in our letter of approval.
Non-approval
There may be reasons why a purchaser does not
meet the criteria to become a Lotterywest retailer. We
give formal notification if an application is not
approved and in most instances offer the opportunity
to re-apply.
1. The Agreement
New lottery outlets
The decision to establish new outlets in our
network is important for the growth of our
business.
Every year we conduct a Statewide review to ensure
we are represented in areas of population growth
and locations that will optimise sales opportunities.
We also consider any changes in retail developments
and the needs and expectations of our customers.
We collect information from local government
authorities and other planning bodies in relation to
approved developments, or proposed developments
still under consideration.
In most instances, new outlets are established at
locations in new or expanded shopping centres
where a high level of pedestrian traffic can be
expected.
Each year we publish a Retail Distribution Plan that
details the locations identified for the establishment
of lottery outlets during the following 12 months. The
Retail Distribution Plan also gives an overview of our
assessment process.
We notify all retailers when the plan is available and
you can access a copy on our corporate and Retail
Link websites.
We may at times need to review our Retail
Distribution Plan during the year in response to
information not available at the time of initial
publication. We will advise all retailers of any
changes.
Please contact our Retail Distribution team if you
have any questions or want to know if we have a
particular location under consideration for the future.
Signing to accept the Terms and Conditions of the
Agreement and becoming a Lotterywest retailer
indicates that you have understood and accept that
we have absolute discretion as to the number, type
and geographical location of our outlets and
distribution methods we use to sell our products.
Establishing a new outlet
The Retail Distribution Plan details when we plan to
advertise for expressions of interest to establish a
new outlet at an identified location.
We place an advertisement in The West Australian
newspaper and, if the location is in the country, local
community newspapers. Expressions of interest will
be accepted only from those who can provide written
evidence of freehold, an offer to lease or lease at the
advertised location.
Lease arrangements are negotiated between the
leasing agent and prospective tenants. We are not
involved in this process.
Before advertising for expressions of interest, we
notify all retailers.
At the time of advertising, an Expression of Interest
pack will be made available on our corporate
website.
We may receive one or more submissions in
response to our advertisement. Following our
evaluation of all submissions received, short-listed
respondents will be invited to attend an interview.
Following the interview and associated assessments
the successful respondent will be invited to complete
a formal application to establish the lottery outlet.
Please refer to Appendix A for fees associated with
applying for and establishing a lottery outlet.
15
1. The Agreement
New lottery outlets (cont)
Moving to a location on the Retail
Distribution Plan
We will consider proposals from retailers who
wish to relocate, or sell their business for
relocation, to a location listed on our Retail
Distribution Plan, under these circumstances:
Your business is in an area adequately serviced
by lottery outlets and sales at your lottery outlet
are low
We have indicated on our Retail Distribution
Plan that we will establish the lottery outlet at
the new location only by relocating an existing
lottery outlet from within the immediate trading
precinct, or
You need to consider relocation as a result of lease
conditions at your current location.
Assessment of a relocation proposal may take up
to 60 days and is subject to our approval. Please
contact our Retail Distribution team for details.
16
1. The Agreement
Other kinds of outlets
Community Service Outlets
Scratch’n’Win outlets
Our retail network includes a number of
outlets in rural and remote areas of the
State for the purpose of providing a service
to the local community.
A Scratch’n’Win outlet is authorised to sell and pay
prizes only for Scratch’n’Win tickets. We currently have
a small network of Scratch’n’Win outlets, however we
no longer establish new ones and have no plans to
expand this part of our network.
We consider the establishment of Community Service
Outlets as part of our annual review. A location will
be identified only if it meets our Community Service
Outlet policy criteria. Details are on our corporate
website.
These outlets are not connected to our gaming
system, so the retailer cannot activate instant tickets
and process prize payments at the outlet in the way
other retailers do.
New locations identified under this policy will be on
our Retail Distribution Plan. The process for
establishing a Community Service Outlet is the same
as for all new lottery outlets.
Please refer to Appendix A for fees associated with
applying for and establishing this type of outlet.
Country Depots
Country Depots and Sub-depots are responsible for
the storage, delivery and return of Lotterywest
terminals and replacement parts for lottery outlets
within their region.
Payout centre
We currently operate a payout centre, other than
from Lotterywest, located at Doogues Lucky Lotteries,
Murray Street Mall, Perth.
Doogues Lucky Lotteries is authorised to pay out
prizes excluding Division 1 and Scratch’n’Win top
prizes that must be claimed from Lotterywest.
Please contact Doogues Lucky Lotteries for
information on their payout hours.
Regional retailers needing this sort of help should call
Customer Services, who will determine the hardware
required and contact the closest Country Depot.
Please refer to the Outlet Operations section of this
Manual for details on the services offered by
Customer Services.
If you are invited to become a Country Depot, or if
you purchase a business which is currently a Country
Depot, we will provide you with training and
information regarding your responsibilities.
17
1. The Agreement
Complaints, problems and how to resolve them
Lotterywest has established a business
relationship with each member of our retail
network. This relationship is formalised by
the Agreement and associated documents.
Please contact Customer Services if you have a
complaint about any aspect of Lotterywest. We will
record your complaint and deal with it at the time or,
if necessary, forward your complaint to the
appropriate area.
If a contractual issue arises which could negatively
impact the lottery component of your business, check
the Terms and Conditions of your Agreement or this
Manual. It may help you determine the best course
of action.
If a situation occurs that you believe cannot be easily
resolved through verbal negotiations with us, you
can write to the Manager, Retail Distribution and
Operations.
Following investigation, which may involve contacting
you to discuss your concerns, we will respond in
writing. Most issues are resolved at this stage and no
further action will be required.
If the matter is not resolved, we may organise a
meeting with you and senior members of Lotterywest
staff.
For any issues that cannot be resolved using
this process, retailers may refer the matter to
the Ombudsman of Western Australia at
http://www.ombudsman.wa.gov.au
18
Suspension and termination of the
lottery outlet
The circumstances that would cause us to suspend
and/or terminate a lottery outlet are listed under the
Agreement Terms and Conditions clause 10 –
Termination of Agreement and clause 11 –
Suspension of Operations of the lottery outlet.
If the situation is caused by a breach, we will provide
at least 30 days written notice to you to remedy the
breach before we suspend the lottery outlet or
terminate the Agreement. However, in some
circumstances the suspension of the lottery outlet
may be immediate, for example if the breach
involves you not meeting financial obligations.
If we suspend the operation of the lottery outlet the
terminal will be suspended on our gaming system.
This means you must cease selling and processing
entries in a lottery and paying prizes. Lotterywest is
not liable for any loss or damage resulting from the
suspension.
If a breach is serious and we determine that your
Agreement must be terminated, this decision is final
and not subject to appeal.
If you wish to terminate your Agreement please send
written notification to the Manager, Retailer
Operations.
If your Agreement has been suspended for
90 days and you have not rectified the breach,
Lotterywest will bring the Agreement to an end by
sending you a Notice of Termination.
Overview
We are committed to giving our retailers the best possible training
and development opportunities.
We have a team of Retailer Training Officers, a dedicated training
facility and programs to ensure that you and your staff have the
knowledge and skills to run the lottery component of your business.
The following section gives you more information on the various
learning and development events we offer.
1
Lotteryworks
Image
A range of initiatives to assist you to
best present your business, enhance
the player experience in your retail
outlet and represent the Lotterywest brand.
Lotteryworks is a program to help retailers
develop their business and maximise sales
of our products. We recognise that our
retailers are seeking a range of activities
and initiatives to meet the challenges of
today’s retail environment.
Lotteryworks aims to improve profitability
and continue the success of our main
distribution channel through the following
program areas.
Rewards
An opportunity for you and your team
to earn a wide ranging mix of incentives
and acknowledgements for high level
business performance and business improvements.
Development
A range of initiatives designed
to enhance your business skills
and knowledge, promote best practice
retailer business operations and maximise your
trading results.
2
For more information, please refer to the Lotteryworks
section of the Retail Link website or contact the
Retailer Development team.
Learning and development events
Our Retailer Professional Development
program offers courses for owners,
managers and staff.
We also offer the opportunity to obtain a Diploma of
Retail Management. This is delivered by the
Australian Retailers Association (ARA). The subjects
include managing sales performance, strategic
planning, retail financial planning, industrial relations,
merchandise presentation, range planning and
marketing.
The Retailer Learning and Development team also
offers a comprehensive range of initiatives to
improve business skills and knowledge.
Skills development for retail staff
Our ‘Work in a Lottery Outlet’ course prepares your
staff to operate the CORONIS terminal. The two-day
program covers terminal operations, selling skills
and product knowledge. We recommend it to all
CORONIS terminal operators.
Details are available on the Retail Link website or you
can contact our Retailer Learning and Development
team.
Special training is also provided to help you prepare
for key upgrades to our systems, including significant
software enhancements or game changes.
Retailer development sessions are a valuable
opportunity to network with other retailers as well as
keeping you up to date with retail trends and industry
developments.
e-Learning
Speakers may include:
Lotterywest staff
Retailers with specialist knowledge
Industry experts, or
We offer some of our training programs via our
Lotterywest training site. The site is a fast and
convenient way for you and your staff to enrol in
our programs, complete e-Learning courses and
view training records.
e-Learning will enable you to complete these
courses anytime, where and when it is most
convenient for you.
Training consultants delivering nationally
recognised retail expertise.
Customised training
Professional development for owners
and managers
Our team can work with individual retailers to identify
training needs and develop programs to meet your
team’s specific requirements. We may also conduct
training after hours, either at Lotterywest or, at your
outlet.
The ‘Manage a Lottery Outlet’ course must be
completed by all prospective owners / managers
intending to work in the store, before commencing
trade as a Lotterywest retailer.
The four-day program includes: managing a lottery
business, CORONIS terminal operation, interpreting
reports, protecting your store from loss, business
development and developing in-store marketing
programs.
Regional Training Locations
Kalgoorlie
Bunbury / Busselton
Geraldton
Albany
3
Learning and development events (cont)
Other learning opportunities
We also conduct workshops and development events
throughout the year to support you in the ongoing
development of your business. Please refer to
InTouch for details of upcoming workshops and
events.
Resources
Through our relationship with the Chamber of
Commerce and Industry of WA (CCIWA), we give
retailers complimentary membership and access to
CCIWA services, including employee relations advice
and business expertise.
If you would like to discuss your store development
requirements or would like any additional
information about Lotteryworks or retailer training,
please contact our Retailer Learning and
Development team.
4
Retailer Relationship Officers
Our Retailer Relationship Officers (RRO’s)
work directly with retailers and their staff,
offering advice and assistance on products,
business development, point of sale and
merchandising.
They spend most of their time in the field,
visiting Lotterywest outlets in their
designated territories. All information and
feedback gathered is reported back to
Lotterywest to improve the performance of
our network.
You will usually meet your RRO at the end of your
initial training program. Your RRO will establish a
call cycle with you and arrange visits.
Visiting you on site enables your RRO to tailor their
service and advice to the particular needs of your
outlet. They will also direct you to the relevant
member of the Lotterywest team as required.
Each RRO is allocated a geographical area
that covers a number of Lotterywest outlets
and they are there to offer support by:
Helping you grow the Lotterywest component
of your business
Acting as business development advisers,
identifying sales opportunities and training
needs
Developing strategy and action plans in
conjunction with you
Interpreting your business reports and identifying
sales performance trends
Ensuring that in-store promotions reflect
Lotterywest marketing strategies
Keeping you up to date with Lotterywest
marketing and product initiatives
Ensuring that Retail Image, store presentation,
customer service and equipment maintenance
align with the standards in this Manual and
the Lotterywest Retail Image and Shopfit
Manual, and
Communicating product, policy and
procedural initiatives.
5
6
Overview
From early 2016, we will be introducing a new retail design and
technology to transform the in-store experience for our players as part
of the Retail Transformation (RT).
Prior to the launch of this new design, we have revised our minimum
shopfit requirements to reduce costs and simplify the changeover
process.
Retailers looking to complete renovations, relocate or establish a new
store are required to follow the Interim shopfit requirements, on
page 3 of this section. This details the minimum and mandatory
shopfit requirements that must be included in a shopfit design and
are to be read with the remainder of this section.
The Interim shopfit requirements were originally issued as an
Addendum to the Retail Manual, Version 4 in April 2015.
Please contact us if you have any questions about our Retail Image.
1
Overview
To maintain the quality of our Retail Image
we have clear guidelines for presentation of
Authorised Lottery Products.
These guidelines help:
Resources for retailers
The Lotterywest Retail Image and Shopfit Manual
contains all design specifications for implementing
the Image at your outlet. This manual is available on
request from the Retail Standards, Service and
Support section.
Attract players to your outlet
Information on how the maintenance of the Lottery
Area is measured is in the Image section of your
Lotteryworks compendium.
Create a helpful environment to inform
players about our products, promotions,
Superdraws, Megadraws and jackpots
Questions about the Retail Image can be answered
by your Retailer Relationship Officer or the Retail
Standards, Service and Support team.
Identify you as a Lotterywest retailer
Optimise sales, and
Create strong brand recognition across
the network.
2
3. Interim shopfit requirements
All shopfit plans submitted will be subject to
our approval.
Retail Transformation is just around the
corner and to support retailers during the
period prior to launch of our new design,
we will assess shopfit plans based on the
following requirements:
Renovations and relocations:
Retailers planning a renovation or relocation of
their store during this time are not where possible
to use existing Lotterywest counters and shopfit
components.
If existing Lotterywest counters and shopfit
components are used we would like retailers to
undertake a RTP shopfit by the end of 2016.
Internal shopfit design
New outlets:
We will not approve the following items as part of
the interim shopfit design:
Lotterywest shopfit:
The stainless steel bag rail.
To be built to a maximum length of 1500mm to
incorporate one Point of Sale Counter plus, either a
Scratch’n’Win Multi-function Counter or a
Scratch’n’Win Counter. These counters will replace
the existing Lotterywest counter and the
Scratch’n’Win display.
The use of yellow bubble tiles on counters.
One Manual Play option to a maximum length of
750mm may be required if the Scratch’n’Win Multifunction Counter is not used. This option will
replace the existing Players Bench.
Additional poster frames.
Lotterywest signage:
Allowance for the positioning of a Digital Point of
Sale (DPOS) screen and Internal Lotterywest
Identifier to be located behind the Scratch’n’Win
Multi-function Counter or Scratch’n’Win Counter.
The use of teal and yellow in any areas of the store.
The result holders.
The beacon and brand board.
Retailers forced to relocate due to lease or
circumstances out of their control are to contact
Customer Services on (08) 9340 5240 / 1800 199 833
and request a call from the Retail Standards, Service
and Support team.
Kiosk specific:
Allowance for the positioning of a DPOS screen and
an External Identifier to be built into the blade sign.
3
3. Interim shopfit requirements (cont)
External Signage
New outlets, renovations and relocations:
Maintenance:
No new Lotterywest branding will be installed on
windows.
Existing Lotterywest window branding that
becomes damaged through vandalism, accident
or general wear and tear will be removed.
Existing external windows may be used to display
up to three Lotterywest external poster frames per
approved window.
The use of Lotterywest logos will not be allowed for
any new external signage.
No new pylon signage installations will be carried
out.
Existing Lotterywest external poster frames will be
replaced to a maximum of three per approved
window.
Retailers wishing to use current Lotterywest
windows for alternative advertising must notify us
prior to removing any existing Lotterywest window
branding (vinyl and poster frames). Removal costs
are at the retailers’ expense.
Existing pylon signs that become damaged, worn
or weathered will be removed.
4
Shopfit approval and design of outlets
All retailers must receive our formal design
approval before commencing any work on
a Lotterywest shopfit. Our Retail Standards,
Service and Support team will guide you
through this process.
Design of outlets
The ideal design of a lottery outlet will
consider the:
Primary business
Placement of point of sale components
Terminals and peripheral items
External signage
Though external signage is not a mandatory
component, you may wish to use it to promote your
outlet. Such signage includes fascia for the building,
wall, rooftop and awning, as well as directional
signs.
To maintain consistency within the network, we have
designs and specifications to help you decide which
suits your outlet. All signage must conform to these
specifications. You are responsible for the cost of
external signs.
All proposals must be submitted to us in writing for
approval to install signage that includes the use of
any of our logos. The submission must show the type
of sign, its location in relation to your outlet, proposed
design layout and materials to be used.
Location and size of premises, and
Relation between serving areas and entrances,
windows and traffic flow.
Location of Lottery Area
The Lottery Area is the space set aside for the
exclusive promotion, play and sale of Authorised
Lottery Products. It must have a prime location within
the outlet.
Where possible, the Lottery Area must be clearly
visible from outside the store to both pedestrian and
vehicle traffic.
Though the location of the Lottery Area will vary,
it is generally:
If you decide to have external signage,
the sign must be:
Clean and tidy, and
Illuminated (if applicable) during
business hours.
Where pylon signs are on a main road, we may
agree to pay for the manufacture and installation of
the Lotterywest logo on a panel. The size of the panel
must, however, meet our criteria.
If a pylon sign is approved, we will pay to maintain or
replace damaged panels. Any additional costs
payable to landlords, owners or centre managers
are your responsibility.
At the front of a shop if in a shopping strip
On a main thoroughfare in a shopping
centre, or
Next to the busiest customer contact area
in a multi-faceted business.
5
Shopfit approval and design of outlets (cont)
Mandatory shopfit components
(Primary Lottery Area)
Illuminated Lotterywest beacon
and brand board
Point of sale display
Lotterywest terminal
Ticket checker
Scratch’n’Win display unit
Lotterywest counter
6
Use of space
You should set aside a minimum amount of space to
house the mandatory and optional components of
the Lotterywest shopfit.
