Retailer
Operations Manual
Issued May 2017
(Supersedes all previous versions)
© No part of this publication may be reproduced, stored in a retrieval system, or
transm tted in any form or by any means, electronic, mechanical, photocopying,
recording or otherwise, without the prior written permission of the New Zealand
Lotteries Commission.
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
Our Purpose
The New Zealand
To provide safe gaming that allows New Zealanders to play and win and contribute
money back to New Zealand communities.
Lotteries Commission
Our Goal
Our primary goal is to generate higher earnings so that we are able to maximise
our contribution back to New Zealand communities while endeavouring to minimise
problem gambling and under-age gambling.
Lotto NZ’s Office
Telephone: (09) 356-3800
Facsimile: (09) 366-1605
Email: [email address]
Level 1, 73 Remuera Road
Remuera
Auckland 1050
PO Box 8929
Symonds Street
Auckland 1150
Customers who wish to contact Lotto NZ should telephone or write to the address
above, or email [email address]
Retailer Help Desk
Telephone: 0800 502 502
The Retailer Helpdesk is for retailers and their lotteries salespeople only.
(February 2019) Lotto NZ Retailer Operations Manual
Our retail network is central to the success of our business. More than one million
customers buy our products every week, and we need a group of retailers, supported
Message from the
by Lotto NZ staff, who have the ability to ensure these transactions go smoothly and
that customers are satisfied.
Chief Operating
We need to work with you, our retailers, to provide this consistent service if we are to
Officer
meet our respective financial targets, as well as making hundreds of thousands of
Kiwis happy winners.
The Retailer Operations Manual is an invaluable aid in achieving this goal. It outlines
current operating procedures and is your “one-stop” guide to everything you need to
know to successfully operate your Lotto NZ outlet.
We will ensure that you have all the information you need to provide customers
with great service, keep your staff up to date with new developments, and run a
successful Lotto operation.
When necessary, we will provide you with revised information to put in this manual
and it will be important that you keep it updated.
Thanks for making the decision to be part of Lotto NZ retail network. We will work
with you to make your agency a success.
Chris Lyman
Chief Operating Officer
Lotto NZ Retailer Operations Manual (February 2019)
The chapters in this manual deal with general information applicable to all Lotto NZ
games. There are two ways to find information in this manual:
How to Use this
• There is a detailed list of each chapter’s contents at the start of that chapter.
Manual
• There is an index to the manual in Chapter 12.
For easier reference, the chapters are separated by tabbed dividers – and each tab
clearly shows the chapter’s title.
A list of all the chapters is on the main contents page on the next page.
This Retailer Operations Manual forms part of your Agreement with Lotto NZ and
together this manual and your Agreement outline your rights and obligations in
The Purpose of this
operating your Lotto NZ outlet. Lotto NZ may from time to time set policies and
procedures on matters not addressed in this manual.
Manual
This Retailer Operations Manual describes key procedures for operating your Lotto NZ
outlet. It also includes, for your reference, the rules governing each of our games; Lotto,
Lotto Powerball, Lotto Strike, Instant Kiwi, Keno, Bullseye and Play 3.
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
Contents
Retail Standards .............................................................. 1.0
Customer Service & Presentation Standards ............... 2.0
The Terminal & Other Equipment .................................. 3.0
Tickets ............................................................................. 4.0
Prizes ............................................................................... 5.0
Games Stationery ........................................................... 6.0
Accounting & Settlement Procedures ............................7.0
Security ........................................................................... 8.0
Selling Your Business .......................................................9.0
Terminating Your Agreement .......................................10.0
Playing the Games .........................................................11.0
Index ............................................................................... 12.0
The Rules ........................................................................ 13.0
The game rules for Lotto, Lotto Powerball, Lotto Strike, Instant Kiwi, Keno, Bullseye and
Play 3 should be in place at the back of this manual. The rules for any games Lotto
NZ may offer in the future will be forwarded to you for inclusion in this manual. If you
require a copy of any of the game rules, please contact a Retail Support Coordinator
at Lotto NZ’s office.
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
1.1
1.1 - Retail Standards
Lotteries is a
dynamic business – a fast-moving retail service.
Lotto NZ’s business operation is highly successful and offers
significant advantages to you, the retailer.
Lotto NZ provides you with ongoing support and training,
continued product development, and known and proven
systems within which you can work. As a consequence, Lotto
NZ has a network of experienced retailers and a consistent,
top-quality approach to sales and service on a national scale.
Lotto NZ has an agreement with each of ts retailers and each new retailer, whether
buying an existing Lotto NZ outlet or opening a new outlet, must enter into an
Retailer Agreement agreement with Lotto NZ.
and Master Agency There are two main agreements:
Agreement
• a Retailer Agreement for individual retailers joining the retail network; and
• a Master Agency Agreement for corporate mu ti-site retailers (to qualify for a
Master Agency Agreement, a company must have at least 10 corporate-branded
s tes that are solely owned and operated by that company).
Retailers who joined the Lotto NZ network before 2004 entered into Franchise
Agreements which remain in effect.
Retailer Agreements are for a renewable term of 5 years. A Retailer’s performance is
regularly reviewed throughout the term of an agreement with the aim of growing the
lottery business. A Retailer’s performance is taken into account when the renewal of a
Retailer Agreement is determined by Lotto NZ.
If you require further information about Lotto NZ agreements, please contact a
Retail Development Manager.
