find out how we look after our customers AWS
Results can also be obtained from the NSW Lotteries website, nswlotteries.com.au. You can sign up via the website to have the results emailed directly to you. You can also obtain results by telephone on the following numbers: Customer Service: 1300 363 444 Results Service: 19009 LOTTO (1900 956 886)*^ SMS Service: 197 LOTTO (19 756 886)*^
8. Rigorous prize claim procedures Winning tickets that have won $1,000 or less are branded by the selling terminal with the date the ticket was checked and the prize amount won.* All tickets that have won over $1,000 and up to $10,000 are branded with the message “Winner (date) See Prize Claim Receipt”. The amount won is printed on the Prize Claim Receipt.
10. Careful players The NSW Lotteries Players 1st Program is designed to make every lottery transaction secure, effective, and enjoyable for our valued customers. However, with more than 280 million transactions a year, it’s impossible to totally eliminate the small risk of human error. NSW Lotteries urges all its players to exercise care and vigilance in checking that entries are correct at the time of purchase, and that they have received their correct prize entitlement when claiming a prize. After all, it’s your money we’re talking about, and a ticket costing just a few dollars may well turn out to be worth millions. * Does not apply to Instant Scratchies ** See the NSW Lotteries brochure “Players Club Are Your Prizes Fully Protected?” for more details including administration charges.
For unregistered prizes over $10,000, you will be required to speak with a NSW Lotteries Customer Services Representative to confirm your prize.
*** See the NSW Lotteries brochure “A Player’s Guide To Claiming Prizes”for more details
Non-winning tickets are branded “Not a winning ticket”.
Where can I get more information about Players 1st?
Always ask your agent to return your non-winning ticket if you have any doubt about whether or not you have won a prize.***
^ Premium Services
You can ask any NSW Lotteries agent, or call the Players 1st hotline on 1300 PLAYER (1300 752 937).
9. High standards of customer service
You can also email [email protected]
NSW Lotteries agents and staff are trained in customer service, product knowledge, and operational skills.
NSW Lotteries values your privacy. For further details on our privacy policy please visit nswlotteries.com.au/privacypolicy/index.html
A clearly defined set of procedures for handling customer transactions assists NSW Lotteries agents and staff in giving the best possible service from Good Day to Good Luck, and everything in between.
For general enquires call Customer Services on 1300 363 444.
If you aren’t happy with the service you receive or think there are ways NSW Lotteries or our agents can improve, give the NSW Lotteries Players 1st hotline a call on 1300 PLAYER (1300 752 937).
NSW Lotteries Corporation 2 Figtree Drive Homebush Bay NSW 2127
FIND OUT HOW WE LOOK AFTER OUR CUSTOMERS
nswlotteries.com.au Email: [email protected]
nswlotteries.com.au Think! About your choices Call Gambling Help 1800 858 858 www.gamblinghelp.nsw.gov.au
PLAY1OCT09
Lotto, OZ Lotto and Powerball results are broadcast on selected radio and television stations.
Players 1st helps our players get all the prize money they are entitled to.
Please read about our PLAYERS 1ST program and call us if you have any questions
Players 1st Players 1st is a comprehensive customer care program designed to protect your interests as a player of NSW Lotteries games. Players 1st ensures you have access to all the information you need to safeguard your lottery purchases and prize claims. Through Players 1st, it’s easy to know where to go for more information if you have any queries, or if you simply want to provide feedback. NSW Lotteries Players 1st – Earning your trust, rewarding your play. Here are some of the ways we protect our players.
1. Players Club Players Club is the number one way to protect your prizes.
Make a photocopy of your ticket or write down the Ticket Serial Number (TSN) to ensure you retain a record of your entry when presenting a prize claim. The TSN is a unique identifying security number printed on each ticket. If you believe you have won a prize and the agent advises the terminal has read ‘not a winner’ – ask the agent to return your ticket. If you have won a prize of $1,000 or less the agent will keep your ticket to show that they have paid your prize. If in doubt, ask the agent to call NSW Lotteries to check the validation and prize while you are at the agency. You should always ask for your non winning tickets to be returned to you.
3. Agent integrity NSW Lotteries has a rigorous set of checks to ensure that our agency network handles prize claims with integrity, including:
For just a small annual fee you receive a Players Club card which can be used with all your lottery purchases*, ensuring that you receive automatic payment or notification of a prize if it is not claimed at an agency.
If you present a ticket, including an Instant Scratchies ticket, which has won a prize over $10,000 for checking the lottery terminal will “freeze” and you will be put directly in contact with NSW Lotteries Head Office to confirm details of your win (see point eight below).