These specifications reduce customer crowding and
make it more comfortable for you to conduct sales.
The minimum is 1.5 metres for each Lotterywest
terminal and Scratch’n’Win display unit combination.
If you have more than one terminal, these
requirements can vary. Please contact our Retail
Standards, Service and Support team for further
details.
The counter space of each Lottery Area must be
supplemented by mandatory shopfit components installed on walls behind or directly above the counter. If building
constraints do not allow
this, the shopfit
components may be
located on fixed or
suspended panels and/
or wings next to the
counter of the Lottery
Area.
All design and installation specifications for the
mandatory and optional components are in the
Lotterywest Retail Image and Shopfit Manual.
The exact positioning of the mandatory components
must be approved by our Retail Standards, Service
and Support team.
Mandatory shopfit components
The mandatory components are:
The Lotterywest counter consisting of:
– the Lotterywest terminal(s) and
– Scratch’n’Win display unit(s)
Ticket checker
Illuminated Lotterywest beacon and
brand board
Point of sale display consisting of at least two A1
(portrait) poster holders
Results holder
Players’ bench, and
Yellow Scratch’n’Win bin.
Rural and remote outlets may receive concessions on
the mandatory shopfit components. Please refer to
our Retail Standards, Service and Support section.
Lottery Area components
The Lotterywest Retail Image has 13 key components.
Though not all are mandatory, each is designed to
maximise exposure of our products to customers.
Results holder
7
Primary Lottery Area
Secondary Lottery Area
For retail outlets with one terminal and Scratch’n’Win
display unit, the primary Lottery Area is the space in
front of and behind the yellow bubble tiles.
For outlets with more than one terminal and
Scratch’n’Win display unit, additional terminals and
display units are in the secondary Lottery Areas.
For outlets with more than one terminal and
Scratch’n’Win display unit, the primary Lottery Area is
the counter space agreed with Lotterywest as being
your busiest area and extending in front of and
behind the tiles.
The standards for these are the same as for the primary
Lottery Area, with the exception that other items, except
Prescribed Items can be displayed.
The standards for your primary Lottery Area
are that:
The front of the counter is clear and accessible
and no items restrict a customer’s view of, or
access to, the counter
Non-Lotterywest products and signage are not
displayed within the primary Lottery Area
The counter is clean (including stainless steel
components)
Yellow tiles are clean and free of scuff marks
No items, including material supplied by
Lotterywest, are attached to the tiles or
stainless steel bag rail
Current terminal card is displayed in all
terminal frames
No handwritten signs or Computer-generated
signs may be displayed in the area
No Prescribed Items (such as smoking
paraphernalia) are displayed in or next to the
primary Lottery Area, and
‘If you’re over 16 you’re in luck’ notice is
on display.
8
Shopfit components
Window signs
One prominent exterior window may be
made available for Lotterywest signage.
Our window signage includes Lotterywest
branding as well as at least one poster
frame. We supply and install this signage at
no charge.
Wherever possible, the Lotterywest-dedicated
window should be the most visible to passers-by.
We will consult you on which window to use.
The standards for the Scratch’n’Win display
unit are:
Only current tickets are displayed
Units are not obscured by any items, including
those supplied by Lotterywest
Point of sale and price points are displayed, and
All display pockets contain a ticket or
approved marketing message.
Instructions on posters to display will be given in
InTouch sent to you each Friday.
The window must be kept clean and clear of all
items. If damaged through vandalism, accident or
general wear and tear, we will undertake repairs.
Scratch’n’Win display units
The Scratch’n’Win display unit is to be set into the
counter on the angle specified in the Retail Image
and Shopfit Manual and protected by a clear
glass cover.
Your cash register should be installed as close as
possible to your display unit. This will ensure that
Scratch’n’Win tickets are on display at the point of
maximum customer contact and increase
opportunities for impulse purchases.
9
Shopfit components (cont)
Players’ bench
Results holder
The Lotterywest players’ bench is a mandatory shopfit
component and helps promote games and deliver
marketing messages. The bench, which is to be used
only to promote or play Lotterywest games, can be
freestanding, wall-mounted or integrated into the
counter module.
Results holders can be mounted to a wall or form
part of the players’ bench. At least one holder, with
decals, should be in place and stocked with latest
draw results for each game.
The standards for the players’ bench are that:
The current price chart is displayed
All current brochures are available and in
good condition
All playslips are available and in good condition
All benches are clean and undamaged.
The poster frame on the bench is the preferred
location for the current Scratch’n’Win poster. If
another Lotterywest poster is used in this location, the
current Scratch’n’Win poster should be displayed in
at least one poster frame.
Syndicates
Flipcharts are available free of charge to promote
your own Retailer or Group syndicates. The use of
these items is optional.
Syndicates should be displayed as close as possible
to the primary Lottery Area, but not on the
Scratch’n’Win display units.
10
Players’ bench
and Scratch’n’Win bin
CORONIS terminal
Beacon and brand board
This must be set into the counter as specified in the
Retail Image and Shopfit Manual. Minimum
clearances are specified to ensure airflow to cool the
terminal. If the unit overheats it will not function
properly. You may be charged maintenance fees if
the terminal is damaged by incorrect positioning.
The illuminated Lotterywest beacon and brand board
that highlights the Lottery Area must have the style,
dimensions and finishes detailed in the Retail Image
and Shopfit Manual. In exceptional cases we may
approve alternative signage.
The standards for the terminal are that the:
The pre-printed acrylic inserts for the brand board
are provided free of charge by us and should be
installed together, above and in line with the counter.
Players’ screen is clearly visible, and
The current terminal card is displayed in
all frames.
Ideally, the beacon and brand board should
be positioned so that the two components:
Form a continuous and connected brand display
Poster frames
The most prominent point of sale items of the shopfit
components are the A1 and A2 poster frames.
Special events such as Superdraws, Megadraws and
jackpots, and the launch of new Scratch’n’Win tickets,
will be promoted using A1 posters. A2 posters will be
issued to complement and support the event or item
promoted by the A1 posters.
Every outlet must have at least two A1 poster frames.
Clearly identify the Lottery Area for customers,
and
Draw attention to our point of sale.
The standards for the beacon and brand
board are that:
The board is clean, visible and illuminated, and
Has no additional materials attached.
The standards for our frames are that:
They are used to display only Lotterywest posters
No other signs or messages are attached to the
posters or frames, and
The posters are to be kept up-to-date as outlined
in InTouch sent to you every Friday.
While the beacon and brand board are mandatory
shopfit items, Community Service Outlets are not
required to have a fully illuminated beacon and
brand board. A fibreboard sign has been designed
to be installed in these locations and must be
clean and visible with no additional materials
attached.
11
Blade sign
A-frames
Lotterywest blade signs are permitted as part of a
kiosk-style outlet in place of the beacon and brand
board and should have the dimensions and finishes
detailed in the Retail Identity and Shopfit Manual. The
pre-printed acrylic inserts for the blade sign are
provided free of charge by us.
The Lotterywest A-frame is an optional component
of the Lottery Area and is available to order through
Customer Services. The A-frame holds two A1
posters.
The standards for the blade sign are that:
Maintaining the Retail Image
The sign is clean, visible and illuminated, and
All components of the Lotterywest Retail Image
should be used consistently and at a high standard
for maximum impact. Requirements are in this
Manual, the Retail Image and Shopfit Manual, your
Agreement and the guidelines in the Image section
of your Lotteryworks compendium.
Has no other materials attached, other than
approved Lotterywest poster frames.
Ticket checker
The ticket checker is attached to an acrylic frame built
into the Lotterywest counter.
You must make sure that the ticket checker is not
obscured in any way and that the current ticket
checker card is displayed.
Only Lotterywest posters should be displayed in a
Lotterywest A-frame.
Your Retailer Relationship Officer will complete
a Retail Standards Checklist during scheduled visits to
your outlet and will discuss the results with you.
Please refer to your Lotteryworks compendium for
information on assessment and possible follow-up.
Safe keeping
All items supplied and paid for by us remain
the property of Lotterywest. These cannot be
removed from your outlet without our written
approval. In accordance with your Agreement, you
must indemnify Lotterywest for any loss, damage or
theft of shopfit components we supply.
We strongly recommend that you insure components
you have supplied and installed.
Ticket checker
12
Customer service standards
We are committed to providing players of
our products with the highest levels of
customer service.
We expect players will experience prompt
and courteous service by helpful well-trained
staff that:
During trading hours, at least one member of staff is
required to wear the Lotterywest uniform.
There are many benefits associated with wearing the
Lotterywest uniform including:
Sales and customer service
Can explain the features of our games clearly
and concisely
In a busy retail environment, uniforms play an
important role in identifying staff so that customers
can approach the appropriate person when they
wish to make a purchase or ask about products.
Treat players with respect, confidentiality
and in a culturally appropriate manner
Presentation
Provide prompt responses to player
questions, comments or complaints
Uniforms create a consistent and professional
standard of dress for your outlet.
Present our products in a positive manner
at all times
Security
Provide clear and accurate information
regarding our games, and
Process sales accurately and in a timely
manner.
Our Retailer Learning and Development team are
able to provide assistance to help you ensure that
these standards are met.
Uniformed staff stand out and add weight to other
security measures you have in place. Potential
shoplifters are more likely to be deterred if a member
of staff is present and clearly identifiable.
Tax deductibility
You may be able to claim the cost of the Lotterywest
retail uniform and laundering expenses as a tax
deduction. Check with your accountant or tax agent
for specific advice and conditions.
Lotterywest retail uniform
The Lotterywest retail uniform is an important
expression of our brand in the marketplace and
contributes to the presentation of your outlet. It is
designed to present a professional image to our
players. The uniform range includes a good variety of
styles, colours and practical fabric choices. Our logo
is on each item of clothing, clearly identifying that
Lotterywest products are available for sale at your
outlet.
13
Customer service standards (cont)
Lotterywest uniform guidelines
The Lotterywest retail uniform must not be mixed
with other attire, including uniforms from other
organisations. This not only dilutes the brand but
may also cancel out tax deductibility status
Please keep your uniforms clean and tidy
at all times
No other logos, name badges or embroidery from
other organisations may be placed on
a Lotterywest uniform item, and
You must wear your Lotterywest name badge
for ease of identification.
How to order
Order forms are available on the Retail Link website.
Name badges
We issue personalised name badges free of charge
to new and existing retailers and staff who have
successfully completed either the Work in a Lottery
Outlet or Manage a Lottery Outlet training course.
14
Staff selling lottery products at your outlet must wear
their name badge at all times.
The use of name badges for staff selling our
products at your outlet serves a number of
purposes such as:
Supporting good customer relations – it is easier
for a customer to communicate with you if they
know your name
Helping to maintain our retail presentation
standards, which contributes to brand awareness
and presence across the network, and
Clearly identifying the wearer as someone
qualified to sell lottery products.
We are unable to supply badges with position titles
such as ‘Trainee’.
For a nominal fee of $10.00, you may order
replacements for lost badges or additional name
badges by completing the order form available
on the Retail Link website.
You must not alter or write on the Lotterywest
name badge.
Overview
We provide you with marketing materials you need to promote
our games and the responsible purchase of Lotterywest
products. These items are provided to you free of charge.
Our marketing campaigns regularly include advertising in all
mainstream media (TV, radio, newspapers), online, out of home
(bus stop advertising, billboards, cinema etc) and point of sale
materials for in-store promotion.
From time to time we will issue new point of sale (POS) material,
which may include product base week and jackpot posters,
campaign materials and other POS items such as Scratch’n’Win
display unit strips and price cards. Several times a year there
may also be opportunities to receive ‘retail theatre’ packs for
additional in-store promotion.
1
Overview
We run a number of promotions throughout
the year and they may be player or retailer
focused, or both. These will usually involve
additional POS material and/or advertising.
We also encourage you to undertake your
own promotions.
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Feedback and suggestions regarding marketing
activities are welcomed. Your Retailer Relationship
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needs and feedback you may have during their
visits to your store. We also seek feedback on our
marketing activities through the Retailers’ Consultative
Panel members.
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marketing and promotions.
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Marketing
Lotterywest product marketing ranges from
weekly game jackpot advertising to longer
campaigns that may last from two to six
weeks depending on the type of promotion
and the product.
Campaign marketing
We aim to keep Lotterywest products in the forefront
of customers’ minds in an environment often
cluttered with multiple purchase options.
Most of these campaigns will include advertising
on television, radio and online, as well as retailer
POS items.
Jackpot marketing
Campaign marketing generally focuses on a
particular product, such as a new Scratch’n’Win
ticket, or an event such as Saturday Lotto Superdraws
or Monday and Wednesday Lotto Double Win Days.
Multiple smaller campaigns may occur in between
the major campaigns.
OZ Lotto and Powerball jackpot marketing occurs
in the days immediately before the draws and
on an ongoing basis, with additional support
added as the jackpot levels increase. Each
jackpot level has its own marketing plan
which can be added to or subtracted from,
depending on previous product
performance.
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3
Point of sale (POS)
POS material is a highly visible part of our
marketing strategy. It not only helps sell
products but also contributes to the positive
image of your outlet.
Our POS strategy and Lotterywest Retail Image
(shopfit) help present a professional image to
players, give consistent product information at all
outlets and maximise the impact of in-store
promotion.
Our goal is to give players and potential customers
recognisable, eye-catching and fun messages,
outlining clear product offers.
POS guidelines
It is important to maintain high standards of retail
presentation.
Handwritten POS material is not part of our retail
presentation standards and may not be used. It looks
unprofessional and could confuse customers. You
must always use Lotterywest POS material, or
materials that have been approved by us. Please
refer to the guidelines available on the Retail Link
website.
Retailer Relationship Officers and other Lotterywest
representatives will visit your outlet regularly and
have the authority to request you to comply with our
guidelines, if necessary.
InTouch, outlines product and customer messages
to be displayed in addition to other information.
Please read it carefully each week and make sure
you are familiar with current POS requirements and
campaign timings.
Please contact Customer Services to clarify any POS
queries in the first instance.
4
General POS items
We record individual retailer POS
requirements and aim to give you the number
and format of items you require. These items
often form part of a broad marketing campaign
and may include:
Base week, jackpot and Scratch’n’Win posters
Price cards in multiple sizes
Product brochures
Playslips
Ticket checker cards
Players’ screen header cards
Counter items
Balloons
Scratch’n’Win display unit strips
Bunting
T-shirts, and
Retail theatre packs (selected events).
Point of sale (POS) (cont)
Posters
A full set of posters for base week and jackpot
amounts is provided to each outlet in the network.
These posters are designed to be reused and must
be stored carefully. Please display the correct base
week or jackpot amount according to the instructions
in InTouch.
We produce posters in two sizes: A1 and A2. They
are printed double-sided where possible to reduce
costs and the amount of POS material you have to
store.
Scratch’n’Win POS
Multiple campaign items in situ in-store
Scratch’n’Win is the primary impulse purchase in our
product range and it is important that the POS items
on display promote sales during the life of a ticket.
Priority of products and POS
POS items may be provided for selected ticket
launches, along with instructions on how these
should be displayed.
It is important that you keep the glass over the
Scratch’n’Win display unit clean and clear to ensure
that all tickets are visible.
There will sometimes be more events to promote
than your Lotterywest poster frames can
accommodate at one time. We will advise which
events are to take priority for your POS displays. This
may mean changing messages daily for maximum
effect.
A few reminders
Only Lotterywest posters should be placed
in Lotterywest frames
POS items should only be used exactly as
they have been produced. You must not cut
or re-configure them in any way
Make sure POS material does not obstruct
your view or that of your customers
Keep your Scratch’n’Win display unit clear at
all times, and
Always follow our POS instructions to ensure the
greatest impact from our promotional activities
across the retail network.
5
In-store promotions
Promotions may involve an entry form
in-store, online, or printed in other forms of
advertising. Printed entries are often
required to be returned to Lotterywest in
your courier bag. Instructions for promotions
will appear in InTouch and you should follow
these instructions carefully.
General guidelines
We encourage you to develop your own promotions
by tailoring them to suit your customers’ interests.
These types of promotions are most effective when
timed to build upon our broader marketing
campaigns.
You must not use false or misleading advertising or
information when promoting our products. For
example, if promoting a major draw use:
“You could have a chance to share
in $10 million”
NOT
“Win $10 million in next
week’s draw”
If you would like to check that the promotion
you are planning to run meets the DRGL guidelines,
please contact the Department direct on 9425 1888
(metro) 1800 634 541 (country) for advice.
Templates are available on the Retail Link website for
retailers to produce POS items in A4 landscape or
portrait format. These should be displayed in your
Perspex A4 Combo Stand which is a non-mandatory
shopfit item.
In-store promotions you could run include second
chance or ‘Lucky Dip’ draws offering non-cash prizes.
Please contact Customer Services to get a second
chance draw box for your store.
Your Retailer Relationship Officer can assist with
ideas and help you to develop promotions as part of
your broader business objectives.
Legislative guidelines
If you would like to include a sweepstake or raffle as
part of an in-store promotion, you must follow
guidelines set by the Department of Racing, Gaming
and Liquor (DRGL).
An example of a promotion that is not permitted
under DRGL guidelines is where a customer pays for
an entry to guess the Powerball number in order to
win a prize.
Second chance draw box
6
In-store promotions (cont)
Lotterywest logos
To help make your own promotional materials
identify you as a Lotterywest retailer, our product
logos, along with guidelines for their use, are
available on the Retail Link website.