When you accept a Lotto NZ agency, you accept Lotto NZ’s retail standards.
The Retail Standards Lotto NZ’s retail standards are:
• Conformity – to all the retail standards
• Consistency – in using all the standards, all the time
• Commitment – to excellence in everything we do.
Lotto NZ’s retail network is a success because of commitment to excellence – by both
Lotto NZ and its retailers.
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1.2
It will continue to succeed if retailers keep to the standards of excellence in
presentation and customer service that customers have come to expect.
Lotto NZ expects its retailers to:
• display integrity in all their dealings
• comply with all consumer law that applies to their outlet and our products
• follow the correct operating procedures at all times
• present the product images as effectively as possible in the outlet
• create impact inside and outside the outlet, to keep the product profiles firmly in the
customer’s eye
• have a modern and colourful exterior image identified with Lotto NZ products, to
attract customers into the outlet
• offer full trading hours
• ensure a secure environment
• treat each customer as a valued individual
• select salespeople with the right attitude and approach to promoting excellent
customer relations
• make sure that all salespeople are fully trained to answer all customer enquiries
• not gamble excessively on Lotto NZ products
• not allow staff to gamble excessively on Lotto NZ products.
All new retailers have to meet Lotto NZ’s retail standards before operating a retail sales
outlet. This will be done as part of implementing the Design Plan for their outlet.
Retailers who have a Franchise Agreement will continue to implement their Franchise
Management Plan as long as they remain the operator of the outlet. Likewise,
retailers who have a Retailer Agreement or Master Agency Agreement will continue
to implement their Design Plan as long as they remain the agency holder for the
outlet. Each individual plan identifies what is required in that outlet and the focus
of the plan overall is on making sure that every retailer is delivering the highest
standards of service and presentation.
Lotto NZ Retailer Operations Manual (February 2019)
1.3
Lotto NZ’s experience shows that a customer’s in tial perception of your outlet will
affect sales. Factors that affect their perception include how they’re treated by you or
Standards Mean
your salespeople during their transaction, and how satisfied they are with the games
and service that you provide.
Success
Your success will also depend on how well the other retailers in the network perform. If
standards slip in any of the outlets, it could badly affect the image of the whole network.
Lotto NZ retail standards are:
This manual sets out the minimum standards that retailers must follow as retailers. Failure
to meet these standards could see a retailer’s agency reviewed or terminated. These
•
Conformity to all the retail
matters are fully covered in Chapter 10: Terminating Your Agreement.
standards.
Lotto NZ regularly reviews all its outlets as part of a strategic assessment of its retail
•
Consistency in using all
network. This review allows Lotto NZ to make sound decisions on the placement
the standards, all the time.
of new outlets and the continuation of existing ones, with the aim of improving the
•
Commitment to
standards of the entire retailer network. As a result, new outlets may be established
excellence in everything
and existing outlets may have to be relocated, upgraded or terminated.
we do.
Lotto NZ’s commitment to regularly reviewing its outlets reflects the ever-changing
nature of retailing and is all part of Lotto NZ’s commitment to the highest possible
standards of presentation and customer service. In fact, all retailers should be able to
surpass the retail standards.
They can do this with the help of Lotto NZ training programmes, with the advice and
support of their Lotto NZ representative, by utilising the Retailer Operations Manual,
and with the immediate back-up of the Helpdesk.
As part of ts commitment to quality and the highest standards of customer service,
Lotto NZ runs regular training programmes for retailers and their salespeople.
Training Standards
Anyone taking part in these training programmes must be 15 years of age or over.
Training programmes are just the starting point in establishing sales and service
standards and models. Lotto NZ expects its retailers to make sure that the training
programmes’ standards are maintained in their outlets.
Lotto NZ is comm tted to on-going skills development in the lotteries business, so it
is always reviewing and updating its training programmes, to ensure that these are
meeting retailers’ needs and our customers’ expectations.
Two of Lotto NZ’s training programmes are compulsory – the Retail Management
Programme and the TOPS (Terminal Operations, Products and Service) programme.
Retail Management Programme
This is a foundation programme for all new retailers or outlet managers. All
new
retailers must complete this course before their Lotto NZ outlet can start operating.
TOPS programme
All lotteries salespeople must complete this training programme before serving the
public. It covers:
T - terminal
O - operations
P - products
S - service.
(February 2019) Lotto NZ Retailer Operations Manual
1.4
Your salespeople will be allocated a place on TOPS on a specific date. You will not be
You and your salespeople
charged for this course unless the participant fails to attend without giving a minimum
are encouraged to take
of 3 days’ notice. In such a case you will be charged a cancellation fee of $50.
part in as many training
programmes as possible.
More training and better
Other training
skills mean your outlet can
be more profitable.
You and your salespeople are encouraged to take part in as many programmes as
possible. More training and better skills can help your outlet become more profitable.
Your Lotto NZ representative will be able to tell you more about what programmes
are currently available.
More information
Lotto NZ provides a variety of information resources to keep you and your
salespeople on top of the game. These resources include:
• your Territory Representative’s weekly newsletter
• Newsflash: Lotto NZ’s monthly newsletter to retailers
• the Retailer Operations Manual
• Helpdesk (0800 502 502)
• Lotto NZ website – mylotto.co.nz
• product information and related materials
• retailer get-togethers and associated training material.