Ask your NSW Lotteries agent about the benefits of joining Players Club.**
For prizes of $1,000 or less, the amount of the win will be shown on the terminal’s customer display unit.
2. Ticket security
If you can’t see the front of the display, you should see a message “ASK YOUR NSW LOTTERIES AGENT TO TURN THIS SCREEN AROUND SO YOU CAN READ IT” on the back. If you don’t feel comfortable raising the issue with your agent, report it to NSW Lotteries for immediate investigation.
That little piece of paper with your lucky numbers might just be worth millions, so treat it just like cash. Space is provided on the back of all lottery tickets, including Instant Scratchies, for players to write their names and provide other important identification details. Remember to always sign any ticket presented for a prize claim. It is good practice to sign all your lottery tickets at the time of purchase, just in case they are winners. This is particularly important for entries that are not purchased with a NSW Lotteries Players Club Card, but even Players Club members must present a ticket for major prize wins, to ensure that the ticket has not been lost, stolen, given away or subject to an error.***
NSW Lotteries agents and staff must also pass special audits when making personal prize claims. Non-winning tickets are branded “Not a winning ticket”.
4. Players 1st hotline If you are in doubt about what to do with a major prize win, or you have any concerns about the way a lottery transaction has been handled, call the Players 1st hotline on 1300 PLAYER (1300 752 937) immediately.
5. Players 1st email You can also contact Players 1st by emailing [email protected]
6. Players 1st Program information NSW Lotteries provides a range of documents at its retail outlets explaining the benefits of the Players 1st Program. In addition to this Program outline, there is the NSW Lotteries brochure “Players Club Are Your Prizes Fully Protected?” for more details on becoming a Players Club member. The NSW Lotteries brochure “A Player’s Guide To Claiming Prizes” tells you all you need to know about claiming prizes. There are also copies of the NSW Government “Info about the Odds” brochure, which provides the odds of playing our games and the contact number for the confidential Gambling Help counselling service for any gambling-related problems. In-store posters reinforce that lottery products cannot be purchased by minors or on credit, and encourage players to register to protect their prizes. All information on this Program is available at retail outlets and is reproduced on the Corporation’s website – nswlotteries.com.au. This is one of Australia’s most popular websites with more than 1,000,000 user sessions each month. The site, nswlotteries.com.au also offers additional information such as how to protect against common scams and frauds.
7. Enhanced access to results NSW Lotteries makes it easy for players to check and confirm their own winning numbers. You can check your ticket at any NSW Lotteries agency – either through the selling terminal or the results notices. Summaries of the draw results are published in the major Sydney newspapers.
8. Rigorous prize claim procedures Winning tickets that have won $1,000 or less are branded by the selling terminal with the date the ticket was checked and the prize amount won.* All tickets that have won over $1,000 and up to $10,000 are branded with the message “Winner (date) See Prize Claim Receipt”. The amount won is printed on the Prize Claim Receipt.
10. Careful players The NSW Lotteries Players 1st Program is designed to make every lottery transaction secure, effective, and enjoyable for our valued customers. However, with more than 280 million transactions a year, it’s impossible to totally eliminate the small risk of human error. NSW Lotteries urges all its players to exercise care and vigilance in checking that entries are correct at the time of purchase, and that they have received their correct prize entitlement when claiming a prize. After all, it’s your money we’re talking about, and a ticket costing just a few dollars may well turn out to be worth millions. * Does not apply to Instant Scratchies ** See the NSW Lotteries brochure “Players Club Are Your Prizes Fully Protected?” for more details including administration charges.
For unregistered prizes over $10,000, you will be required to speak with a NSW Lotteries Customer Services Representative to confirm your prize.
*** See the NSW Lotteries brochure “A Player’s Guide To Claiming Prizes”for more details
Non-winning tickets are branded “Not a winning ticket”.
Where can I get more information about Players 1st?
Always ask your agent to return your non-winning ticket if you have any doubt about whether or not you have won a prize.***
^ Premium Services
You can ask any NSW Lotteries agent, or call the Players 1st hotline on 1300 PLAYER (1300 752 937).
9. High standards of customer service
You can also email [email protected]
NSW Lotteries agents and staff are trained in customer service, product knowledge, and operational skills.
NSW Lotteries values your privacy. For further details on our privacy policy please visit nswlotteries.com.au/privacypolicy/index.html
A clearly defined set of procedures for handling customer transactions assists NSW Lotteries agents and staff in giving the best possible service from Good Day to Good Luck, and everything in between.
For general enquires call Customer Services on 1300 363 444.
If you aren’t happy with the service you receive or think there are ways NSW Lotteries or our agents can improve, give the NSW Lotteries Players 1st hotline a call on 1300 PLAYER (1300 752 937).