The Lotterywest corporate logo may not be used in
any circumstances.
7
8
5. The Games
Overview
Lotterywest gives Western Australians a chance to dream through
playing our lottery games.
There are a range of different Lotto games (Saturday Lotto, Monday
and Wednesday Lotto, OZ Lotto, Powerball and Set for Life), as well
as Soccer Pools, Super66 and Cash 3, plus a range of Scratch’n’Win
instant lottery tickets.
Lotto games, Soccer Pools, Super66 and Cash 3 are also sold
through ‘Play Online’, accessed through the Lotterywest website or
Lotterywest App.
The following information will help you administer and sell our games.
1
5. The Games
Saturday Lotto
Overview
Saturday Lotto is Western Australia’s
favourite Lotto game and represents
approximately 42% of Lotterywest sales.
As the game that symbolises the ‘Lotto
dream’, more people play Saturday Lotto
nationally than any other lottery game.
Played in WA since 1979, it is drawn every
Saturday night.
Saturday Lotto is managed by the Saturday
Lotto Bloc (the lotteries operating the game
throughout Australia), of which Lotterywest
is a member.
About the game
Most Saturday Lotto draws are called ‘base week’
draws, offering an estimated $4 million Division 1
prize pool in addition to other divisional prizes.
Other events occur throughout the year such as
Superdraws and the Megadraw. You will be advised
of these events several months in advance.
As with all lottery games, the prize pools for draws
are subject to change as part of the Bloc game
management process.
Statistically Saturday Lotto is a game which is won
every week and on rare occasions where the
Division 1 prize is not won, the prize pool rolls over
into the next week’s draw.
2
How the draw works
All Saturday Lotto draws have the following
features:
For all draws, eight balls in total are drawn
from 45
The first six drawn are the Winning Numbers
The last two drawn are the Supplementary
Numbers
If there are no Division 1 winners the Division 1
prize pool jackpots into the next Saturday Lotto
draw
Saturday Lotto has six prize divisions
Golden Casket Lottery Corporation Ltd is the
game administrator. The draw takes place in
Brisbane under regulatory supervision after draw
close off and is generally shown every Saturday
night on free to air television
Official results including the Winning Numbers
and dividends are published on the Lotterywest
website and are also available via the Lotterywest
App. At times, publishers may print results
(free of charge) at their own discretion.
Saturday Lotto entries
Players wishing to choose their own numbers can
buy four to 18 games on a single playslip entry. Four
games is the minimum entry unless playing a System
entry. Multiple playslips can be completed as
required. Instructions are on the back of all playslips.
5. The Games
Saturday Lotto (cont)
Saturday Lotto Slikpiks, which are ticket entries
randomly generated through the lottery terminal, can
be bought for 12, 18, 25, 30 or 50 games.
Systems, Multiweek and Advance Play entries are
also available for Saturday Lotto. Information on
these is given later in this section.
Entry prices are available in the Cost of Entry
brochure and on the Lotterywest website and
Lotterywest App.
For more information on Saturday Lotto, including
odds of winning, prize divisions and System prize
tables, please refer to the How to play Games and
How to play Systems brochures or the Lotterywest
website.
By entering Lotterywest games players agree to the
game Rules, available on our website.
Draw close off
The draw close off time for buying Saturday Lotto
tickets is 6.00pm on Saturdays.
3
5. The Games
Monday and Wednesday Lotto
Overview
How the draw works
Monday and Wednesday Lotto was
introduced in 2006 and is a national game
drawn on those two nights.
All Monday and Wednesday Lotto draws
have the following features:
It is managed by the Monday and
Wednesday Lotto Bloc (the lotteries
operating the game throughout Australia),
of which Lotterywest is a member.
About the game
Most Monday and Wednesday Lotto draws are
called ‘base week’ draws, offering a Division 1 prize
of $1 million guaranteed (if won) for up to four
winners in every Monday and Wednesday Lotto
draw.
This means:
If there is one winner they’ll receive $1 million
If there are two, three or four winners
they’ll each receive $1 million
If there are more than four winners, the
$4 million prize pool will be divided equally
amoung them (e.g. five winners will each receive
$800,000).
Monday and Wednesday Lotto does not jackpot.
If there are no Division 1 winners, the prize amount
will be used to fund this offer as well as other game
events, such as Double Win Days. You will be advised
of these events in advance.
As with all lottery games, the prize pools for the
various draws are subject to change as part of the
Bloc game management process.
4
For all draws, eight balls in total are drawn
from 45
The first six drawn are the Winning Numbers
Numbers
Monday and Wednesday Lotto does not jackpot.
The Division 1 prize is $1 million guaranteed
(if won) for up to four winners in each draw
Monday and Wednesday Lotto has six prize
divisions
Golden Casket Lottery Corporation Ltd is the game
administrator. The draw takes place in Brisbane
under regulatory supervision after draw close off
and is generally shown every Monday and
Wednesday night on free to air television
Monday and Wednesday Lotto entries
Monday and Wednesday Lotto is played on the same
playslip as Saturday Lotto.
buy four to 18 games on a playslip entry. Four games
is the minimum entry unless playing a System entry.
Multiple playslips can be completed as required.
Instructions are on the back of all playslips.
5. The Games
Monday and Wednesday Lotto (cont)
Monday Lotto or Wednesday Lotto Slikpiks, which are
ticket entries randomly generated through the lottery
terminal, can be bought for 12, 18, 25, 30 or 50
games.
also available for Monday and Wednesday Lotto.
More information is provided on these entry types
later in this section.
For more information on Monday and Wednesday
Lotto, including odds of winning, prize divisions and
System prize tables, please refer to the How to play
Games and How to play Systems brochures or the
Lotterywest website.
game Rules available on our website.
Lotterywest App.
Draw close off
The draw close off time for buying Monday and
Wednesday Lotto tickets is 6.00pm on each
draw day.
5
5. The Games
OZ Lotto
Overview
OZ Lotto was launched in 1994 and is
our premium game offering high jackpots.
It is a national game drawn every
Tuesday night.
It is managed by the OZ Lotto Bloc, (the
lotteries operating the game throughout
Australia), of which Lotterywest is a member.
About the game
OZ Lotto is designed to jackpot, which means that
when the Division 1 prize pool is not won, it jackpots
into the next draw. This jackpotting continues to an
agreed sequence until the Division 1 prize pool
is won.
All OZ Lotto Division 1 prize pool offers are
guaranteed.
The jackpot sequence is reviewed regularly and
agreed by the OZ Lotto Bloc. Any change to a jackpot
sequence is communicated to retailers by terminal
message.
Where the game jackpots beyond the agreed
sequence, the OZ Lotto Bloc jointly agree on the next
jackpot.
management process.
6
How the draw works
All OZ Lotto draws have the following
features:
Nine balls in total are drawn from 45
The first seven drawn are the Winning Numbers
Numbers
prize pool jackpots into the next OZ Lotto draw
OZ Lotto has seven prize divisions
and is generally shown every Tuesday night on
free to air television
App. At times, publishers may print results (free
of charge) at their own discretion.
OZ Lotto entries
buy one to 18 games on a playslip entry. One game
is the minimum entry. Multiple playslips can be
completed as required. Instructions are on the back
of all playslips.
5. The Games
OZ Lotto (cont)
OZ Lotto Slikpiks, which are ticket entries randomly
generated through the lottery terminal, can be
bought for 6, 12, 18, 25, 30 or 50 games. This is our
only national game to offer a 6-game Slikpik option
due to the higher cost of entry and greater range of
winning opportunities compared with other games.
For more information on OZ Lotto, including odds of
winning, prize divisions and System prize tables,
please refer to the How to play Games and How to
play Systems brochures or the Lotterywest website.
Systems, Multiweek and Advance Play entries
are available for OZ Lotto. More information is
provided on these entry types later in this section.
Lotterywest App.
Draw close off
The draw close off time for buying OZ Lotto tickets is
6.00pm on Tuesdays.
7
5. The Games
Powerball
Overview
Powerball was launched in Western
Australia in 1996 as our other big jackpotting
game, but differs from our other Lotto
games due to a unique draw process.
Powerball offers players the opportunity to
win ‘the big one’. It is not unusual to see a
single Powerball Division 1 winner scoop the
entire prize pool. A national game,
Powerball is drawn every Thursday night.
The game is managed by the Powerball
Bloc (the lotteries operating the game
throughout Australia), of which Lotterywest is
a member.
About the game
Powerball is played by drawing six balls from a
barrel of 40, barrel A and one ball from a second
barrel of 20, the Powerball barrel.
Powerball is designed to jackpot, which means that
when the Division 1 prize pool is not won,
it jackpots into the next draw. This jackpotting
continues to an agreed sequence until the Division 1
prize pool is won.
All Powerball Division 1 prize pool offers are
guaranteed.
The jackpot sequence is reviewed regularly and
agreed by the Powerball Bloc. Any change to a
jackpot sequence is communicated to retailers
by terminal message.
Where the game jackpots beyond the agreed
sequence, the Powerball Bloc jointly agree on the
next jackpot.
As with all lottery games, the prize pools for the
draws are subject to change as part of the Bloc
game management process.
8
How the draw works
All Powerball draws have these features:
Seven balls in total are drawn
The first six drawn are from 40 numbers in
barrel A and are the Winning Numbers
The seventh ball drawn is from 20 numbers in
the Powerball barrel. This is the Powerball
prize pool jackpots into the next Powerball draw
Powerball has eight prize divisions
and is generally shown every Thursday night on
App. At times, publishers may print results (free
of charge) at their own discretion.
Powerball entries
Players wishing to choose their own numbers
can buy from two to 12 games on a playslip entry.
Two games is the minimum unless playing a
System entry. Instructions are on the back of
all playslips.
5. The Games
Powerball (cont)
Powerball Slikpiks, which are ticket entries randomly
bought for 12, 18, 25, 30 or 50 games.
A special type of ticket called a Powerpik is available
for Powerball. This gives all 20 Powerball numbers in
a single game. A Powerpik can be bought as a
Slikpik or using a playslip. A Powerpik System entry
can also be bought.
For more information on Powerball, including odds
of winning, prize divisions and System prize tables,
also available for Powerball. More information is
given on these entry types later in this section.
Lotterywest App.
Draw close off
The draw close off time for buying Powerball tickets
is 6.00pm on Thursdays.
9
5. The Games
Set for Life
Overview
Set for Life is Australia’s newest national
lottery game. Set for Life is a unique lottery
game that is drawn daily and each entry
purchased is entered into a minimum of
seven consecutive draws.
Set for Life is managed by the Set for Life
throughout Australia), of which Lotterywest
is a member.
How the draw works
All Set for Life draws have the following
features:
For all draws, ten numbers in total are drawn
from 37
The first eight drawn are the Winning
Numbers
The last two drawn are the Bonus Numbers
Set for Life does not jackpot. The 1st Prize is
$20,000 a month for 20 years, guaranteed
(if won) for up to four winners each draw
About the game
Set for Life has eight Prize Levels
Set for Life offers a 1st Prize of $20,000 a month
for 20 years, guaranteed (if won) for up to four
winners in each draw.
under regulatory supervision after draw close off.
The Winning Numbers are generally shown daily
on free to air television
This means:
If there is one winner of the 1st Prize they’ll receive
$20,000 a month for 20 years
If there are two, three or four winners of the
1st Prize they’ll receive $20,000 a month for
20 years
If there are more than four winners, the $80,000
monthly prize pool will be divided equally (e.g.
five winners will each receive $16,000 a month
for 20 years).
Set for Life does not jackpot. On occasions where the
1st Prize is not won, the prize is used to fund future
1st Prizes and other promotional prizes.
management process.
10
and Prize Levels are published on the Lotterywest
5. The Games
Set for Life (cont)
Set for Life entries
Draw close off
buy two to 18 SETS on a single playslip entry. Two
SETS is the minimum entry unless playing a System
entry. Multiple playslips can be completed as
required. Instructions are on the back of all playslips.
The draw close off time for buying Set for Life tickets
is 7.00pm daily.
Set for Life QuickSET entries are a quick way to get a
SET of numbers for seven consecutive draws.
QuickSET ticket entries are randomly generated
through the lottery terminal and can be bought for 2,
4, 6, 12, 18, 25, 30 or 50 SETS.
For more information on Set for Life, including odds of
winning, prize levels and System prize tables, please
refer to the How to play Games and How to play
Systems brochures or the Lotterywest website.
also available for Set for Life. Information on these is
given later in this section.
Lotterywest App.
11
5. The Games
Soccer Pools
Overview
Soccer Pools is a Lotto game where Winning
Numbers are determined by the outcome of
soccer matches played in the southern or
northern hemisphere each weekend.
How the draw works
All Soccer Pools games have the following
features:
Soccer Pools is based on a list of 38 soccer
matches each weekend. Match lists are provided
to all Lotterywest retailers and are on the
Lotterywest website
Soccer Pools is managed by the Australian
Soccer Pools Bloc, (the lotteries operating the
game throughout Australia), of which
The six Winning Numbers and the Supplementary
Lotterywest is a member.
Number are determined by the results of the soccer
About the game
matches. Refer to the How to Play Games brochure
for more information
Soccer Pools is similar to Lotto, but instead of
numbered balls drawn by a machine, the Winning
Numbers and Supplementary Number are
determined by the results of soccer games.
Soccer Pools has five prize divisions
The game is designed to jackpot, which means that
into the next draw. This jackpotting continues until the
Division 1 prize pool is won. Soccer Pools jackpots
regularly and can reach over $1 million.
South Australia Lotteries is the game administrator
and announces the Soccer Pools results on Mondays.
Dividends are available on Tuesdays. Soccer Pools
results are not televised
All Soccer Pools Division 1 prize pool offers are
estimated.
12
If there are no Division 1 winners the Division
1 prize pool jackpots into the next draw
Official results including the Winning Numbers and
dividends are published on the Lotterywest website
and are also available via the Lotterywest App. At
times, publishers may print results (free of charge)
at their own discretion.
5. The Games
Soccer Pools (cont)
Soccer Pools entries
Game close off
buy two to 18 games on a playslip entry. Two games
is the minimum unless playing a System entry.
Multiple playslips can be completed as required.
Instructions are on the back of all playslips.
For part of the year Soccer Pools is based on
northern hemisphere matches. During this period
the game close off time is 5.30pm on Saturdays.
Soccer Pools Slikpiks, which are ticket entries
randomly generated through the lottery terminal, can
be bought for 12, 18, 25, 30 or 50 games.
Systems, Multiweek and Advance Play entries
are also available for Soccer Pools. More information
is provided on these entry types later in this section.
Lotterywest App.
For the rest of the year Soccer Pools is based on
southern hemisphere matches. During this period the
game close off time is 12.30pm on Saturdays.
Retailers are given information to communicate
game close off times to players throughout
the year.
For more information on Soccer Pools, including odds
of winning, prize divisions and System prize tables,
13
5. The Games
Cash 3
Overview
Cash 3 is a Western Australian state game
launched in 1998 and drawn every day of
the year.
About the game
Players choose three numbers each between
0 and 9.
There are three Cash 3 play types:
Exact Order – the three numbers selected match
those drawn in the exact same order. When the
three numbers selected are
identical this is an exact order entry.
For example 777 or 000
Any Order – the three numbers selected
match those drawn, but can be in any order
There are two options with Any Order:
–
3 Way – when two of the numbers selected
are the same. For example, if the selected
numbers are 266, there are three possible
winning combinations: 266, 662 or 626, or
–6 Way – when the three numbers selected
are all different. For example,
if the selected numbers are 147, there are
six possible winning combinations: 147, 174,
417, 471, 714 and 741.
Both Ways – both of the ways above,
Exact Order and Any Order. This play type gives
more chances to win a larger prize.
ash 3 is a fixed odds game which means the prizes
C
are fixed according to kind of play type and how
much you spend on a ticket regardless of the
number of winners.
14
How the draw works
All Cash 3 draws have these features:
Three numbers are drawn from three separate
sets of numbers between 0 and 9
In this fixed odds game, if there are no
winners the game does not jackpot
Cash 3 has payouts rather than prize divisions.
The payout chart is in the How to play Games
brochure and on the Lotterywest website and app
Lotterywest is the game administrator. The draws
take place daily at our Head Office and the
Winning Numbers are verified under supervision
by the Department of Racing, Gaming and
Liquor (DRGL) after draw close off. Winning
Numbers are generally shown each night on
5. The Games
Cash 3 (cont)
Cash 3 entries
Draw close off
The minimum entry is one game. Players must
choose their play type (Exact Order, Any Order or
Both Ways) for each game.
The draw close off time for buying Cash 3 tickets is
5.00pm daily.
buy one to six games on a playslip entry. ‘Play
Multiple Days’ options can also be selected on a
Cash 3 playslip for players wishing to play for 7, 14,
21 or 28 days consecutively.
For more information, including odds of winning and
the prize payout chart, please refer to the How to
Play Games brochure and on the Lotterywest website
and app.
Multiple playslips can be used. Instructions are on
the back of all playslips.
Advance Play entries for a single draw are also
available for Cash 3. More information on entry types
is given later in this section.
Cash 3 Slikpiks, which are ticket entries randomly
bought for 2, 6, 12, 18, 25, 30 or 50 games.
When buying a Slikpik entry, players must
instruct the retailer on the following:
The number of games they wish to play
(2, 6, 12, 18, 25, 30 or 50 games)
The day/s they wish to play, which can include
any combination of the days of the week or for
7, 14, 21 or 28 consecutive days
How much they wish to spend per game, and
The play type – Exact Order, Any Order or
Both Ways.