Lotto NZ Retailer Operations Manual (February 2019)
1.5
Your Lotto NZ outlet must be open the hours as agreed in your Franchise Management
Plan or Design Plan. Unless agreed otherwise, if your core business is open and Lotto
Selling Hours
NZ’s central computer is operating, then your lottery outlet must be open. Any change to
the selling hours set out in your Franchise Management Plan or Design Plan must be
– Lotto NZ
approved by Lotto NZ in writing.
Requirements
The minimum compulsory selling hours for all Lotto NZ outlets are Monday, Tuesday,
Thursday, Friday 9.00 am to 5.00 pm; Wednesday 9.00 am to 6.30 pm; and Saturday
9.00 am to 7.00 pm.
When you wish to take time away from your Lotto NZ outlet you will need to advise
Lotto NZ of the period you will be away and arrange for trained personnel to operate
the outlet on your behalf.
Remember: being “open for selling” means paying prizes as well as selling tickets.
You cannot refuse to validate tickets, pay out prizes or process a prize claim at any
time while your Lotto NZ outlet is open.
The central computer’s operating hours
Your Lotto NZ outlet can be open for selling Lotto NZ products and paying prizes as
long as the central computer is operating.
The central computer is closed for retail sales on Christmas Day and Good Friday.
Otherwise, its standard hours of operation are:
• Monday to Saturday – between the hours of 6.30 am and 11.00 pm
• Sunday – between the hours of 6.30 am and 9.00 pm
You must not sell any of Lotto NZ products outside of these hours.
Remember: on special occasions – such as holidays – the central computer’s hours of
operation may be extended. Lotto NZ will advise you of any such extension.
National Statutory holidays and Provincial
As a general rule, Lotto NZ
anniversary days
outlets must be open on all
statutory holidays – except
Lotto NZ’s position on opening hours for statutory holidays is as follows:
for Christmas Day and
Good Friday. However, the
• If statutory holidays (except Christmas Day) fall on either a Wednesday or a
law may require you to be
Saturday, then your lottery outlet must be open, unless it is simply impossible for an
closed on Easter Sunday,
outlet to open.
and before 1.00 pm on
• If your core business is open on a statutory holiday, your lottery outlet must also be
ANZAC Day.
open.
Special hours for Easter Sunday, New Year’s Day, and ANZAC Day
The central computer operates on Easter Sunday during the standard hours of
operation for a Sunday. It also operates on New Year’s Day and on ANZAC Day
during its standard hours of operation for that day – for instance if New Year’s Day
or ANZAC Day falls on a Monday, then the computer operates from 6.30 am to 11.00
pm on that day.
However, the law requires that many shops be closed on Easter Sunday or before
1.00 pm on ANZAC Day. The Shop Trading Hours Repeal Act 1990 (as amended by
the Shop Trading Hours Repeal Amendment Act 2001) has a list of types of shops that
can trade on Easter Sunday or before 1.00 pm on ANZAC Day. The New Zealand
Retailers Association could advise you whether or not you are one of these shops.
(February 2019) Lotto NZ Retailer Operations Manual
1.6
Also, some areas of the country qualify for a dispensation from the law that prohibits
sales before 1.00 pm on ANZAC Day. Contact your Lotto NZ representative if you
want to find out whether or not your outlet might receive a dispensation. If you don’t
qualify for a dispensation or are not on the list of shops that can trade before 1.00 pm,
then you must remain closed until 1.00 pm.
Special rules for selling tickets for Lotto NZ online games
For Lotto, Lotto Powerball, and Lotto Strike tickets, there are special rules for what you
can sell and when you can sell on a Wednesday and Saturday:
• Tickets for the current draw can be sold only up to 7.30 pm.
• No tickets can be sold between 7.30 pm and 7.31 pm.
• After 7.31 pm, all tickets sold (other than EarlyBird) will be for the next draw.
These rules also apply to any day that is the “close-off” day for a special draw.
There are also special rules for selling Keno tickets. Tickets for any of the four daily
draw times (10.00 am, 1.00 pm, 3.00 pm and 6.00 pm) can be sold right up until the
scheduled draw time. No tickets can be sold between:
• 10.00 am and 10.01 am
• 1.00 pm and 1.01 pm
• 3.00 pm and 3.01 pm
• 6.00 pm and 6.01 pm
After these times, all tickets sold (other than EarlyBird) will be for the next available
draw time.
For Bullseye tickets, there are special rules for what you can sell and when you can
sell every day:
• Tickets for that day’s draw can be sold only up to 6.00 pm
• No tickets can be sold between 6.00 pm and 6.02 pm
• After 6.02 pm, all tickets sold (other than EarlyBird) will be for the next day’s draw.
For Play 3, there are special rules for what you can sell and when you can sell every day:
• Tickets for that day’s draw can be sold only up to 6.00 pm
• No tickets can be sold between 6.00 pm and 6.03 pm
• After 6.03 pm, all tickets sold (other than EarlyBird) will be for the next day’s draw.
Lotto NZ Retailer Operations Manual (February 2019)
1.7
Lotto NZ has been operating lotteries responsibly and with integrity since 1987. Lotto
NZ is committed to providing a safe, secure and friendly gaming environment that
Lotto NZ’s
encourages responsible play.
Commitment to
Lotteries are considered similar to most other consumer goods, and almost all people
buy their lottery tickets for entertainment and recreational purposes. However, we
Responsible Play
know that a small number of people may experience gambling harm while playing
our games.