NSW Lotteries Corporation 2 Figtree Drive Homebush Bay NSW 2127
FIND OUT HOW WE LOOK AFTER OUR CUSTOMERS
nswlotteries.com.au Email: [email protected]
nswlotteries.com.au Think! About your choices Call Gambling Help 1800 858 858 www.gamblinghelp.nsw.gov.au
PLAY1OCT09
Lotto, OZ Lotto and Powerball results are broadcast on selected radio and television stations.
Players 1st helps our players get all the prize money they are entitled to.
Please read about our PLAYERS 1ST program and call us if you have any questions
Players 1st Players 1st is a comprehensive customer care program designed to protect your interests as a player of NSW Lotteries games. Players 1st ensures you have access to all the information you need to safeguard your lottery purchases and prize claims. Through Players 1st, it’s easy to know where to go for more information if you have any queries, or if you simply want to provide feedback. NSW Lotteries Players 1st – Earning your trust, rewarding your play. Here are some of the ways we protect our players.
1. Players Club Players Club is the number one way to protect your prizes.
Make a photocopy of your ticket or write down the Ticket Serial Number (TSN) to ensure you retain a record of your entry when presenting a prize claim. The TSN is a unique identifying security number printed on each ticket. If you believe you have won a prize and the agent advises the terminal has read ‘not a winner’ – ask the agent to return your ticket. If you have won a prize of $1,000 or less the agent will keep your ticket to show that they have paid your prize. If in doubt, ask the agent to call NSW Lotteries to check the validation and prize while you are at the agency. You should always ask for your non winning tickets to be returned to you.
3. Agent integrity NSW Lotteries has a rigorous set of checks to ensure that our agency network handles prize claims with integrity, including:
For just a small annual fee you receive a Players Club card which can be used with all your lottery purchases*, ensuring that you receive automatic payment or notification of a prize if it is not claimed at an agency.
If you present a ticket, including an Instant Scratchies ticket, which has won a prize over $10,000 for checking the lottery terminal will “freeze” and you will be put directly in contact with NSW Lotteries Head Office to confirm details of your win (see point eight below).
Ask your NSW Lotteries agent about the benefits of joining Players Club.**
For prizes of $1,000 or less, the amount of the win will be shown on the terminal’s customer display unit.
2. Ticket security
If you can’t see the front of the display, you should see a message “ASK YOUR NSW LOTTERIES AGENT TO TURN THIS SCREEN AROUND SO YOU CAN READ IT” on the back. If you don’t feel comfortable raising the issue with your agent, report it to NSW Lotteries for immediate investigation.
That little piece of paper with your lucky numbers might just be worth millions, so treat it just like cash. Space is provided on the back of all lottery tickets, including Instant Scratchies, for players to write their names and provide other important identification details. Remember to always sign any ticket presented for a prize claim. It is good practice to sign all your lottery tickets at the time of purchase, just in case they are winners. This is particularly important for entries that are not purchased with a NSW Lotteries Players Club Card, but even Players Club members must present a ticket for major prize wins, to ensure that the ticket has not been lost, stolen, given away or subject to an error.***
NSW Lotteries agents and staff must also pass special audits when making personal prize claims. Non-winning tickets are branded “Not a winning ticket”.
4. Players 1st hotline If you are in doubt about what to do with a major prize win, or you have any concerns about the way a lottery transaction has been handled, call the Players 1st hotline on 1300 PLAYER (1300 752 937) immediately.
5. Players 1st email You can also contact Players 1st by emailing [email protected]
6. Players 1st Program information NSW Lotteries provides a range of documents at its retail outlets explaining the benefits of the Players 1st Program. In addition to this Program outline, there is the NSW Lotteries brochure “Players Club Are Your Prizes Fully Protected?” for more details on becoming a Players Club member. The NSW Lotteries brochure “A Player’s Guide To Claiming Prizes” tells you all you need to know about claiming prizes. There are also copies of the NSW Government “Info about the Odds” brochure, which provides the odds of playing our games and the contact number for the confidential Gambling Help counselling service for any gambling-related problems. In-store posters reinforce that lottery products cannot be purchased by minors or on credit, and encourage players to register to protect their prizes. All information on this Program is available at retail outlets and is reproduced on the Corporation’s website – nswlotteries.com.au. This is one of Australia’s most popular websites with more than 1,000,000 user sessions each month. The site, nswlotteries.com.au also offers additional information such as how to protect against common scams and frauds.
7. Enhanced access to results NSW Lotteries makes it easy for players to check and confirm their own winning numbers. You can check your ticket at any NSW Lotteries agency – either through the selling terminal or the results notices. Summaries of the draw results are published in the major Sydney newspapers.