Lotterywest App.
15
5. The Games
Super66
Overview
Super66 is a simple numbers game giving
players an extra chance to win on Saturday
nights. Played in WA since 1986, it is drawn
every Saturday along with Saturday Lotto.
Super66 is managed by the Saturday Lotto
throughout Australia), of which Lotterywest is
a member.
About the game
Super66 can be played on its own or with Saturday
Lotto, Monday and Wednesday Lotto, OZ Lotto,
Powerball, or Soccer Pools. Six numbered balls are
randomly drawn from six barrels each containing ten
balls numbered 0 to 9.
To win Super66 you need to match your numbers
with the numbers drawn in the order drawn. The
more numbers that match, the greater the prize.
Information on winning combinations and prize
divisions are in the How to play Games brochure
and on the Lotterywest website and app.
Super66 is a jackpotting game, which means that
into the next draw. This jackpotting continues until the
Division 1 prize pool is won. Super66 jackpots
regularly and can reach over $1 million.
All Super66 Division 1 prize pool offers, including
non-jackpot and jackpot draws, are estimated.
16
How the draw works
All Super66 draws have these features:
Six draw barrels are used for every draw. Each
contains ten balls numbered 0-9
One ball is drawn from each of the six barrels
in order. These numbers make up the six Winning
Numbers
The aim is to match your six numbers with the
six Winning Numbers drawn in order, from either
left or right
The more numbers you match in order, the bigger
your prize
To win you need at least two consecutive numbers
on either end that match the Winning Numbers.
Matching numbers that don’t appear at either
end do not win
prize pool jackpots into the next draw
Super66 has five prize divisions with fixed
prizes for Divisions 2 to 5
Golden Casket Lottery Corporation Ltd is
the game administrator. The draw takes place in
Brisbane under regulatory supervision. Super66
results are not televised
App. At times, publishers may print results (free of
charge) at their own discretion.
5. The Games
Super66 (cont)
Super66 entries
Super66 can also be bought on its own as a Slikpik,
or by marking the required number of games (either
1, 2, 5 on a playslip for Saturday Lotto, Monday or
Wednesday Lotto, OZ Lotto, Powerball or Soccer
Pools.
Players cannot select their own numbers. They are
allocated six randomly selected numbers, ranging
from 0 to 9, on a separate ticket.
Lotterywest App.
Draw close off
The draw close off for buying Super66 tickets is
6.00pm on Saturdays.
For more information on Super66, including winning
combinations, odds of winning and prize divisions,
please refer to the How to Play Games brochure or
the Lotterywest website.
17
5. The Games
Scratch’n’Win
Overview
Scratch’n’Win games (often referred to as
‘scratchies’) have been played in Western
Australia since 1982. Unlike traditional lottery
games, players do not have to pick
numbers or wait for a draw to see if they
have won a prize. They simply scratch off
the latex (top) layer of the ticket to find out
instantly if they have won a prize.
About the games
How to play
All Scratch’n’Win tickets have these features:
Each game has its own instructions, varying
from a fast and easy ‘scratch & match’ style, to
longer styles that take players several minutes
to complete
Instructions are on the front and back
of tickets
Players can take tickets to a Lotterywest store to
check if they’ve won a prize.
Scratch’n’Win tickets are sold at various prices
including $1, $2, $3, $5, $10 and $20. New games
and price points are introduced to meet player
demand.
More information on managing Scratch’n’Win is
given later in this section.
Each year over 60 new games go on sale at different
times. Depending on the value of the ticket, prizes
can range from a free ticket to hundreds of
thousands of dollars. Approximately $60 million in
total prizes is won every year.
Instant tickets are a unique form of lottery where all
prizes are determined at the time of printing.
Lotterywest prints Scratch’n’Win tickets at secure,
world-class facilities, using some of the world’s most
advanced printing processes. All tickets are
computer-generated and printed under strict security.
Each ticket in each game is unique. The printing
process ensures that no ticket can be tampered with
or altered to reveal the numbers or symbols. The
latex layer is designed to disintegrate on scratching
to retain the integrity of each ticket.
Players can check their ticket using the ticket checker
in-store or ask you to check it for them. You can scan
the barcode at the terminal, which will advise
instantly if the ticket is a winner.
Prize information, including details of top prizes
claimed is available on the Lotterywest website.
18
For prize information and the current ticket range,
please see the Lotterywest website.
5. The Games
Purchasing Lotto tickets
Overview
QuickSETs
Many entry options are available.
In addition to those described in the previous
individual game sections, here are other
entry types common to our games.
QuickSETs are exclusive to the Set for Life game and
are a quick way to get a SET of numbers for a
minimum of seven consecutive draws. QuickSETs are
where a SET of numbers are randomly generated
through the terminal. Like Slikpiks, QuickSETs are
perfect for players who do not wish to complete a
playslip or choose their own numbers, and for players
who want to supplement their regular playslip entry
with additional entries.
It is a player’s responsibility to check that ticket details
are correct before leaving your store. Always remind
your players to check they have the type of ticket they
want, including numbers selected, number of games
entered and draw dates.
By entering Lotterywest games, players agree
to the game rules available on our website.
Filling in a playslip
Players can choose their own lucky numbers for
all game draws except Super66 by filling in a playslip.
Many regular players prefer to choose their own
numbers and play the same numbers every week.
Instructions on how to fill out a playslip are on the
back of all playslips. You need to process the playslip
through your terminal to create a ticket.
A playslip can be used for more than one draw,
so you should always hand it back to the player after
producing the ticket.
The ticket produced by the terminal is the official entry
into the draw.
Slikpiks
Slikpiks are game entries where the numbers
are randomly generated through the terminal. Slikpiks
are available for all Lotto games except Set for Life.
Slikpiks are popular with players who do not
wish to complete a playslip or choose their own
numbers, and with players who want to supplement
their regular playslip entry with additional entries,
especially for big draws or events (e.g. Saturday Lotto
Superdraws).
Advance Play
Advance Play allows players to enter a draw ahead
of the current, without having to participate in those
in between.
Lotto (excluding Set for Life), Soccer Pools and Super66
entries can be advanced up to nine weeks ahead of
the current draw.
Set for Life and Cash 3 entries can be advanced up to
six days ahead of the current draw.
This is a useful function in the lead-up to events such
as Saturday Lotto Superdraws and Megadraws, and
can help maintain sales over holiday periods where
players may otherwise forget to buy their tickets.
Advance Play entries can be placed for playslip, Slikpik
or QuickSET entries.
For Slikpik and QuickSET entries, players need to
advise you of the advance draw they wish to enter.
For Lotto (excluding Set for Life) or Soccer Pools playslip
entries, players need to mark the Advance Play box
on the playslip and advise you of the advance draw
they wish to enter.
For Set for Life or Cash 3 playslip entries, players need
to mark the relevant Advance Play day box on the
playslip.
Instructions on filling out a playslip for an Advance
Play entry are on the back of game playslips.
19
5. The Games
Purchasing Lotto tickets (cont)
Multiweek tickets
Multidraw tickets
Multiweek tickets enable players to enter draws for a
number of consecutive weeks.
Multidraw tickets enable players to buy Cash 3 entries
for 7, 14, 21 or 28 consecutive draws, starting from the
first available draw.
Lotto, Soccer Pools and Super66 multiweek entries can
be purchased for 2, 5 or 10 consecutive weeks. Set for
Life multiweek entries can be purchased for 2, 4, 6, 8
or 10 consecutive weeks.
This is a useful option over holiday periods or for
people who may not be able to visit your store
regularly.
Multiweek entries can be placed for playslip, Slikpik or
QuickSET entries.
For Slikpik and QuickSET entries, players need to advise
you of the number of consecutive weeks they wish to
enter the game.
For playslip entries, players need to mark their
preferred option in the Number of Weeks or Play
Multiple-Weeks box on the playslip.
Instructions on filling out a playslip for Multiweek
entries are on the back of playslips.
Players can Advance Play 2 or 5 week Multiweek
entries for Lotto or Soccer Pools, up to a total of 10
weeks, e.g. a 2 week Multiweek with an
8 week Advance Play.
Multiweek entries for Set for Life can be advanced up
to a total of 11 weeks, e.g. a 10 week Multiweek
advanced six days ahead of the current day.
you of the number of consecutive weeks they wish to
enter the game and when it should start from.
To complete an Advance Multiweek playslip entry for
Lotto (excluding Set for Life) or Soccer Pools, the player
must mark the Advance Play box and the relevant
Number of Weeks box on their playslip.
To complete an Advance Multiweek playslip entry for
Set for Life, the player must mark the relevant Advance
Play and Play Multiple-Weeks boxes on their playslip.
The Multiweek ticket option does not apply to syndicate
share tickets or Cash 3.
20
Multidraw entries can be placed for either playslip or
Slikpik entries.
For Slikpik entries, players need to advise you of
the number of consecutive draws they wish to enter
the game.
For playslip entries, players need to mark their
preferred option in the Play Multiple-Days box
on the playslip.
Instructions on filling out a playslip for Multidraw
entries are on the back of Cash 3 playslips.
Multidraw tickets cannot be played in conjunction with
Advance Play.
Ticket repeat
A player can enter a Lotto game by presenting a valid
Lotto ticket to produce the same game entry and
combination of numbers.
If a ticket linked to a Player’s Card is used to generate
a repeat selection, that ticket does not continue to be
linked unless the player presents their Player’s Card
as well.
The repeat option does not apply to syndicate
share tickets.
Favourite numbers
A player with a Player’s Card can store one set of
favourite numbers for each game (except Super66) on
their Player’s Card. To do this, they must present their
card and completed playslip for you to register through
the terminal.
The entry details will be stored on the gaming system
under the Player’s Card details, including the number
of weeks selection.
5. The Games
Purchasing Lotto tickets (cont)
Players wishing to play their favourite numbers
simply present their Player’s Card and request the
particular favourite numbers option. The lottery
terminal will print the selected favourite numbers
as per the original entry.
Favourite numbers can be changed by entering a new
playslip with new details and replacing the existing
details in the gaming system records.
The favourite numbers option does not apply to
syndicate share tickets or any Super66 game.
Systems
A System is a way to play lots of games in each draw,
without filling in lots of playslips. System entries are
available for Saturday Lotto, Monday and Wednesday
Lotto, OZ Lotto, Powerball, Set for Life and Soccer Pools.
There are two types of System game:
More numbers – these increase your chances
of winning by giving you more numbers in
each game, or
Fewer numbers – these increase your chances
of winning by reducing the number of correct
Winning Numbers you need to have.
Players often win more than one prize on a System
entry. More information on winning combinations for
System entries is available in our How to Play Systems
brochure and on the Lotterywest website.
Systems can be played by selecting your own numbers
on a playslip, Slikpik or as a QuickSET. You can also buy
a share in a syndicate that is a System entry (excluding
Set for Life).
you of the System entry they wish to buy.
For playslip entries, players need to check their
preferred System option in the Systems box on
the playslip.
Instructions on how to fill out a playslip for System
entries are on the back of playslips.
As System entries cover multiple combinations of
numbers, they naturally cost more than a normal entry.
System prices for all games are in the Cost of Entry
brochure and on the Lotterywest website.
Combo Packs
A Combo Pack is an easy way for players to play a
range of Lotto games across the week. All tickets in a
Combo Pack are Slikpik or QuickSET entries and the
combination of games in the pack is fixed. Combo
Packs can be purchased any day of the week and
there are a number of packs to choose from. The pack
will include a ticket in every game included in the pack
for the seven days from the day of purchase.
Advance Play and multiweek entries are not available
however players will be able to purchase a Combo
Pack and choose to start any day within the next seven
days of their purchase. Syndicates are not available
with Combo Packs.
On occasions, specific event based Combo Packs are
created and will be communicated to retailers in
InTouch.
Selling tickets after draw close off
Once a ticket has been produced, this is a
valid entry into that game and must be paid
for. If you still have unsold tickets at the time
of draw close off, the ownership of these tickets
remains with you.
If you decide to sell a ticket to a player
after draw close off you must ensure that
the player understands:
That the draw has closed
Where in the process the draw is (according
to the timeline on page 23), and
That the results may have already been declared.
21
5. The Games
Syndicates
A syndicate is a group of players who share
the cost of a Lotto ticket in order to play
more games and increase the chance of
winning. If the syndicate wins, the win is
shared equally by syndicate members.
Syndicates are particularly popular for big events,
such as high-level jackpots, Superdraws and
Megadraws.
Syndicates can be set up through the terminal for
most games, including Saturday Lotto, Monday and
Wednesday Lotto, OZ Lotto, Powerball and Soccer
Pools. Syndicates are not available for Set for Life.
In addition to the rules for all Lotterywest games,
there are specific rules for syndicates which are on
the Lotterywest website.
Lotterywest Syndicates
Lotterywest Syndicates, which are created and sold
using your terminal, are of three types:
1.Retailer Syndicate
This is set up by you, and shares can be sold only
from your store.
2.Retailer Group Syndicate
You set this up and invite other Lotterywest stores
to help sell the shares.
3.Lotterywest Network Syndicates
These are set up by Lotterywest and can be sold
at all Lotterywest stores with lottery terminals.
Information on Lotterywest Syndicates is in the
Syndicates Manual.
22
Player-run syndicates
Players may gather a group of friends, family or work
mates to create a syndicate. Forms are on our
website.
You can establish a player-run syndicate as a Retailer
Syndicate through your terminal so you can produce
share tickets for syndicate members.
Following the draw, each syndicate member can
claim his or her own share of any winnings, using
their share ticket.
Manual syndicates
Due to the risks involved in the use of manually
created syndicates, any manual syndicates created
are considered a breach of your Agreement and
steps will be taken to ensure that retailers comply.
5. The Games
Lotto draws and results
Where the draws take place
Draws for Saturday Lotto, Monday and Wednesday Lotto, OZ Lotto, Powerball, Set for Life and Super66 take
place in Brisbane, Queensland.
For Cash 3, a Western Australian game, the draw takes place at Lotterywest Head Office at Osborne Park.
Draws do not take place for Soccer Pools as results are determined by the order of rank applied to the results
of the matches. The game is administered in Adelaide, South Australia.
When the draw takes place
The draws occur as outlined in the table below, except for Soccer Pools. Due to the nature of this game, the
draw close off time varies and you will be sent the relevant information to communicate these times to our
players.
Game
Draw Close
Draw Time
Winning Numbers
Declared
Dividends
Declared
Prize Payments
Released
Saturday Lotto
6.00pm
6.15pm
6.59pm
6.59pm
8.00am Next Day
Super66
6.00pm
6.15pm
6.59pm
6.59pm
8.00am Next Day
Monday Lotto
6.00pm
6.15pm
6.59pm
6.59pm
6.00am Next Day
OZ Lotto
6.00pm
6.15pm
6.29pm
6.45pm
6.00am Next Day
Wednesday Lotto
6.00pm
6.15pm
6.59pm
6.59pm
6.00am Next Day
Powerball
6.00pm
6.15pm
6.29pm
6.45pm
6.00am Next Day
Set for Life
7.00pm
7.30pm
7.45pm
7.45pm
6.00am Next Day
except 8.00am Sunday
Cash 3
5.05pm Same Day
5.00pm
5.05pm
5.46pm
5.46pm
Note: Times may change without notice
23
5. The Games
Lotto draws and results (cont)
Results
Website and Lotterywest App
Television
Winning Numbers, dividends and prize levels for
current and past draws are available on our website
and app.
All draw results except Soccer Pools are televised in
Western Australia.
We have an arrangement with Channel Seven or
7TWO to televise results at these times each week.
These times may change without notice.
Saturday Lotto
6.59pm Saturday
Super66
6.59pm Saturday
Monday Lotto
6.59pm Monday
OZ Lotto
6.29pm Tuesday
Wednesday Lotto
6.59pm Wednesday
Powerball
6.29pm Thursday
Set for Life
7.45pm Daily
Cash 3
5.46pm Daily
Results are also televised on GWN in
regional WA.
Newspaper
Results may be published in The West Australian or
in other newspapers at their discretion.
Premium Results Telephone Line
Call 1900 919 958. Calls cost 44 cents per minute
including GST plus a 15 cent connection fee. Mobiles
and pay phones cost extra. This service provides the
Winning Numbers and the dividends at the times
outlined in the draw table.
Email
Players can sign up on our website to receive the
Winning Numbers by email.
Claiming prizes
Under the Lotteries Commission Act 1990 (as
amended), players have 12 months to claim prizes
for Lotto, Cash 3 and Soccer Pools before their
ticket expires.
After this date, the proceeds from unclaimed prize
moneys are distributed in accordance with Section
24 of the Act. These Residual Moneys are returned to
the community via direct grants to approved
charitable and benevolent groups and organisations
within WA.
The Lotteries Commission Act 1990 is on the
Lotterywest website.
24
5. The Games
Lotterywest Player’s Card
We want to make it as easy as possible for
players to collect winnings so they don’t
miss out on prizes because they’ve
misplaced a ticket or forgotten to check
numbers.
Players can check the progress of their application by
calling Customer Services during business hours and
quoting the Application Number.
The Player’s Card allows a player to register Lotto
ticket purchases, including syndicate share tickets,
using their card at point of sale. If a registered ticket
wins a prize and that prize has not been claimed
within five weeks of the draw, we send a cheque or
credit the nominated bank account of the player.
If players lose tickets or syndicate share tickets they
have registered, or their Player’s Card, or need to
update their details, they should contact us as soon
as possible.
A winning ticket is a bearer ticket. It’s just like cash, so
players should be reminded to keep tickets safe.