Lotto NZ has developed a Responsible Gaming Programme to ensure that the
credibility and integrity of our operations, games and retail network are maintained.
It supports the New Zealand Government’s commitment to generating funding
for community purposes, while ensuring that the risks of problem and underage
gambling are minimised.
Lotto NZ and its retail network are committed to conducting all aspects of our lottery
business in a professional and socially responsible manner.
All efforts are made to provide a safe, friendly environment that encourages
responsible play and that meets all legislative and regulatory requirements.
Your own obligations
As noted in section 1.2, as a Lotto Retailer you have an obligation not to gamble
excessively and to ensure that your staff do not gamble excessively on Lotto NZ’s
products.
Our statutory responsibility
The activities of Lotto NZ are specifically authorised and controlled through the
Gambling Act 2003.
This legislative framework gives Lotto NZ four main statutory functions:
• to promote, organise and conduct New Zealand lotteries (currently Lotto, Lotto
Powerball, Lotto Strike, Instant Kiwi, Keno, Bullseye and Play 3) for the purpose of
generating profits for distribution by the New Zealand Lottery Grants Board or for a
community purpose for which a special-purpose lottery is promoted under section
245 of the Act
• to maximise the profits so generated, subject to ensuring that the risks of problem
gambling and underage gambling are minimised
• to make rules regulating the conduct and operation of New Zealand lotteries under
section 243 of the Act
• to advise the Minister of Internal Affairs on matters relating to New Zealand lotteries.
(February 2019) Lotto NZ Retailer Operations Manual
1.8
Putting Responsible Gaming into action
Lotto NZ is committed to responsible gaming. This includes: access to information,
customer confidentiality, game availability, promoting responsible play, and
responsible marketing.
The following information should be read together with the relevant New Zealand
legislation (the Gambling Act 2003) as well as the game rules developed for the lottery
games offered by Lotto NZ (that is Lotto, Lotto Powerball, Lotto Strike, Instant Kiwi, Keno,
Bullseye and Play 3) or any other games Lotto NZ may offer in the future.
Access to information
Lotto NZ provides retailers and customers easy-to-understand information about our
games, both in-store and online. This includes:
• information about Lotto NZ games, how they are played, how prizes are
redeemed, and the odds of winning for each game
• legislation and rules for the conduct of all Lotto NZ games.
• Lotto NZ’s comm tment to Responsible Gaming provides customers with a snapshot
of our Responsible Gaming Programme and our comm tment to caring about our
player. Customers can view this document at mylotto.co.nz/our-commitment-to-
responsible-gaming
Customer confidentiality
Maintaining our customers’ confidentiality is of paramount importance. This means:
• customer information is treated with the utmost confidentiality at all times
• Lotto NZ and its retailers do not reveal the identities of prize winners w thout their
prior permission
• Lotto NZ will take all practicable steps to provide support for, and maintain the
dignity of, winners who agree to public ty
• any customers who volunteer to Lotto NZ staff, or to retailers and their staff, that are
experiencing gambling hard are to be treated with respect and their private details
are to be kept confidential.
Game availability
The following Lotto NZ games are able to be sold in New Zealand to people of any
age: Lotto, Lotto Powerball, Lotto Strike, Keno, Bullseye, and Play 3. The Gambling Act
2003, however, places a number of restrictions on the purchase of Lotto NZ Instant
Kiwi tickets:
• no one under the age of 18 years can purchase an Instant Kiwi ticket
• anyone over the age of 18 is prohibited from buying Instant Kiwi tickets for anyone
aged under 18
• Lotto NZ and its retailers cannot pay Instant Kiwi prize money to anyone aged under
18 – and any such prize money will be returned to the Lotto NZ Prize Reserve Fund.
Promoting responsible play
Lotto NZ promotes responsible play through training and development, providing the
contact details of problem gambling treatment service providers, our credit policy
and our responsible marketing approach.
Lotto NZ Retailer Operations Manual (February 2019)
1.9
Training and development:
• Lotto NZ provides an extensive training programme for its retailers and their staff
• training in the responsible sale of lottery products is included in training
programmes for new owners and staff who sell lottery products
• training for how to identify and provide information to potential problem gamblers
is included in training programmes for new owners and staff who sell lottery
products
• regular updates on responsible gaming are provided to all retailers
• Lotto NZ staff are trained internally about the importance of responsible gaming for
all of our retailers and customers.
If playing is no longer fun:
For most people, playing lottery games is fun. However, we know a small number of
people may experience gambling harm. If playing lottery games is no longer fun,
there is help available.
• the telephone number for the Gambling Helpline is promoted in written material in
all Lotto NZ outlets and online at mylotto.co.nz.
• Lotto NZ has created a problem gambling information envelope that can be
provided to any customers that you are concerned about. The envelope contains
the contact details of problem gambling service providers and testimonials of two
people who have sought help. Talk to your Lotto NZ representative if you would
like to provide one of these envelopes to a customer.
Credit:
• customers must pay for lottery entries at the time of purchase
• retailers are not to provide credit or lend money to anyone for the purpose of
purchasing a lottery entry
• the purchase of lottery entries using credit cards and/or credit accounts through
EFTPOS is an acceptable retail practice, although availability of these services will
differ from retailer to retailer.