A Player’s Card and wallet will be posted to the
player.
You must not keep customer Player’s Cards at your
store, copy their details or add them to your
database without our approval and that of the
customer.
For a one-off fee of $10.00, a Player’s Card is an easy
way for players to protect their tickets and gives you
another opportunity to earn commission.
Players can also store favourite numbers on their
card for Saturday Lotto, Monday and Wednesday
Lotto, OZ Lotto, Powerball, Set for Life, Cash 3 and
Soccer Pools.
How it works
A player completes the application form in the
Player’s Card brochure, shows you identification and
submits the form to you with the $10.00 fee.
You must make sure that all information is correct
and easy to read, and then complete the box titled
‘Lotterywest Retailer Use Only’. Scan the form through
your terminal, noting the scanning instructions.
Give the application form and receipt to the player so
they have a reference number for their application.
25
5. The Games
Lottery Rules
The integrity of our lottery games and
business reputation are our greatest assets.
If they are jeopardised in any way, our
business and yours may be at risk.
Federal laws and state legislation govern Lotterywest
operations. The standards and procedures in this
Manual and the official Lottery Rules are all based on
our legal obligations to Parliament, the people of
Western Australia and our Australian lottery industry
partners.
All retailers must comply with Lottery Rules and at all
times provide access for customers to view them.
The availability of the Rules at your store may be
subject to an independent audit.
Lotterywest will make updates from time to time.
The most recent consolidated copy will be made
available on the Lotterywest website.
26
5. The Games
High value ticket monitoring
High value tickets are monitored by
Customer Services. A high value ticket could
be a master ticket for a Retailer or Group
syndicate, ticket for a private syndicate (i.e.
not a Retailer syndicate) or simply a ticket for
a player who buys a large System entry.
Although we have this monitoring system in place to
reduce the risk that high value tickets may have been
produced in error (or deliberately) by someone with
access to your terminal, the retailer is liable for the
cost of any entries produced through the terminal.
We currently monitor tickets with a value of $2,500.00
or more. We do not monitor any transactions through
your terminal below this value.
You should regularly reconcile your terminal reports
with your cash register to help manage your risk and
to check that transaction levels are within the normal
range for your store. This practice will help you to
quickly highlight and investigate any discrepancies.
If you produce a high value ticket, Customer Services
will call the retailer or if appropriate, the store
manager, to confirm that they are aware a high
value ticket has been produced and that the ticket is
a valid entry. We will identify the ticket type and value
and note the retailer or manager’s details and make
a record of the telephone call.
Customer Services will always try to contact the
retailer as soon as the transaction appears on our
monitoring system, however a high value ticket
produced on or near the draw close off time may not
be detected before the close off. In this case the entry
will be included in the draw and the retailer will be
liable for the cost of the ticket.
27
5. The Games
Customer payments, sales administration
and restrictions
You must be aware of the risks of accepting
any payment other than cash for the sale of
Authorised Lottery Products.
All Authorised Lottery Products must be sold
at face value and must not be discounted.
The following administration procedures for
the sale of Authorised Lottery Products
ensure that we comply with our legislative
responsibilities and audit requirements.
They have been devised to protect
customers and every member of our retail
network.
Ticket management and prize payments
All retailers must:
Give all non-winning tickets back to the customer
Staple the payout receipt to paid tickets, and
Retain all winning Lotto tickets you have paid out
prizes against for 13 weeks after the pay-out date.
Cancelling tickets
If you wish to cancel a Lotto ticket, it must be done
prior to the draw close off.
Within 15 hours of the ticket being produced, you can
cancel that ticket on the terminal it was produced
from.
If you need to cancel a ticket more than 15 hours
after it was produced and before the draw close off
please contact Customer Services for assistance.
28
There may be occasions where we are unable to
cancel tickets, such as there not being enough time
to process the cancellation prior to draw close off.
Your terminal will print a cancellation receipt that
must be stapled to the ticket. Cancelled tickets must
be retained for 13 weeks and then destroyed.
The supply of Authorised Lottery Products to be sold
by another party at any location other than your
premises will be considered a serious breach of your
Agreement. This could result in the suspension or
termination of your Agreement.
Retailers must not offer or sell lottery products over
the Internet or by any other electronic means.
Retailers must not sell or promote any gambling
products other than Authorised Lottery Products.
Validating prize payments
When Scratch’n’Win and Lotto tickets are checked on
your terminal or ticket checker, the information is
matched with our gaming system data to identify the
prize value.
You must scan all prize-winning tickets on the
terminal to validate prizes through the gaming
system.
If the ticket is damaged or printed poorly, you may
need to manually validate the ticket using the
keypad. For Lotto tickets enter the serial number. For
Scratch’n’Win you need to enter the ticket number
and the validation number.
The terminal will automatically print two prize payout
receipts for all Lotto prizes. Attach one to the winning
ticket and hand the other to the customer. You must
keep all winning tickets for 13 weeks.
5. The Games
and restrictions (cont)
For Scratch’n’Win, the terminal will only print payout
receipts for all prizes over $10.00. You must keep all
winning tickets until the end of the day.
Verbally confirm the prize amount to the customer. Be
discreet if the player has won a major prize. It is your
responsibility to protect the player’s privacy.
The following procedure must be followed
so that Lotterywest can reimburse you for prize
amounts paid on valid winning tickets:
Prize payments
Check all winning tickets using the terminal
before paying out. This checks that the ticket
has not been reported as stolen, already paid,
expired or cancelled. We will not reimburse
prizes paid out incorrectly
Your terminal is set to automatically pay all prizes up
to and including $500.00 and you must pay all prizes
up to $500.00, regardless of which store sold the
ticket.
When checking a Scratch’n’Win ticket make sure
it does not have ‘PAID’ stamped on the back. If it
does, the ticket may either be stolen or paid out
by another retailer
If the prize amount is between $500.00 and
$7,000.00 your terminal will prompt you to either
proceed or cancel payout. If you wish to pay out a
prize over $7,000.00 you must contact Customer
Services for authorisation.
The terminal players’ screen will display the
amount won
If you choose to proceed, make sure you have the
funds to honour the payment. Once you choose to
pay out, it cannot be reversed.
If you cancel the payout you must hand the ticket
back to the customer so they can claim their prize at
another store, Authorised Payout Centre, or
Lotterywest Head Office.
Division 1 prizes, 1st Prizes and Scratch’n’Win top
prizes can be claimed only at Lotterywest Head
Office.
Please refer to the guidelines later in this section for
managing a major prize winner.
You must use your terminal to check tickets presented
by customers before paying a cash prize.
Once you have paid out a winning Lotto
ticket you must staple the payout receipt to
the ticket and retain it for 13 weeks before
destroying it
Once you have paid out a winning Scratch’n’Win
ticket you must tear the ticket through the
barcode and stamp ‘PAID’ on the back. Store
it securely until you have reconciled the prize
payout at the end of the day, and
Following your daily reconciliation, all paid
Scratch’n’Win tickets must be shredded or
torn up to prevent them being claimed at stores
without a terminal.
Do not throw paid winning tickets into the bin.
You will be held financially responsible for any prize
payouts claimed on tickets you have failed to destroy,
which are later presented and claimed a second time
at another store.
29
5. The Games
and restrictions (cont)
Multiweek tickets
Ticket expiry
If a prize is claimed against a multiweek ticket that
has other draws remaining, the gaming system will
generate an exchange ticket for the customer for any
remaining draws.
Our Act specifies that players have 12 months to
claim prizes on Lotto and Scratch’n’Win tickets.
Lotterywest has no discretion to pay prizes on
expired tickets.
The exchange ticket will be automatically generated
along with the prize payout slip. You must give this
ticket back to the customer. It will have a different
number to the original ticket and be valid for the
remaining draws.
Scratch’n’Win tickets expire 12 months after the date
when the last book of tickets for that game was
despatched from our Distribution Centre.
If a player registers a multiweek ticket on their
Player’s Card and wins a prize, they will be
automatically paid after five weeks if the prize
remains unclaimed. If there are draws remaining on
the ticket when this happens, the gaming system will
automatically generate a new ticket number (like an
exchange ticket).
The original ticket the player retains will no longer be
valid. However, they will still receive any further
winnings through the automated payment process.
Reimbursement for prize payouts
We will combine all prize amounts paid over each
week and credit that amount to your account. This
credit will be offset against your Scratch’n’Win ticket
purchases, online product sales and any other
charges owed to Lotterywest during that period.
We will not reimburse you for prizes paid on invalid
tickets.
30
The expiry dates for Scratch’n’Win games are
regularly updated on the Lotterywest website.
If an expired ticket is presented for a claim, a ‘Game
Closed’ message will be displayed after scanning the
barcode. Explain to the customer that under the
terms of the Act, the prize cannot be paid.
Interstate tickets
Lotterywest cannot pay out prizes against a ticket
bought in another State or Territory. This means that
tickets from other lotteries will not be recognised by
our gaming system and we will not reimburse you if
you accidentally make the payment.
If a ticket from an interstate or international lottery is
presented for prize payment, advise the customer
that they can claim only in the lottery jurisdiction
where the ticket was bought.
5. The Games
Scratch’n’Win stock
Ticket allocation
Activating
Under your Agreement you are required to
stock the full range of current Scratch’n’Win
games. The number of books in your weekly
allocation will depend on your average
sales over the past few weeks.
When you are ready to start selling a book of tickets,
activate it by scanning the barcode visible through
the plastic wrapping.
It is your responsibility to check your weekly allocation
through the terminal and ensure you have enough
stock to meet customers’ needs each week.
Information about distribution and activation dates
for new games appears each week in InTouch.
Please refer to Section 6 for further information on
ordering additional stock and consumables through
your terminal.
High sales periods
Take notice of any special events or calendar days
coming up when you may need to order additional
stock. Scratch’n’Win tickets are popular gifts for
Christmas, Mother’s Day and Father’s Day, and you
will automatically be allocated more stock during
these times.
Receipting and activating
Before you start selling your Scratch’n’Win tickets you
need to receipt and activate them.
Receipting
When you receive a delivery, check that all the books
listed on the packing slip are there. If there are any
discrepancies, call Customer Services immediately.
If your delivery is correct you need to receipt your
delivery using your terminal. You will not be able to
activate a book if you have not receipted it first. All
receipted books should be kept secure in a safe until
ready to be activated.
Activating a Scratch’n’Win book makes the tickets live
and ready for sale. It also allows for prizes to be
claimed. For this reason you must not activate books
of Scratch’n’Win tickets until they are ready to be
displayed for sale.
Security
Scratch’n’Win tickets are often targets for
thieves. You can take the following steps to
protect your business and the Lotterywest
retail network:
Be vigilant. Do not leave your Scratch’n’Win
display unit unattended
Discuss security options with your Retailer
Relationship Officer
Ensure that all staff are trained in security
procedures at your store
Do not activate books of tickets until just
before displaying them for sale
Stamp winning tickets ‘PAID’ and tear through the
barcode as soon as you have paid out the prize
Destroy any paid winning tickets once you have
reconciled your terminal reports with your cash
register at the end of the day
Keep a close inventory of your Scratch’n’Win stock,
and
Take out adequate insurance to cover stock.
31
5. The Games
Scratch’n’Win stock (cont)
Managing lost or stolen Scratch’n’Win tickets
If books of Scratch’n’Win tickets are lost or stolen
while in transit from Lotterywest to your store, you
must contact Retailer Supplies immediately.
In the event of a theft or loss of Scratch’n’Win
books or tickets from your store, retailers should:
Make a note of the barcode numbers of the
books lost or stolen if the information is available.
If not, note the barcode numbers on the books
left in stock
Inform Customer Services immediately. By using
your records to confirm the details of books issued,
receipted and activated, the stolen books can be
identified and voided, and
Notify the police and request a police report
number. Customer Services will prepare a lost
or stolen ticket report that requires this
report number.
Customer Services can place books into stolen status.
When these have been placed in stolen status, they
cannot be activated by the receiving retailer or any
other store and cannot be used to claim a prize.
We do not provide credits or refunds for tickets stolen
from your store. This includes books not activated.
You need to deal directly with your insurance
company to recover the cost of replacing them.
32
It is in the interest of all retailers to activate
Scratch’n’Win tickets only when they are displayed
for sale. If books have not been activated before
being stolen, the tickets are of no value to a thief.
If a ticket with a void status is presented at your store,
the gaming system will not pay out. You should
contact Customer Services immediately to confirm
ticket details.
5. The Games
Managing a major prize winner in your store
Managing Division 1 and 1st Prize winners
Your terminal will notify you the morning after
a draw if a Division 1 or 1st Prize winning
ticket has been sold at your store. Be
prepared for the possibility that the customer
will return to check the ticket.
We will contact you if a Division 1 or 1st Prize winning
ticket has been sold at your store. We will also refer
you to the process for managing a Division 1 or 1st
Prize win and respecting customer privacy.
You may also have customers checking winning
tickets sold elsewhere.
Provisional Winner – what you need
to know
A 14 day Validation (claim) Period applies to all
Division 1 prizes for Lotto and Soccer Pools games
and 1st Prizes for Set for Life. This applies in each
participating state lottery. It means that the prize
amounts declared immediately after the draw are
‘Provisional’ only and are subject to final confirmation
at the end of the Validation Period.
Tickets checked through your terminal after
the 14-day Validation Period will prompt the following
information to appear on your
players’ screen:
Congratulations!
Collect your ticket from retailer
Claim Prize
From Lotterywest
and the below on your terminal screen:
Over retailer’s limit $XXXX
Hand ticket back to
customer
For security reasons the sound effect for a winning
Division 1 or 1st Prize is the one used for all prize
divisions.
Tickets checked through your terminal within
the 14-day Validation Period will prompt the following
information to appear on your players’ screen:
Congratulations!
Provisional Winner
Please contact Lotterywest
Provisional winner
Ticket can be paid only at
Lotterywest
33
5. The Games
Managing a major prize winner in your store (cont)
Informing a customer of a major prize is one
of the most exciting things that can happen
to a retailer. Here are the guidelines for managing
major prize winners:
If a customer has presented a ticket for checking
and one of the above messages appears on your
terminal, that player is potentially a major prize
winner
In the event of a high level jackpot or event that has
had significant media attention (e.g. OZ Lotto or
Powerball jackpots over $20 million) Lotterywest will
instigate our ‘High Level Jackpot Suppression
Process’. In this case the details of where winning
tickets are sold are not made available on the
terminals or to the media until after the winners have
come forward to claim their prize.
If there are no other customers in your store, tell
the customer the terminal has indicated
that they are either a provisional winner or a
winner. Congratulate them and inform the player
that the ticket must be presented to Lotterywest’s
Head Office during office hours
We will still contact you in the event that a Division 1
or 1st Prize winning ticket has been sold at your store
as per standard process. A terminal message will be
sent to all retailers to advise which store sold the
winning tickets after the winners have come forward
to claim their prize. The media will be notified as the
last step in the process.
If other customers are present, invite the
player into a private room or ask them to wait
until the other customers have left before telling
them the good news
The High Level Jackpot Suppression process is
designed to protect the anonymity and privacy of
Division 1 or 1st Prize winners and avoid media
coverage that may expose the winners to risk.
Tell the customer they must take their ticket
to Lotterywest Head Office for processing as
soon as possible, and
The most important thing is to remind the
customer to take care of the ticket, particularly
if they have come into your store after office hours
or on a weekend. Please advise the customer that
all tickets are bearer tickets and need to be
managed carefully.
34
5. The Games
Managing Scratch’n’Win top prize winners
You need to be prepared for the possibility that a
Scratch’n’Win top prize winner will present their
winning ticket at your store.
Informing a customer they have won a major prize is
one of the most exciting things that can happen to a
retailer. You must always be prepared with the
following guidelines for managing Scratch’n’Win top
prize winners in your store:
When a Scratch‘n’Win ticket with a top prize is
checked through the terminal the following
information will appear on your players’ screen:
Congratulations!
Collect your ticket from retailer
Claim Prize
From Lotterywest
Over retailer’s limit $XXXX
Hand ticket back to
customer
For security reasons the sound effect for a top prize
winner is the one used for all prizes.
If a customer has presented a Scratch’n’Win
ticket for checking and the above message
appears on your terminal, that player is
potentially a major prize winner.
If there are no other customers in your store, tell
the customer the terminal has indicated that they
are a top prize winner. Congratulate them and
inform the player that the ticket must be
presented to Lotterywest’s Head Office during
office hours
If other customers are present, invite the
player into a private room or ask them to wait
until the other customers have left before telling
them the good news
Tell the customer they must take their ticket
to Lotterywest Head Office for processing as soon
as possible, and
The most important thing is to remind the
customer to take care of the ticket, particularly if
they have come into your store after office hours
or on a weekend. Please advise the customer
that all tickets are bearer tickets and need to be
managed carefully.
If you have sold the winning ticket we will
congratulate you on selling the top prize and refer
you to the process for managing a top prize claim in
your store and respecting customer privacy.
35
5. The Games
Respecting customers’ right to privacy
Protecting the privacy of winners is essential.
You must not pass on any personal information
about the winner that might lead to them being
identified. Such news can travel quickly, particularly in
small communities.
A Division 1, 1st Prize or top prize win is a cause for
celebration within a community. Make the most of
the happy news, but be sensitive and understanding
of the winner’s right to privacy and security.
Do not pass on any information about where the
winner lives, their family circumstances or work. If
pressed, say you are not permitted to discuss the
winner’s details due to privacy legislation.
We issue a media release after every Western
Australian Division 1 or 1st Prize win. This may be
delayed in the event of a high level jackpot or event
that has had significant media attention. Refer to
‘Managing Division 1 or 1st Prize winners’ earlier in
this section. The media release includes information
such as how many winners there were in Western
Australia, which stores sold the tickets and how
much was won.
Making the most of selling a winning ticket
You should be prepared for journalists to approach
you after issue of the media release to request an
interview with you.
Do not discuss details with anyone else, including
other customers, your staff or the media.
Respecting the privacy of a Lotto Division 1,
1st Prize winner or Scratch’n’Win top prize winner
does not mean you cannot use the win to boost your
store’s exposure, generate media interest and
promote sales.
Lotterywest winner’s basket
If your store sells a Division 1, 1st Prize winning Lotto
ticket or Scratch’n’Win top prize winning ticket, we will
send your store a certificate, banner and winner’s
basket to help you publicise the news.
If you have participated in a Division 1 winning Group
Syndicate, we will send the master ticket holder a
winners basket and all retailers in the syndicate a
certificate and balloons to promote the win.
Place these special promotional items in a prominent
spot in your Lottery Area. The banner can only be
displayed for a maximum of one month.
36
Contact your local newspaper. You may give
them general information such as:
When the last major prize was sold from
your store
Whether this was your first major prize
The amount won
If this was a syndicate win run by your store,
or
If the prize is part of a winning streak for
your store.
Please contact our Corporate Communications
team if you would like advice or support dealing
with the media.
Overview
This section of the Manual has been designed to help you with the
day to day running of your lottery outlet.
It contains important information about:
• The terminal
• Settlement of lottery product accounts
•Reporting
• The role of Customer Services, and
• Our Retailer Supplies team.
1
The terminal
A Lotterywest terminal in your outlet signifies
to your customers that you are entitled to
sell Authorised Lottery Products.
The terminal is your primary tool for distributing
Lotterywest products. It ensures that you are paying
out correct and valid prizes. It is also a channel of
regular communications between us and our retail
network. All terminals are linked to our gaming
system that records, calculates and processes every
transaction made within our network.
All terminals remain the property of Lotterywest
and cannot be offered for sale, moved or disposed
of in any manner without written approval from
Lotterywest.
The following core business functions are
performed using the Lotterywest terminal:
Producing lottery tickets
Providing details of winning numbers and
prize dividends
Generating daily and weekly reports
Ordering additional Scratch’n’Win stock and
consumable items
Receipting and activating Scratch’n’Win stock
Cancelling lottery tickets
Validating prize claims, and
Receiving messages and updates from
Lotterywest.
2
Arrangements for additional terminals are made at
our discretion and in accordance with the current
Terminal Management Policy. Please speak to your
Retailer Relationship Officer for further information
regarding this policy and how it will affect your
business.
As the focal point of your Lottery Area, the terminal
must be in a prominent location to attract people into
your outlet and positioned in accordance with your
approved floor plan. Ideally this position will be
alongside or within close proximity to your
Scratch’n’Win display unit and your cash register.
You must obtain written permission from us before
moving the terminal to another position within your
outlet. Moving the terminal may also require
modifications to your shopfit and prior approval
is required.
Using your terminal
Operating the Lotterywest terminal correctly and to
maximum effect requires a significant level of skill.
We provide training for all members of our network.
This ensures that you and your staff are able to
operate your terminal in a quick and efficient
manner.
Our training ensures that you are aware of the full
capabilities of the terminal, including the ordering
and reporting functionality.
It is a condition of your Agreement with Lotterywest
that the owner/managers successfully complete
Lotterywest’s ‘Manage a Lottery Outlet’ course.
The terminal (cont)
To enable you to meet your customers’
expectations and maximise the number of
transactions you can process during peak
times, you must:
Always have at least one Lotterywest trained
operator in attendance during your trading hours
supervising all other staff selling lottery products
Ensure the trained operator and ideally all
other staff selling lottery products are dressed in
the Lotterywest uniform and are wearing a
Lotterywest name badge
Ensure a telephone is within easy reach of
whoever is operating the terminal. This will make
communicating with the Customer Service Centre
much easier, and
Ensure all operators use the terminal as instructed
by us.
Terminal security
Each terminal is protected by a ‘sign-on’ and ‘signoff’ ID number and password system consisting of
your retailer identification number and another fourdigit randomly selected number. These unique
numbers should only be given to authorised staff.
You must ensure that the terminal is signed-off if it
will be unattended for any length of time.
Once a transaction is processed through the
terminal, the retailer is liable to pay the net cost of the
transaction to us. We have no way of knowing who
processed the transaction from a terminal, only that it
came from a particular outlet.
To avoid unauthorised transactions being made
through your terminal, you and your staff should
follow these simple and practical security
measures:
Do not share ID numbers or passwords for
your terminal
Never write down the ID numbers or passwords
or display them where they could be seen
Position each terminal to prevent unauthorised
or illegal access, and
Ensure your terminal is signed off when it is
left unattended and at the end of trading
each day.
If you believe that someone has obtained your ID
number and password, contact our Customer Service
Centre immediately. They will be able to issue you
with a new password which will be activated the
next business day.
There are two levels of ‘sign-on’ (manager and staff)
that impact certain parts of terminal functionality such
as the creation of syndicates and access to reports.
Unauthorised people could use the terminal for their
own gain if they are able to obtain the pass
numbers. They may also take advantage of the
terminal being ‘signed-on’ if the terminal is
positioned in such a way that they can physically
reach the touchscreen.
3
The terminal (cont)
Terminal maintenance
The list below details processes and requirements to
ensure that your terminal remains functional.
1. Cleaning the main screen
The main screen should be cleaned daily using a
micro fibre cloth such as those used for glass
cleaning. The cloth may be dampened (not saturated)
with water but no chemicals should be used on the
screen. The cloth can be washed in cold water and
re-used.
2. Cleaning the scanner and white rollers
The scanner and rollers should be cleaned daily to
remove any latex, dust and ink. A micro fibre cloth
without chemicals should be used on the scanner
glass. Rotate the white rollers one full rotation to
ensure no marks remain.
Ensure that the roll extends at least 10cm beyond the
closing printer lid. The roll of paper needs to be
placed towards the back of the cradle. Keep the
interior of the printer free of dust.
To prevent the terminal from overheating or
malfunctioning, you must not interfere with or insert
any object into the terminal or attached electronic
devices or place packing boxes, bags, and other
items on or around any electrical equipment.
We recommend that you maintain at least 75mm
of free space around the terminal to allow
unrestricted air flow.
Do not affix the terminal to the counter in any way.
It must be free standing to allow easy access for
technicians to move or replace it if necessary.
Having staff in attendance that are trained to carry
out these functions will ensure that there will only be
minor interruptions to your ability to serve customers.
3. Scratch’n’Win tickets
Please scratch Scratch’n’Win tickets away from the
terminal to prevent latex from falling into the scanner
and sticking to the glass and rollers which impacts
on the scanner’s effectiveness.
4. White out use
Do not use correction tape on playslips as it leaves
marks on the scanner glass and white rollers. This
can transfer onto subsequent playslips or impact on
the scanner’s effectiveness.
5. Replacing the terminal roll
The printer uses high quality thermal paper and is a
separate unit. The terminal will display a ‘paper low’
message when the paper is low. It is important to
change the paper immediately as the terminal will
not allow further transactions.
We recommend checking the terminal roll in the
printer at the start and middle of each day to avoid
‘paper low’ messages interrupting terminal
transactions.
4
Technical difficulties
Customer Services are available during operating
hours to attend to any query about the operation and
maintenance of the terminal. See the contacts page
for details of terminal operating hours.
If the terminal malfunctions and you are not able to
rectify the issue, please contact Customer Services
immediately.
Contacting our Customer Service Centre as soon as a
problem occurs will avoid lengthy delays in
identifying and resolving the problem. You may be
liable for costs involved with repairing a terminal if
the damage was the result of you not following our
guidelines.
The terminal (cont)
Terminal insurance
We insure all terminals used by our retailers. You
must notify Customer Services if a terminal is stolen
or damaged in your outlet.
Telecommunications costs
A small weekly fee applies to each terminal
operating within our retail network. This fee is a
partial recovery of costs involved with maintaining
online connections between the gaming system and
your terminal(s).
Please refer to Appendix A for the current schedule of
fees and charges.
5
Settlement of lottery product accounts
Money paid by customers to you for the
purchase of Authorised Lottery Products is
collected and temporarily retained by you in
trust for Lotterywest.
Payment problems
The current rates of commission payable against
each Lotterywest product can be found in
Appendix A.
You collect money from the sale of lottery products on
behalf of Lotterywest. Failure to remit funds on the
due date is a serious breach of your Agreement.
In accordance with the Agreement, you may only sell
Authorised Lottery Products at the prices determined
by us. This means that discounting or charging any
variation on established prices for Authorised Lottery
Products is expressly forbidden.
You need to ensure that sufficient funds are in your
nominated bank account to cover the payments due
to us each week. A charge will apply for each
dishonoured payment that occurs. Please refer to
Appendix A for the current dishonoured payment
charge.
Lottery products settlement process
If any payment issues cannot be resolved promptly,
your authority to trade in lottery products will be
suspended until payment is received in full.
Electronic banking
We operate a direct debit banking process to settle
amounts due for the weekly direct debit.
Each Wednesday morning, we perform a direct debit,
or ‘sweep’ of our retailers’ nominated bank accounts
to recover moneys owed to us.
You must ensure that all moneys due have been
deposited into your nominated bank account by
close of business on Tuesday.
The amount we debit will be a net charge for the
previous week’s transactions and is net of credits
or payments we owe you, including manual
transactions such as promotional credits.
The debit or credit amount is detailed on your Sweep
Recipient Created Tax Invoice (RCTI) available via your
terminal.
6
If you experience any payment problems, please
contact our Retailer Support team as soon as you are
aware of the issue.
Ongoing payment issues may result in the
termination of your Agreement.
Reporting
The gaming system compiles all
transactions conducted through the terminal
in your outlet and you are able to access
this information as reports or invoices,
printed directly from the terminal. We
suggest that any reports you wish to keep
for a period of more than one year are
photocopied on plain white paper.
Financial reports
Various financial reports are available through
the terminal. You can access them from the financial
reports icon found in the Utilities container. Reports
can be printed detailing financial transactions that
have taken place on an individual terminal, or where
an outlet has multiple terminals a combined total is
also available. The sign on level (staff or owner)
determines access to reports.
Game reports
Game reports can be printed directly from the
terminal. They show the winning numbers by game
and draw date as well as the number of Western
Australian winners for each division for the most
recent draw or for previous draws.
Report
Format
Sign on level required to access report
Terminal Balance
Daily
Staff or Owner
Date Range
Uses
Start of day to time report is produced
Reconcile terminal transactions for
end of day balance to point of sale
Today
Daily
Owner
Snapshot from start of 1. Sales targets
day to time report is produced
2. Monitor peaks for planning rosters
3.Minimise risk by monitoring
large transactions
Week to Date
Daily
Owner
Start of current accounting period until report is produced
1. Check targets
2. Monitor performance
3. Track payouts
Tuesday – Monday Daily
1. Monitor your daily sales
progress for the trading week
2. Reconcile daily sales
Owner
Last completed full day
Sweep RCTI
Weekly
Owner
period
Consolidation of transactions 1. Calculates the amount due to
for last completed accounting Lotterywest for past week
2.Statement of GST owing to Australian
Tax Office
Year to Date
Daily
Owner
Consolidation from the first 1. Monitor yearly performance
accounting period of the current 2. Yearly Tax Invoice for
financial year to the last taxation purposes
completed accounting period
(inclusive)
Previous Year
Daily
Owner
Summary of all accounting periods 1. Monitor performance
from the last financial year
2. Comparative performance to previous year
3. Plan targets
7
Reporting (cont)
Scratch’n’Win reports
There are a range of reports available from the
Scratch’n’Win menu to assist you to maintain stock
controls. These reports are located by selecting the
SCRATCH’N’WIN icon.
ReportPurpose
Activated books Indicates stock that has been activated up to the time of printing the report but only
includes books in the current accounting period. When a book is activated, it is charged
to your account.
Returned booksConfirms the books that have been accepted by Lotterywest as returned from your ‘books on
hand’ stock within the current trading week. Books can only be returned when we recall stock
and have been receipted but not activated.
Shipped books
Lists books that are in transit to you from Lotterywest from the start of the current week.
Books on handShows any stock that you have received from Lotterywest and receipted on the terminal,
but not activated.
Settled booksIndicates the books that were settled (paid for) by you in the previous accounting period.
Scratch’n’Win outstanding orderLists books that have been allocated to your outlet for that week’s delivery. You are able
to increase this order by selecting S’n’W Order icon in the Order Functions area.
Retail Link reports
The following reports are available on the Retail Link
website.
Ranking reports
Sales Comparison Report
Ranking reports list the performance of all retailers
throughout the Lotterywest network in order of their
sales performance. These reports are compiled
quarterly and you will be notified when these are
available on the Retail Link website.
A Sales Comparison Report is available for a four
year period on the Retail Link website.
The report will include the net monthly sales
performance (i.e. excluding add on commissions) of
your outlet for each year.
If you require any other reports, please contact your
Retailer Relationship Officer.
8
Customer Services
For retailers
For players
Lotterywest Customer Services provide
support for technical and system difficulties
during the lottery terminal trading hours.
These trading hours are listed on the
contacts page.
Customer Services are able to assist your customers
with day-to-day questions regarding our products or
services during the terminal operating hours.
Our Customer Service Officers are available
to assist you with:
The Player’s Card, including change of address
and lost or stolen Player’s Cards
Problems involving the operation of the terminal
Product and service information for all games,
including how to play information
The authorisation of prize payments you may
choose to pay out and which are greater than
$7,000.00
Checking security codes on Scratch’n’Win ticket
prizes
Voiding lost or stolen books of Scratch’n’Win
stock
The Player’s Card
P
roduct and service information and support for
all games, including how to play information or
details regarding the Player’s Card, and
Customer Service Officers are available to assist
your customers with the following:
Queries regarding the Lottery Rules, and
Collecting feedback on our products and services.
Other services such as validation and payment
of prizes greater than $500.00 are available at
Head Office between 8.30am until 5.00pm,
Monday – Friday (excluding public holidays).
All Division 1, 1st Prize and Scratch’n’Win top prize
winners are required to visit Customer Services at
Lotterywest Head Office to claim their prize.
Feedback on all Lotterywest products and
services.
If you experience any issues with operation of the
terminal, please contact Customer Services
immediately. Customer Services will liaise directly
with the relevant teams at Lotterywest to ensure that
any difficulty you may be experiencing with the
gaming system will be dealt with quickly and
efficiently.
If urgent action is required and your outlet is outside
the metropolitan area, Customer Services will consult
with the Technical Services team who may make
arrangements with your closest Country Depot.
Please do not contact the Country Depot directly.
9
Retailer Supplies
Retailer Supplies provide you with all the
items necessary to operate your lottery
business. They manage point of sale
materials, process the orders you place on
the terminal, allocate Scratch’n’Win stock
and ensure that the supplies you need are
delivered at a set time to you each week.
Weekly deliveries and returns
Every Lotterywest retailer receives a courier
delivery from us each week on the same day at
approximately the same time. We provide you
with courier satchels and envelopes for any
returns you may have.
You must have your retailer name and identification
number printed clearly on the courier satchel.
It is important that you prepare all your return items
before the courier arrives. This will ensure that you
will not have to keep either the courier or your
customers waiting.
Return items may include:
Special competition entries
Your weekly delivery day
Every retail outlet is located geographically within a
delivery region and the couriers service these regions
on the same day each week. If you are not sure
which day is your delivery day, please contact
Retailer Supplies.
If your delivery day falls on a Public Holiday, we will
notify you of any changes to our delivery schedule.
If you are at risk of running out of Scratch’n’Win stock
or vital consumable items, you may pick up
emergency supplies from our Distribution Centre at
our Head Office in Osborne Park.
What we deliver
Scratch’n’Win tickets
Retailer Supplies will allocate your weekly delivery
of Scratch’n’Win tickets based on the average weekly
sales at your outlet.
The cost of tickets will be invoiced when you activate
each book and be deducted from your nominated
bank account on the Wednesday following activation.
All activation costs will be shown on your Sweep
RCTI report.
Reports and correspondence, and
Poster tubes sent out with promotional materials
for us to recycle.
Open your delivery satchel as soon as possible once
it has reached your outlet. Please check the items
received against your shipping manifest, receipt your
Scratch’n’Win stock and take the time to read any
enclosed letter or notices from us. If there is a
discrepancy, such as missing Scratch’n’Win stock,
please contact Retailer Supplies immediately.
10
Consumable items
Please refer to your terminal to access a list of
consumable items that can be ordered through the
terminal ranging from terminal rolls to brochures and
playslips. You must have adequate supply of these
items on hand or on display in your Lottery Area.
In addition, player wallets are available to order
quarterly and you will be advised via InTouch and by
terminal message when you can order these using
your terminal.
Retailer Supplies (cont)
When ordering, the number next to the item
description on the screen shows how many units one
order will contain. For example if you order playslips,
order one and not the number of units in that pack.
Terminal rolls
Our terminals use custom-made rolls of paper to
print reports, receipts and all lottery tickets. The more
sales you generate, the more paper rolls you will
use. We recommend that you have at least one
spare box of paper rolls on hand at all times.
Do not use any rolls in the Lotterywest terminal other
than those supplied by us.
You should check your paper rolls throughout the
day and when the ‘paper low’ message appears.