Responsible marketing
Our marketing, including advertising and promotions, is intended to promote our
lottery games as fun, entertaining and recreational. Lotto NZ endeavours to ensure
that the marketing of its products:
• targets people of legal playing age
• meets the provisions specified by the Advertising Standards Authority (ASA)
• is not false, misleading or deceptive
• does not implicitly, or explicitly, misrepresent the probability of winning a prize
• does not give the impression that buying lottery entries is a reasonable strategy for
financial betterment
• does not include misleading statements about odds, prizes or chances of winning
• does not offend prevailing commun ty standards
• is not implic tly, or explic tly, directed at minors or at vulnerable or disadvantaged groups
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1.10
• does not depict or promote consumption of alcohol while buying a lottery entry
• as far as practicable, does not encourage problem gamblers to purchase ts products
• does not represent an irresponsible trading practice.
Retail service commitment
All Lotto NZ retailers are expected to:
• support Lotto NZ’s commitment to Responsible Gaming
• display Lotto NZ’s responsible play brochure How to Play Responsibly
• ask for age verification of all customers who appear to be under 25 years of age
and who wish to purchase or validate an Instant Kiwi ticket
• look out for customers who may be experiencing harm and talk to your Lotto NZ
representative about any customers you are concerned about
• follow all aspects of the relevant Acts and Regulations
• be familiar w th the game mechanics, rules, instructions, costs, and prizes of all
Lotto NZ products
• provide information on Lotto NZ games to customers, or refer them to Lotto NZ’s
Auckland Office if they are unable to help
• provide a friendly and efficient service to customers at all times
• provide all materials required for playing Lotto NZ games
• ensure customers pay for lottery entries at the time of purchase
• pay cash prizes up to and including $1,000.00 in value in cash, including credit
back to EFTPOS card
• complete the appropriate training organised by Lotto NZ
• assist customers with lottery-related complaints and, where a complaint cannot be
resolved, provide information so that customers can contact Lotto NZ directly
• follow the policies and procedures outlined in this Retailer Operations Manual.
Lotto NZ retailers must not:
• sell Instant Kiwi tickets to anyone under 18 years of age or to persons known to be
purchasing on behalf of anyone under 18 years of age
• pay Instant Kiwi prize money to anyone under 18 years of age
• make misleading statements about odds, prizes, or any other aspects of Lotto NZ’s
games
• provide credit or lend money to anyone for the purpose of buying a lottery entry
(lottery entries may be purchased using credit cards and/or credit accounts through
EFTPOS depending upon the availabil ty of these services from individual retailers)
• sell lottery entries at prices different from those set by Lotto NZ
• seek any gain from the payment of prizes
• disclose any information that could identify major prize winners, or players w th
gambling problems, w thout their consent.
Lotto NZ Retailer Operations Manual (February 2019)
1.11
Recognising gambling harm
If you think one of your customers may be experiencing gambling harm, here are
some things to watch out for:
• if a customer mentions that they are concerned about how much they are spending
• if they seem to be buying a lot more tickets than they used to
• if they are trying to win back money that they have spent
• if they are choosing to buy tickets instead of other goods
• if they are getting angry or agitated when buying lottery products.
Recognising that someone may have potential gambling problems is not straight-forward
– your own experience and common sense will be your best guide.
If you are concerned about the playing behaviour of any of your customers, please
talk to your Lotto NZ representative in the first instance.
Lotto NZ has tools to help provide information to your customers about problem
gambling warning signs and the contact details of treatment service providers.
It’s worth noting that it is up to the customer to act on any information provided.
Potential gambling harm is a very sensitive area and you must aim to act as a friend
to a loyal and good customer.
Asking Lotto NZ for advice
You may wish to get more advice from Lotto NZ on what to do in a particular
situation. In that case, ring the Helpdesk (0800 502 502) and tell them your call is about
“Responsible Play” – the Helpdesk will put you through to the appropriate person.
The Helpdesk operator will transfer your call to the Head of Corporate
Communications and Social Responsibility team to assist you.
Conducting an in-store second chance draw
Lotto NZ’s Policy
• All tickets in a Second Chance Draw must be placed in a Draw Bin. Second Chance
on in-store Second
Draw Bins can be obtained through Lotto NZ.
Chance Draws
• The customer must place their ticket in the Draw Bin.
• Once a ticket has been placed in the Bin, it must not be removed – unless the
customer wants t back.
• Make sure you state what the prize is on the sign that’s provided with the Draw Bin.
• The nature of the prize is decided by the retailer. (Alcohol, firearms and second-
hand goods cannot be offered as prizes – this is against the law.)
• A Second Chance Draw must be “drawn” by you, or the outlet’s manager, or by a
salesperson who is authorised by you to do so.
• The winner of the Second Chance Draw is the person whose name and telephone
number is written on the back of the winning ticket. (A ticket that wins a Second
Chance Draw must have a name and telephone number written on the back. If a
winning ticket does not have these details, it must be rejected and another ticket
must be drawn from the Bin.)
• A winning ticket cannot be rejected because it was bought at another outlet.
(February 2019) Lotto NZ Retailer Operations Manual
1.12
• The winner must be notified – both by telephone and by having their name
displayed on the sign by the Bin.
• All tickets that were in the Second Chance Draw must be destroyed as soon as
possible after the draw is over. (These tickets must not be checked through the
terminal before being destroyed.)
• The winner must sign a register (see below) when they collect their prize.