Point of sale (POS)
Retailer Supplies will also deliver POS materials for
display in your outlet. We will send you the correct
number and type of POS items appropriate for your
outlet, based on your fixtures and fittings.
Please follow the POS display instructions provided
in InTouch.
Keep the order receipt generated to double-check
orders for particular items made from your outlet.
You can add to your order any time up until 10.00am
on Monday.
Before placing your order, check that you have
enough stock to meet any special ticket offers current
for that week. Compare these with your weekly sales
trends and this will help you ensure you have
enough stock to meet your customers’ needs.
Check InTouch for information regarding new ticket
launches and activation dates.
What if you miss your order
cut-off time?
If you do not place your order before 10.00am on
a Monday, it will not be processed.
You will need to place your order again for delivery in
the next week. If you require stock prior to your next
delivery, please contact Retailer Supplies.
You may be charged courier fees for any additional
delivery of goods outside your scheduled delivery
day. These charges will be deducted automatically
from your nominated bank account on the following
Wednesday.
Placing your orders
It is your responsibility to monitor your stock usage
and to ensure that you place all orders through your
terminal by 10.00am on Monday. It is good practice
to run routine inventory checks.
Please ask your Retailer Relationship Officer for tips to
manage your stock.
Orders for Scratch’n’Win stock and consumable items
are placed through the terminal.
11
12
7. Glossary
AgreementThe agreement between Lotterywest and a retailer. It is made up of the letter
of offer, the Schedule, the Retail Manual, the Agreement Terms and Conditions
and the Guarantee and Indemnity Agreement Terms and Conditions
(if applicable).
Authorised Lottery Products (lottery products)
Means the online products and the instant lottery products issued
by Lotterywest and distributed through our retail network.
Bank guaranteeA provision obtained by a retailer from their financial institution, of a value
established by us, to provide security against the retailer meeting their financial
obligations under the Agreement.
CommissionThe rates of commission paid for the various products are in the Appendix.
Competing activitiesThe sale or promotion of any transaction or activity which consists of, or
involves, a degree of gaming, gambling or betting, whether or not a degree of
skill or knowledge is required. A retailer is not permitted to use any part of the
Lottery Area for competing activities.
Current accounting period
Refers to the current trading week, commencing each Tuesday.
Customer serviceThe high standard of service Lotterywest requires all retailers to standards maintain when interacting with customers.
Digital Point of Sale
(DPOS) screen A Retail Transformation shopfit item. It is a 43 inch electronic screen displaying
Lotterywest point of sale messages in-store.
Email
Lotterywest’s primary method of communication.
External Lotterywest IdentifierA Retail Transformation shopfit item. It is an illuminated sign identifying that a
retailer sells Lotterywest products.
Full Service Lottery Outlet
This is a Lottery Outlet that offers the full range of Lotterywest products.
Gaming system
Lotterywest’s gaming operating system.
Gaming terminalA terminal, its peripherals and interconnects, connected to (terminal)
Lotterywest’s gaming operating system, to enable the conduct of a Lottery.
Group Syndicates
T his syndicate is set up by a single retailer and can include up to 19 other
retailers that can sell shares at their outlets.
GuarantorThe person or persons that guarantee the company’s obligations, as specified
in Item 7 of the Schedule.
1
7. Glossary
Guarantee and Indemnity The specific terms and conditions detailing the obligations of the
AgreementGuarantor.
Internal Lotterywest IdentifierA Retail Transformation shopfit item. It is an illuminated sign identifying the
Lotterywest area within the store.
InTouch
Lotterywest’s weekly e-newsletter sent to retailers every Friday.
Instant lottery products
(Instant tickets)
The instant lottery products issued by Lotterywest under the Act (including the
products known as Scratch’n’Win) and conducted in accordance with the Rules.
Intellectual property rightsAny registered patents, trademarks, trade or brand names registered, designed
or any other industrial or intellectual property rights owned or controlled by
Lotterywest.
LogosA reference to Lotterywest registered trademarks used to promote Lotterywest and
its products.
Lotteries Commission Act 1990 (as amended)
Act of State Parliament that provides the basis for Lotterywest to operate in
Western Australia. This is generally referred to as ‘the Act’.
LotteryA scheme or device in which the success or otherwise of participants is governed
by numbers, tickets, events, etc., drawn or determined in a manner involving a
degree of randomness or chance; conducted by Lotterywest.
Lottery AreaMeans the part of the lottery outlet approved by Lotterywest and allocated for the
conduct of a Lottery.
Lotterywest Outlet The place of business of the retailer approved by Lotterywest.
(lottery outlet or outlet)
Lottery propertyMeans all property owned by Lotterywest, including but not limited to advertising
and promotional material, poster frames, terminals and manuals.
Lotterywest
The trading name of the Lotteries Commission of Western Australia.
Lotterywest AppAn iOS and Android application that allows players to view draw results and
access Play Online on supported mobile and tablet devices.
Manual Play optionA Retail Transformation shopfit item, where players can browse brochures and
complete playslips. Manual Play options are wall mounted, stand alone or
integrated into a counter.
Manual SyndicatesSyndicates that were not administered through the terminal. This method of
administering Syndicates ceased on 30 June 2012.
2
7. Glossary
Master ticket
hen a syndicate is created, a master ticket will automatically print.
W
This confirms that the syndicate has been created.
Network Syndicates
T hese syndicates are set up and managed by Lotterywest. These shares can
be sold by any full service retailer in the network via the gaming terminal.
Online productsThe lottery products offered for sale by Lotterywest by way of a gaming
terminal.
Play Online
The Internet sales channel of lottery products by Lotterywest.
Player’s CardThe card that is registered by a player and linked to a database that records
sales against their details to enable us to pay unclaimed prizes. A player’s
favourite numbers can also be stored on the card.
Point of sale (POS)The advertising and promotional items, such as posters and brochures
provided by us for retailers to display at their outlet.
Point of Sale CounterA Retail Transformation shopfit item, where Lotterywest sales are conducted.
It houses the Photon Terminal, Thermal Printer, Player Display Unit, and Genion
Ticket Checker.
Prescribed ItemsThese items include but are not limited to bongs or other kinds of water pipe
used for smoking marijuana or other illegal substances; any dangerous or
offensive weapon, and any other item Lotterywest notifies the Retailer of from
time to time. Prescribed Items cannot be advertised, displayed or sold within
two (2) metres of the Lottery Area.
Recipient Created Tax Invoice (RCTI)
The invoice report created by Lotterywest and provided to retailers each
accounting week, month or year.
Retail roundingRetail rounding is rounding to the nearest five cents. Digits representing one
cent and two cents are rounded down to zero and digits representing three
cents and four cents are rounded up to five cents.
Retail Distribution PlanThe Retail Distribution Plan details locations where we will consider establishing
lottery outlets in the following 12 months. It also gives an overview of our
process for identifying these locations.
Retailer information flyer (RIF)Document containing information on marketing campaigns, events, products
and promotions.
Retail ImageThe look and presentation of Lotterywest across our retail network that clearly
distinguishes and identifies lottery outlets.
Retail network
The collective term for all lottery outlets within Western Australia.
3
7. Glossary
RetailerThe person or persons appointed under the Agreement with us for the conduct
of a Lottery.
Retailer Development Program
The Retailer Development Program provides a range of support services,
business development opportunities and incentives for our retail network.
Retail presentation standards
The approved standards of presentation of the Lotterywest Retail Image.
Retailer SyndicatesThese syndicates are set up by a retailer on behalf of a particular group of
players and all shares are sold at the time of purchase to those players.
RulesThe rules relating to Authorised Lottery Products made by Lotterywest under
the Act.
The advisory group that represents the retail network.
Scratch’n’WinThe registered trading name for instant lottery products issued by Lotterywest.
Scratch’n’Win CounterA Retail Transformation shopfit item that includes a Scratch’n’Win display
and storage.
Scratch’n’Win
Multi-function Counter A Retail Transformation shopfit item that includes a Scratch’n’Win display and a
brochure and playslip holder.
Scratch’n’Win retailers
(Scratch’n’Win outlet)
Retailers who sell only Scratch’n’Win products.
Share ticketA share ticket confirms the player has a share in the syndicate. It is a standard
wager issued by the system and can be checked on any terminal at any outlet.
Share priceThe share price of a syndicate is calculated by dividing the master ticket price
by the number of shares.
SyndicateA method of selling lottery products, whereby a group of players purchase
a share of a lottery entry.
Syndicate owner
T he retailer who sets up a syndicate is the syndicate owner. The syndicate
owner is responsible for the liability on any unsold shares and for claiming
prizes on those shares.
Truncate
T runcate is where the digits to the right of the decimal point are cut off at two
digits without rounding.
Telephone
This is a landline installed at the outlet.
Trading hours
The hours the lottery outlet will trade.
4
8. Appendices
A. Commission on sales plus fees and charges
B. Additional Contacts
C. Unclaimed Money Act 1990
D. Privacy Information
E. Crime Prevention Retailer
1
8. Appendices
A: Commission on sales plus fees and charges
The following details the level of commission payable
by product type.
Product
Percentage paid to retailers
Gross
Net
Saturday Lotto
9%
8.5%
Monday & Wednesday Lotto
9%
8.5%
OZ Lotto
9%
8.5%
Powerball
9%
8.5%
Set for Life
9%
8.5%
Soccer Pools
9%
8.5%
Cash 3
7%
7%
Super66
7%
7%
Scratch’n’Win Tickets
8%
8%
Player’s Card 10%
10%
The following details our current Schedule of
fees and charges.
Type
Fee
Change in ownership or control
(to existing legal entity)
$110.00 (incl GST)
Dishonoured payment
$55.00 (incl GST)
Application Fee
(for an existing outlet)
$750.00 (GST exempt)
Accreditation Fee
(for a new outlet)
$27,500.00 (incl GST)
Accreditation Fee
(for a new community service outlet)
$11,000.00 (incl GST)
Relocation application
$550.00 (incl GST)
Service Fee
0.5% of all Lotto products
and Soccer Pools sales
Telecommunications
$38.50 (incl GST) per terminal
2
8. Appendices
B: Additional contacts
Australian Competition and Consumer Commission
(ACCC)
3rd Floor East Point Plaza 233 Adelaide Terrace
Perth WA 6000
PO Box 6381 East Perth WA 6892
Telephone:
08 9325 0600
Facsimile: 08 9325 5976
www.accc.gov.au
Australian Newsagents’ Federation (ANF)
PO Box 1588 Melville South WA 6165
Telephone:
0431 242 889
Facsimile:
02 8425 9699
Email:
sarah@anf.net.au
www.anf.net.au
Australian Taxation Office
45 Francis Street Northbridge WA 6003
PO Box 9990 Perth WA 6848
Telephone: 13 2866
www.ato.gov.au
Authorised Prize Payout Centre
Doogues Lottery Centre 159 Murray Street
Perth WA 6000
Telephone: 08 9325 9176
Australian Retailers Association (ARA)
Telephone:
1300 368 041
Email:
info@retail.org.au
www.retail.org.au
Business Enterprise Centres
Offices located throughout the State
www.becaustralia.org.au
Chamber of Commerce and Industry (CCI) 180 Hay Street East Perth WA 6004
Telephone: 1300 422 492
www.cciwa.com
Department of Commerce
140 William Street Perth WA 6000
Locked Bag 14 Cloisters Square Perth WA 6850
Telephone: 1300 136 237
www.commerce.wa.gov.au
Department of Finance
Locked Bag 11 Cloisters Square Perth WA 6850
Telephone:
08 6551 1000
www.finance.wa.gov.au
Department of Racing, Gaming and Liquor
Level 1 87 Adelaide Terrace East Perth WA 6004
Telephone: 08 9425 1888
Email:
rgl@rgl.wa.gov.au
www.rgl.wa.gov.au
Department of Treasury
Gordon Stephenson House 140 William Street
Perth WA 6000
Telephone: 08 6551 2777
Email: info@treasury.wa.gov.au
www.treasury.wa.gov.au
Gambling Help Online 24 hour helpline – Telephone: 1800 858 858
www.gamblinghelponline.org.au
Gambling Help WA
Telephone: 08 9325 6644
Ombudsman Western Australia
Level 2 Albert Facey House
469 Wellington Street Perth WA 6000
PO Box Z5386 St Georges Terrace Perth WA 6831
Telephone:
08 9220 7555
Email:
mail@ombudsman.wa.gov.au
www.ombudsman.wa.gov.au
Small Business Development Corporation
Level 2 Gordon Stephenson House
140 William Street Perth WA 6000
GPO Box C111 Perth WA 6001
Telephone: 13 1249
Email: smallbusiness.wa.gov.au
www.sbdc.com.au
Western Australian Police
Victim Support Service
Telephone: 08 9425 2850
In Emergency: 000
Police Attendance: 131 444
Crime Stoppers: 1800 333 000
3
8. Appendices
C: Unclaimed Money Act 1990
(Summary of general provisions)
The provisions of the Unclaimed Money Act 1990 (the Act) came into effect on
12 April 1991 and are summarised as follows:
Unclaimed Money Defined
Unclaimed Money is generally defined as money (deposits, interest, dividends, bonds, salaries, bonuses,
profits etc) that is equal to, or greater than, $100.00; and which has been held for a period of six years by
an organisation and/or person pending it being claimed by the rightful owner.
Notifications to be sent to Department of Treasury
Holders of Unclaimed Money must provide Treasury with annual Notification detailing those Unclaimed
Monies (as defined above) that they hold as at 31 December each year.
Notifications must be submitted by 31 January each year and should be presented as per the
following example:
Owner of
the Money
Owner’s Last Known
Address (Street) Owner’s Last Known Amount Payable
Date Payable
Address (Suburb/City)
Description of
Payment
SMITH JOHN & MARY
1 St GEORGES TCE
PERTH WA 6000
100.00
1/1/1995
BOND REFUND
ON 1 ST GEORGES TCE PERTH
JOHNSON MR B J
1 HIGH ROAD
ALBANY WA 6330
842.30
25/4/1995
PROPERTY
RATE ADJUSTMENT OF SALE OF Notes:
•Please use upper case and list surnames first
•A paper/hardcopy notification must always be submitted (for audit purposes)
•Where possible, data should also be sent electronically (spreadsheet, word table or text file)
by email to unclaimed.money@treasury.wa.gov.au, and
•All correspondence should be addressed to:
Administrator, Unclaimed Money
Department of Treasury
Locked Bag 11, Cloisters Square
PERTH WA 6000
4
8. Appendices
C: Unclaimed Money Act 1990 (cont)
Payment to Department of Treasury
Government Agencies
Payment of Unclaimed Money will be accepted with
the lodgement of Notifications. However, whilst
payment at that time is voluntary the following
payment procedures are prescribed by the Act.
Government Agencies should refer to Part 3 of the Act,
which contains a number of provisions applying to
funds held by them. Generally, any funds held by an
Agency for a period of six years, which may be subject
to a claim by the owner of that money, would be
defined as unclaimed. At this time the above
mandatory obligations apply.
After 31 July each year Treasury will publish the above
details in the Register of Unclaimed Money (being a
special edition of the Government Gazette) and will
direct owners of the monies to lodge claims with the
Holder. Gazette information is also available at
Treasury and Finance’s Internet website –
www.money.treasury.wa.gov.au
Payment of Unclaimed Money not subsequently
claimed must be remitted to the Department of
Treasury within 14 days of 31 July following the
publication of the Register (ie 31 July of the year
following the submission of the Notification). This
payment must be accompanied by a revised
Notification showing the amounts represented by
the payment.
Please ensure that payment is by cheque or postal
order and made payable to Treasury and Finance.
Voluntary Provisions
Section 13 of the Act provides for Holders wishing to
make voluntary transfers of Unclaimed Money to the
Department of Treasury. Generally, this Section allows
a Holder to voluntarily process unclaimed moneys
that: have been held for a period of not less than two
years; and/or is an amount less than $100.00.
Note that Part 3 of the Act applies to all amounts held,
irrespective of the amount.
Agencies are directed to ensure they comply with
Treasurer’s Instruction 310 until monies are dealt with
under the Act.
Further Information
A person who, wilfully or negligently, fails to comply
with any requirement of the Act commits an offence
that carries a penalty of $2,000.00.
The Act may also be viewed as an on-line publication
at the State Law Publisher’s Internet site – www.slp.
wa.gov.au. A copy of the ‘Unclaimed Money Act 1990’
is contained in the ‘Western Australian Legislation
Databases’ section of this site.
Should you wish to discuss aspects of the
Act, or require clarification of a particular matter,
please contact the Department of Treasury on
(08) 9222 9185 or e-mail your query to
unclaimed.money@treasury.wa.gov.au
Procedures for dealing with monies in accordance
with Section 13 are the same as for the Mandatory
Obligations above.
5
8. Appendices
D: Privacy Information
Extracted from the Privacy Act 1988
The following National Privacy Principles are extracted from the Privacy Act 1988 as at 14 September 2006.
1Collection
1.1An organisation must not collect personal information unless the information is necessary for one or
more of its functions or activities.
1.2An organisation must collect personal information only by lawful and fair means and not in an
unreasonably intrusive way.
1.3At or before the time (or, if that is not practicable, as soon as practicable after) an organisation collects
personal information about an individual from the individual, the organisation must take reasonable
steps to ensure that the individual is aware of:
(a)the identity of the organisation and how to contact it; and
(b)the fact that he or she is able to gain access to the information; and
(c)the purposes for which the information is collected; and
(d)the organisations (or the types of organisations) to which the organisation usually discloses
information of that kind; and
(e)any law that requires the particular information to be collected; and
(f)the main consequences (if any) for the individual if all or part of the information is not provided.