Keeping track of the results
• Every outlet that holds Second Chance Draws must maintain a register that records
the following details for each draw:
– the date and time of the draw
– the name of the manager or salesperson who drew the winning ticket from
the Draw Bin
– a description of the prize
– the winner’s name
– the winner’s address (if you don’t have this already, write it in the register
when they collect their prize)
– the winner’s signature.
• The register must be kept in a secure place in order to protect the privacy of winners.
• The sign that shows details of the next draw’s prize must also show the name of the
last draw’s winner.
Lotto NZ Retailer Operations Manual (February 2019)
2.1
2.1 - Customer Service &
Presentation Standards
Lotto NZ’s research into the needs and expectations of
customers shows that customers are not just buying a piece
of paper; they are buying something that makes them feel
lucky or optimistic for a while. You are selling that feeling –
which in the lotteries and gaming business is the real product.
Customer service hinges on your outlet delivering that feeling.
“Service” is creating the feeling.
Lotto NZ’s research into the needs and expectations of customers shows that
customers are not just buying a piece of paper; they are buying something which
Customer Service
makes them feel optimistic for a while. That piece of yellow/white paper is their ticket
to dream, and that’s what playing our games is all about – imagining what you
would do if you won. Customer service hinges on your outlet delivering that feeling.
There are two parts to customer service at your store – the first is when the customer
buys the ticket, and the other is when they bring the ticket back to check it to see if it
has won. From a customer perspective, whilst the experience they have when they
buy a ticket is obviously important, it’s the point at which they check their tickets that is
of primary concern to them. After all, that is when they find out whether the piece of
paper they hold in their hand has changed their life!
Both of these transactions rely on good customer service. Most of us know what
makes our customers feel good and will encourage them to return to our stores.
Being friendly, smiling, greeting the customer when they approach you, listening to
them, and maintaining eye contact are all things which should be standard in your
store. However, unlike any other product you sell, Lotto is totally unique in that all that
your customers walk away with is a piece of paper which represents a dream – it’s
an intangible product.
So t’s really important that you generate the feeling of optimism and excitement
when you are behind the Lotto counter.
Information and choice
A lot of your customers will buy the same tickets every week, but there are a
substantial number who rely on you to give them the information about what is
happening this week so that they can make a choice about what to buy. It is a
good idea to tempt them w th a particular ticket – perhaps to try a new game, or to
purchase a ticket which puts them in the draw to win another prize, such as a current
promotion.
For example, when Powerball is jackpotting you should be encouraging every
customer to buy a Power Dip ticket and have the chance to win a really big prize.
(February 2019) Lotto NZ Retailer Operations Manual
2.5
and Corporate Standards Policy (for retailers who have a Retailer Agreement or
Master Agency Agreement). Plans (either in the form of a Franchise Management
Plan or a Design Plan) must be approved by Lotto NZ before the f tout of the outlet,
to ensure the retail corporate standards are being met. After the outlet’s fitout is
completed, these standards must be maintained at all times as set out in the original
approved plan. Any changes to these plans must be approved by Lotto NZ in writing,
before being carried out.
Lotto NZ’s retail corporate standards are updated from time to time. Consequently,
Lotto NZ may require you to periodically upgrade to a new retail fitout of your Lotto
NZ outlet to ensure brand and image continu ty throughout the retail network. For
more information about the retail corporate standards and outlet fitout requirements
you should contact your Lotto NZ representative.
Your outlet must also comply with all aspects of the Hea th and Safety in Employment
Act 1992.
As part of the overall presentation standards for the outlet, retailers need to maintain
the outlet’s fitout components in good order and adhere to the following requirements.
Location
The strongest image in the dedicated Lotto NZ area of your premises should be the
Lotto brand. Core-business merchandising must not block customers’ views of the area.
Layout
The layout of the Lotto NZ outlet should allow customers to enter the outlet easily, and
then to move easily from one point to another.
Customers may want to go straight to the selling counter and then buy a ticket. They
may wish to go to a carousel (if there is one) or writing counter after buying their
ticket – or they may want to leave the outlet or go on to the core-business area. A
good layout allows customers to do any combination of these activ ties.
Stock and merchandising from the core business must not intrude into the dedicated
Lotto NZ area, unless this has been agreed to in wr ting by Lotto NZ.
There are specific requirements about the pos tioning of counters and other retail fitout
components in the Lotto NZ outlet. You should ask your Lotto NZ RDM about this.
Walls
The use of merchandising on walls that fall within the dedicated Lotto NZ area of your
premises should be discussed with your Lotto NZ RDM. Any minor nicks or scratches on
the walls should be touched up as soon as they occur.
Writing and selling counter
The terminal s ts on a shelf that is built into the selling counter or terminal pod. The
height of this shelf or pod should be worked out at the time the counter is built, and
there are standard counter heights, of which your Lotto NZ RDM will discuss with you.
Instant Kiwi ticket dispensers must be kept full and all tickets for sale must be
displayed in the Instant Kiwi units, unless Lotto NZ specifies otherwise.
(February 2019) Lotto NZ Retailer Operations Manual
2.6
Your telephone should be located out of your customers’ sight – for example, on a
shelf under the counter. But it should still be w thin easy reach of the terminal. (You
may wish to consider a cordless telephone for this purpose.)
Any minor nicks or scratches on the counter should be touched up as soon as they occur.
Instant Kiwi carousels
Where used, the Instant Kiwi carousel(s) in your outlet must be positioned as specified
in your Franchise Management Plan or Design Plan.
Self-service ticket checkers
The self-service ticket checker(s) in your outlet must be positioned as specified in your
Franchise Management Plan or Design Plan, and must be switched on at all times.
Digital signage
Where installed, the digital signage system in your outlet must be positioned as
specified in your Franchise Management Plan or Design Plan, and must be switched
on at all times.
Terminals
There are specific electrical requirements for the terminal. In particular, it must have
its own power supply – no other appliances should ever be connected to the same
power source as the terminal.
Telecommunications lines
There must be at least 2 telecommunications lines into the Lotto NZ outlet area – one
To attract customers’
for the router, the other(s) for your telephone.
attention and get them
The jackpoints for these lines may be pre-installed by the joiner, and must be wired
inside, your outlet needs
by a telecommunications technician after the joinery comes on site.
to be visible. It also needs
to promote the modern,
colourful, fun image
Exterior signage
associated with Lotto NZ
games.
The aim of exterior signage is to create a strong and effective identity without
excessive repetition, inappropriately large signs, clutter, or confusion.
The Lotto brand is the only Lotto NZ brand to be used in exterior signage. No other
Lotto NZ brands are to be used.
If your core business is part of another retail chain or franchise group with a distinct
corporate identity, then you can use this brand too in your exterior signage. But the
Lotto NZ or Lotto identity must be the unifying factor.
There is a range of exterior signs available. Not all of these will be suitable for your
outlet. Ask your Lotto NZ RDM if you want to know more. All signs have specific
requirements for colour, construction and positioning. Your Lotto NZ RDM can tell you
more about this.
All signs must be maintained in good working order. Any sign that fails to function
must be repaired immediately. Any painted or vinyl sign must be true to the corporate
colours at all times, and if the colours fade they must be repainted or revinyled.
Lotto NZ Retailer Operations Manual (February 2019)
2.7
Nicks or scratches on painted signs should be touched up w th matching paint as
soon as they occur. For nicks or scratches on vinyl signs, you will need to get these
professionally repaired – e ther by the sign installers or a signwr ter.
All lotteries salespeople are encouraged to wear the Lotto NZ wardrobe, including the
name badge they received from Lotto NZ after the completion of their training.
Wardrobe
Lotto NZ wardrobe
The current wardrobe brochure, price list and order form is available from Lotto NZ.
Promotional wardrobe
For special sales and marketing promotions your salespeople should wear either
the promotional wardrobe devised by Lotto NZ or any other wardrobe they have
devised for the promotion. This is to reinforce the strong entertainment element that is
part of special promotions.
The timing for when lotteries’ salespeople wear each type of wardrobe will be
decided by Lotto NZ according to the promotional needs of the games.
All public information about Lotto NZ games and policies is available to you and
your customers online at lottonz.co.nz. This information includes:
Public Information
• the rules for all the Lotto NZ games (a copy of each is also located at the back of
this manual)
• Lotto Powerball, Lotto Strike and Bullseye Jackpot Policies
• Game Designs for Keno and Play 3
• a copy of the sections of the Gambling Act 2003 that relate to the Instant Kiwi age
restriction
• descriptions of the “game odds’ for each of Lotto NZ’s games
• a list of expiry dates (“last dates”) for Instant Kiwi prize claims
• descriptions of the prize structure for every current Instant Kiwi game
• the policy on Instant Kiwi game withdrawal
• Lotto NZ’s How to Play Responsibly brochure
Please contact your Lotto NZ representative if you have further questions regarding
this public information.
Twice a year Lotto NZ conducts a Secret Shop across it’s network. For more
information contact your TR.
Secret Shop
Lotto NZ conducts these compliance checks throughout the year. It is important that
you check the I.D. of anyone who looks under the age of 25, that is purchasing an
Instant Kiwi
Instant Kiwi.
Compliance Check
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
3.1
3.1 - The Terminal
& Other Equipment
This chapter sets out the insurance requirements for Lotto
NZ’s property and the main operating procedures for your
terminal. It also explains what you have to do to keep your
terminal operational – remember that the responsibility for
maintaining your terminal is shared between you and Lotto
NZ. Other topics in this chapter include using the Helpdesk,
and maintaining electrical safety in your outlet.
Insuring Lotto NZ’s property
Compulsory
Lotto NZ owns the equipment set out below, all or some of which is installed in
your outlet:
Requirements
• Lottery terminal & printer
• Router
• Self service ticket checker
• EFTPOS terminal
• Instant Kiwi Carousel
• Digital Signage System.
Lotto NZ also owns all games stationery, Instant Kiwi stock and other materials
supplied to you.
Under your Lotto NZ Agreement you must insure all Lotto NZ property (both equipment
and materials) in your outlet against loss, damage and theft to a value of $12,000
(excluding GST). Lotto NZ must be a named beneficiary of this insurance.
Dedicated power source for the terminal
Other electrical devices
Your terminal and its router need their own dedicated line from the fuseboard to the
must never be connected to
terminal, with no other electrical device being connected to this.
the same power source as
the terminal.
So no non-Lotto NZ provided EFTPOS terminals, lamps, refrigerators, microwaves, tills,
display units, vacuum cleaners, fans, etc. should ever be connected to the terminal’s
power source. If other electrical devices are connected to the terminal’s power source,
they can cause electrical interference which could impact on the terminal’s ability to
process ticket information.