1.4If it is reasonable and practicable to do so, an organisation must collect personal information about an
individual only from that individual.
1.5If an organisation collects personal information about an individual from someone else, it must take
reasonable steps to ensure that the individual is or has been made aware of the matters listed in
subclause 1.3 except to the extent that making the individual aware of the matters would pose a serious
threat to the life or health of any individual.
2
Use and disclosure
2.1An organisation must not use or disclose personal information about an individual for a purpose (the
secondary purpose) other than the primary purpose of collection unless:
(a) both of the following apply:
(i)the secondary purpose is related to the primary purpose of collection and, if the personal
information is sensitive information, directly related to the primary purpose of collection;
(ii)the individual would reasonably expect the organisation to use or disclose the information for the
secondary purpose; or
6
(b)the individual has consented to the use or disclosure; or
8. Appendices
D: Privacy Information (cont)
(c)if the information is not sensitive information and the use of the information is for the secondary
purpose of direct marketing:
(i)it is impracticable for the organisation to seek the individual’s consent before that particular use;
and
(ii)the organisation will not charge the individual for giving effect to a request by the individual to the
organisation not to receive direct marketing communications; and
(iii)the individual has not made a request to the organisation not to receive direct marketing
communications; and
(iv)in each direct marketing communication with the individual, the organisation draws to the
individual’s attention, or prominently displays a notice, that he or she may express a wish not to
receive any further direct marketing communications; and
(v)each written direct marketing communication by the organisation with the individual (up to and
including the communication that involves the use) sets out the organisation’s business address
and telephone number and, if the communication with the individual is made by fax, telex or
other electronic means, a number or address at which the organisation can be directly contacted
electronically; or
(d)if the information is health information and the use or disclosure is necessary for research, or the
compilation or analysis of statistics, relevant to public health or public safety:
(i)it is impracticable for the organisation to seek the individual’s consent before the use or
disclosure; and
(ii)the use or disclosure is conducted in accordance with guidelines approved by the Commissioner
under section 95A for the purposes of this subparagraph; and
(iii)in the case of disclosure—the organisation reasonably believes that the recipient of the health
information will not disclose the health information, or personal information derived from the
health information; or
(e)the organisation reasonably believes that the use or disclosure is necessary to lessen or prevent:
(i) a serious and imminent threat to an individual’s life, health or safety; or
(ii) a serious threat to public health or public safety; or
(ea)if the information is genetic information and the organisation has obtained the genetic information in
the course of providing a health service to the individual:
(i)the organisation reasonably believes that the use or disclosure is necessary to lessen or prevent a
serious threat to the life, health or safety (whether or not the threat is imminent) of an individual
who is a genetic relative of the individual to whom the genetic information relates; and
(ii)the use or disclosure is conducted in accordance with guidelines approved by the Commissioner
under section 95AA for the purposes of this subparagraph; and
(iii)in the case of disclosure—the recipient of the genetic information is a genetic relative of the
individual; or
(f)the organisation has reason to suspect that unlawful activity has been, is being or may be engaged
in, and uses or discloses the personal information as a necessary part of its investigation of the
matter or in reporting its concerns to relevant persons or authorities; or
7
8. Appendices
(g) the use or disclosure is required or authorised by or under law; or
(h) the organisation reasonably believes that the use or disclosure is reasonably necessary for one or
more of the following by or on behalf of an enforcement body:
(i)the prevention, detection, investigation, prosecution or punishment of criminal offences, breaches
of a law imposing a penalty or sanction or breaches of a prescribed law;
(ii) the enforcement of laws relating to the confiscation of the proceeds of crime;
(iii) the protection of the public revenue;
(iv)the prevention, detection, investigation or remedying of seriously improper conduct or prescribed
conduct;
(v)the preparation for, or conduct of, proceedings before any court or tribunal, or implementation of
the orders of a court or tribunal.
Note 1: It is not intended to deter organisations from lawfully co-operating with agencies
performing law enforcement functions in the performance of their functions.
Note 2: Subclause 2.1 does not override any existing legal obligations not to disclose personal
information. Nothing in subclause 2.1 requires an organisation to disclose personal
information; an organisation is always entitled not to disclose personal information in the
absence of a legal obligation to disclose it.
Note 3: An organisation is also subject to the requirements of National Privacy Principle 9 if it
transfers personal information to a person in a foreign country.
2.2 If an organisation uses or discloses personal information under paragraph 2.1(h), it must make a written
note of the use or disclosure.
2.3 Subclause 2.1 operates in relation to personal information that an organisation that is a body corporate
has collected from a related body corporate as if the organisation’s primary purpose of collection of the
information were the primary purpose for which the related body corporate collected the information.
2.4 Despite subclause 2.1, an organisation that provides a health service to an individual may disclose health
information about the individual to a person who is responsible for the individual if:
(a) the individual:
(i) is physically or legally incapable of giving consent to the disclosure; or
(ii) physically cannot communicate consent to the disclosure; and
(b)a natural person (the carer) providing the health service for the organisation is satisfied that either:
(i) the disclosure is necessary to provide appropriate care or treatment of the individual; or
(ii) the disclosure is made for compassionate reasons; and
(c) the disclosure is not contrary to any wish:
(i)expressed by the individual before the individual became unable to give or communicate
consent; and
(ii)of which the carer is aware, or of which the carer could reasonably be expected to be aware; and
8
(d)the disclosure is limited to the extent reasonable and necessary for a purpose mentioned in
paragraph (b).
8. Appendices
2.5 For the purposes of subclause 2.4, a person is responsible for an individual if the person is:
(a) a parent of the individual; or
(b) a child or sibling of the individual and at least 18 years old; or
(c) a spouse or de facto spouse of the individual; or
(d) a relative of the individual, at least 18 years old and a member of the individual’s household; or
(e) a guardian of the individual; or
(f) exercising an enduring power of attorney granted by the individual that is exercisable in relation to
decisions about the individual’s health; or
(g) a person who has an intimate personal relationship with the individual; or
(h) a person nominated by the individual to be contacted in case of emergency.
2.6 In subclause 2.5:
child of an individual includes an adopted child, a step-child and a foster-child, of the individual.
parent of an individual includes a step-parent, adoptive parent and a foster-parent, of the individual.
relative of an individual means a grandparent, grandchild, uncle, aunt, nephew or niece, of the
individual.
sibling of an individual includes a half-brother, half-sister, adoptive brother, adoptive sister, step-brother,
step-sister, foster-brother and foster-sister, of the individual.
3
Data quality
An organisation must take reasonable steps to make sure that the personal information it collects, uses
or discloses is accurate, complete and up-to-date.
4
Data security
4.1 An organisation must take reasonable steps to protect the personal information it holds from misuse and
loss and from unauthorised access, modification or disclosure.
4.2 An organisation must take reasonable steps to destroy or permanently de-identify personal information if
it is no longer needed for any purpose for which the information may be used or disclosed under
National Privacy Principle 2.
9
8. Appendices
5
Openness
5.1 An organisation must set out in a document clearly expressed policies on its management of personal
information. The organisation must make the document available to anyone who asks for it.
5.2 On request by a person, an organisation must take reasonable steps to let the person know, generally,
what sort of personal information it holds, for what purposes, and how it collects, holds, uses and
discloses that information.
6
Access and correction
6.1 If an organisation holds personal information about an individual, it must provide the individual with
access to the information on request by the individual, except to the extent that:
(a)in the case of personal information other than health information—providing access would pose a
serious and imminent threat to the life or health of any individual; or
(b)in the case of health information—providing access would pose a serious threat to the life or health
of any individual; or
(c) providing access would have an unreasonable impact upon the privacy of other individuals; or
(d) the request for access is frivolous or vexatious; or
(e)the information relates to existing or anticipated legal proceedings between the organisation and the
individual, and the information would not be accessible by the process of discovery in those
proceedings; or
(f)providing access would reveal the intentions of the organisation in relation to negotiations with the
individual in such a way as to prejudice those negotiations; or
(g) providing access would be unlawful; or
(h) denying access is required or authorised by or under law; or
(i) providing access would be likely to prejudice an investigation of possible unlawful activity; or
(j) providing access would be likely to prejudice:
(i)the prevention, detection, investigation, prosecution or punishment of criminal offences, breaches
of a law imposing a penalty or sanction or breaches of a prescribed law; or
(ii) the enforcement of laws relating to the confiscation of the proceeds of crime; or
(iii) the protection of the public revenue; or
(iv)the prevention, detection, investigation or remedying of seriously improper conduct or prescribed
conduct; or
(v)the preparation for, or conduct of, proceedings before any court or tribunal, or implementation of
its orders;
10
by or on behalf of an enforcement body; or
8. Appendices
(k)an enforcement body performing a lawful security function asks the organisation not to provide
access to the information on the basis that providing access would be likely to cause damage to the
security of Australia.
6.2 However, where providing access would reveal evaluative information generated within the organisation
in connection with a commercially sensitive decision-making process, the organisation may give the
individual an explanation for the commercially sensitive decision rather than direct access to the
information.
Note: An organisation breaches subclause 6.1 if it relies on subclause 6.2 to give an individual an
explanation for a commercially sensitive decision in circumstances where subclause 6.2 does not apply.
6.3 If the organisation is not required to provide the individual with access to the information because of one
or more of paragraphs 6.1(a) to (k) (inclusive), the organisation must, if reasonable, consider whether the
use of mutually agreed intermediaries would allow sufficient access to meet the needs of both parties.
6.4 If an organisation charges for providing access to personal information, those charges:
(a) must not be excessive; and
(b) must not apply to lodging a request for access.
6.5 If an organisation holds personal information about an individual and the individual is able to establish
that the information is not accurate, complete and up-to-date, the organisation must take reasonable
steps to correct the information so that it is accurate, complete and up-to-date.
6.6 If the individual and the organisation disagree about whether the information is accurate, complete and
up-to-date, and the individual asks the organisation to associate with the information a statement
claiming that the information is not accurate, complete or up-to-date, the organisation must take
reasonable steps to do so.
6.7 An organisation must provide reasons for denial of access or a refusal to correct personal information.
7
Identifiers
7.1 An organisation must not adopt as its own identifier of an individual an identifier of the individual that has
been assigned by:
(a) an agency; or
(b) an agent of an agency acting in its capacity as agent; or
(c)a contracted service provider for a Commonwealth contract acting in its capacity as contracted
service provider for that contract.
7.1A However, subclause 7.1 does not apply to the adoption by a prescribed organisation of a prescribed
identifier in prescribed circumstances.
Note: There are prerequisites that must be satisfied before those matters are prescribed: see subsection
100(2).
7.2 An organisation must not use or disclose an identifier assigned to an individual by an agency, or by an
agent or contracted service provider mentioned in subclause 7.1, unless:
11
8. Appendices
(a) the use or disclosure is necessary for the organisation to fulfil its obligations to the agency; or
(b) one or more of paragraphs 2.1(e) to 2.1(h) (inclusive) apply to the use or disclosure; or
(c)the use or disclosure is by a prescribed organisation of a prescribed identifier in prescribed
circumstances.
Note: There are prerequisites that must be satisfied before the matters mentioned in paragraph (c) are
prescribed: see subsections 100(2) and (3).
7.3 In this clause:
identifier includes a number assigned by an organisation to an individual to identify uniquely the
individual for the purposes of the organisation’s operations. However, an individual’s name or ABN (as
defined in the A New Tax System (Australian Business Number) Act 1999) is not an identifier.
8
Anonymity
Wherever it is lawful and practicable, individuals must have the option of not identifying themselves when
entering transactions with an organisation.
9
Transborder data flows
An organisation in Australia or an external Territory may transfer personal information about an individual
to someone (other than the organisation or the individual) who is in a foreign country only if:
(a) the organisation reasonably believes that the recipient of the information is subject to a law, binding
scheme or contract which effectively upholds principles for fair handling of the information that are
substantially similar to the National Privacy Principles; or
(b) the individual consents to the transfer; or
(c) the transfer is necessary for the performance of a contract between the individual and the
organisation, or for the implementation of pre-contractual measures taken in response to the
individual’s request; or
(d)the transfer is necessary for the conclusion or performance of a contract concluded in the interest of
the individual between the organisation and a third party; or
(e)
12
all of the following apply:
(i)the transfer is for the benefit of the individual;
(ii) it is impracticable to obtain the consent of the individual to that transfer;
(iii) if it were practicable to obtain such consent, the individual would be likely to give it; or
(f)the organisation has taken reasonable steps to ensure that the information which it has transferred
will not be held, used or disclosed by the recipient of the information inconsistently with the National
Privacy Principles.
8. Appendices
10 Sensitive information
10.1 An organisation must not collect sensitive information about an individual unless:
(a) the individual has consented; or
(b) the collection is required by law; or(c) the collection is necessary to prevent or lessen a serious and
imminent threat to the life or health of any individual, where the individual whom the information
concerns:
(i) is physically or legally incapable of giving consent to the collection; or
(ii) physically cannot communicate consent to the collection; or
(d)if the information is collected in the course of the activities of a non-profit organisation—the following
conditions are satisfied:
(i)the information relates solely to the members of the organisation or to individuals who have
regular contact with it in connection with its activities;
(ii)at or before the time of collecting the information, the organisation undertakes to the individual
whom the information concerns that the organisation will not disclose the information without the
individual’s consent; or
(e)the collection is necessary for the establishment, exercise or defence of a legal or equitable claim.
10.2 Despite subclause 10.1, an organisation may collect health information about an individual if:
(a) the information is necessary to provide a health service to the individual; and
(b) the information is collected:
(i) as required or authorised by or under law (other than this Act); or
(ii) in accordance with rules established by competent health or medical bodies that deal with
obligations of professional confidentiality which bind the organisation.
10.3 Despite subclause 10.1, an organisation may collect health information about an individual if:
(a)
the collection is necessary for any of the following purposes:
(i) research relevant to public health or public safety;
(ii) the compilation or analysis of statistics relevant to public health or public safety;
(iii) the management, funding or monitoring of a health service; and
(b)that purpose cannot be served by the collection of information that does not identify the individual or
from which the individual’s identity cannot reasonably be ascertained; and
(c) it is impracticable for the organisation to seek the individual’s consent to the collection; and
(d) the information is collected:
(i) as required by law (other than this Act); or
(ii) in accordance with rules established by competent health or medical bodies that deal with
obligations of professional confidentiality which bind the organisation; or
(iii)in accordance with guidelines approved by the Commissioner under section 95A for the purposes
of this subparagraph.
13
8. Appendices
10.4 If an organisation collects health information about an individual in accordance with subclause 10.3, the
organisation must take reasonable steps to permanently de-identify the information before the
organisation discloses it.
10.5 In this clause:
non-profit organisation means a non-profit organisation that has only racial, ethnic, political, religious,
philosophical, professional, trade, or trade union aims.
14
8. Appendices
E: Crime Prevention
Crime of any sort – burglary, robbery,
vandalism, shoplifting and fraud – costs
retailers thousands of dollars every year.
It’s in your interests to ensure that the
proper safeguards are in place to
minimise the risk of personal injury to you,
customers and employees and to protect
your profits.
In the event of a robbery or physical threat
to your safety:
Comply with the demands of the robber.
Do exactly as you are told
DO NOT RESIST!
Try to stay calm. Don’t make any sudden
movements to upset the robber
Activate your alarm only if you can do so safely
Remember that the safety of you and your employees
comes first. If a crime is committed call the police
immediately on 131 444.
Measures to prevent crime
Take a good look at your business - design and layout,
work practices, cash controls, employee awareness,
the surrounding businesses and overall security
systems and take action to improve them.
Design and layout
•Keep your business visible from the outside and on
the inside. Make sure windows are not covered with
marketing material, aisles are uncluttered and
shelves low enough for you to see what customers
are doing
•Make sure you don’t have any signs blocking the
view of the cash register
•Mark equipment with identification numbers
If you have to move or reach, tell the robber what
you are going to do and why
•Install proper lighting both inside and outside your
business, and
Try to get a good look at the robber so you can
describe the person later. Have something in your
outlet as a reference point that you can measure
heights against
•Carefully consider your point of sale. Keep it away
from entrances and exits where possible.
Stay out of danger and do not block exits
Note the direction in which the robber leaves and
any accomplices that may be waiting particularly
any getaway vehicles - their model, colour,
distinguishing characteristics and registration
number, and
Leave the crime scene as undisturbed as possible.
Work practices
•Greet and pay attention to every customer entering
the business. Good customer care will put thieves off
•Avoid staff working alone - have more than one staff
member opening and particularly closing the
business, where possible
•Move around the store if you aren’t making a sale,
and
•Alert all staff members when groups enter a shop.
15
8. Appendices
E: Crime Prevention (cont)
Cash controls
Overall security
•Leave your cash register empty and open after
hours
•Use deadlocks on entry doors and windows
that open
•Open and close the cash register only when you
have to
•Use visual deterrents such as security cameras and
mirrors, and advertise their existence with signage
inside and outside your business, and
•Keep only the money that you need in the cash
register. Put excess cash into a secure area or safe
•Only count money out of view of the public
•Use a bank close to your business and vary banking
times and routes
•Do not use a bank bag to carry money, and
•Do not leave the cash register unattended for long
periods of time.
Employee awareness
•Provide training for all employees so they know your
security systems and procedures, and what you
expect them to do in the event of a crime, and
•Tell your employees to immediately report any
suspicious activity or person to management
and police.
16
•Consider the cost of each security measure you take
as potential savings against reduced losses.

Contents - Lotterywest

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