You must not disconnect your terminal except when Lotto NZ advises you to do so.
(February 2019) Lotto NZ Retailer Operations Manual
3.2
Dedicated telecommunications line for the terminal
You must have at least 2 telecommunications lines into the Lotto NZ outlet area – one
for the router, the other(s) for your telephone.
The line for the router must only be used by the terminal and the Lotto NZ provided
EFTPOS terminal. Never plug a telephone, other EFTPOS machine, modem, or other
communications device into the terminal’s jackpoint.
Telephone close to the terminal
A telephone must be located out of customers’ sight but within easy reach of the
terminal – for example, on a shelf under the selling counter. Having it within easy
reach of the terminal means you can speak to the Helpdesk and operate the terminal
at the same time. (A cordless telephone is particularly su table for this).
For Instant Kiwi, the terminal is used for:
• receipting books of tickets
Operating the
• activating and selling tickets
Terminal
• totalling the customer’s transactions and calculating change
• validating prize-winning tickets
Leave your terminal
• producing reports
plugged in, power on, at all
• returning tickets (after a game is closed off/or requested by Lotto NZ)
times. Treat your terminal
like a cash register: sign off
• Instant Kiwi stock control.
at the end of each day, and
also when you’re away from
it for any length of time.
For Lotto NZ online games, the terminal is used for:
• producing tickets
• totalling the customer’s transactions and calculating change
• ed ting a coupon (correcting errors on a coupon)
• cancelling a ticket
• validating prize-winning tickets
• producing reports
• cash management.
You should also use your terminal for:
• daily balancing
• general cash-management procedures.
Remember: Leave your terminal plugged in, power on, at all times. The power
supply should not be interrupted as this can cause the terminal to malfunction. Treat
your terminal like a cash register: sign off at the end of each day, and also when
you’re away from it for any length of time.
Lotto NZ Retailer Operations Manual (February 2019)
3.3
The responsibil ty for care and maintenance is shared between you and Lotto NZ. If
Your Role in Looking your terminal, one of its components, or any other Lotto NZ equipment is faulty, contact
the Helpdesk on 0800 502 502 and they will authorise to have your terminal or the
After the Terminal & faulty component replaced by a Datacom Technician.
Other Equipment
Your main tasks for keeping the terminal up and running are:
• to replace ticket rolls as needed
• to carry out basic maintenance and cleaning at least once a day.
Basic maintenance and cleaning
As part of your responsibility for the terminal and other Lotto NZ equipment, you must
carry out basic maintenance and cleaning procedures at least once a day.
If you need to do anything connected with equipment maintenance and cleaning,
ring the Helpdesk (and select option 1) before you start. The Helpdesk’s number is
0800 502 502.
Remember to follow these common sense rules for looking after the terminal:
• Keep the terminal dust-free and latex-free.
• Keep the back of the terminal clear so that air can circulate properly around the
terminal’s air vents (If the air vents are blocked, the terminal might over-heat.)
• Make sure customers don’t scratch their Instant Kiwi tickets on the selling counter, or
anywhere else close to the terminal. The latex from Instant Kiwi tickets can damage
your terminal – and with the terminal out of action you can’t make any sales.
• Never eat or drink over the terminal.
• Keep the coupon reader clean and close it firmly but gently – slamming it will
either break it or stir up trapped dust particles that can damage the terminal screen
by causing short circu ting.
• Coupons that have correcting fluid, sticky labels or latex on them should never be
put through the terminal – they ruin the reader. Help customers to fill out a new
coupon, if they can’t correct an error with a pen.
• Never put coupons that have been filled out with “blotty” ink pens through the
terminal. They are hard to read, and sometimes leave ink inside the reader.
All Lotto NZ outlets have a set of Job Tools. Make sure you familiarise yourself with
Job Tools
their contents.
Keep your Job Tools folder as close to the terminal as possible. Make sure everyone
knows where to find it.
(February 2019) Lotto NZ Retailer Operations Manual
3.4
The Helpdesk is a dedicated toll-free advisory, bookings and trouble-shooting service
provided by Lotto NZ. By calling 0800 502 502 you will be connected to a voice
Using the Helpdesk
prompt that will direct you to the following services:
• Press 1 for Help desk, Terminal and Telecom network issues. Then you will need to
select again from the following options;
– Press 1 for Major prize winner terminal unlock
• Look After your terminal
– Press 2 for Technical faults (Terminal or Network issues)
• Keep Away from your
– Press 3 for All other queries
terminal:
• Press 2 for Instant Kiwi orders, returns, Point of Sale, stationery & Consumables
- dust
• Press 3 for TOPS course queries and badges
- food and drink
- latex from Instant Kiwi
• Press 4 for sweeps and accounts queries
tickets ...
• Press 6 for personal assistance
•
Don’t
Option 1 Help desk, Terminal or Telecom network issues is available during the
- clutter up the terminal
computer’s operating hours:
- slam shut the lid
• 6.30 am - 8.00 pm Monday to Saturday
- put through coupons
• 6.30 am - 9.00 pm Sunday
that have messy ink,
correcting fluid or sticky
Options 2 to 6 are available during normal business hours:
labels on them.
• 8.30 am - 5.00 pm Monday to Friday (except public holidays).
Basic procedures for
terminal maintenance are
Remember: the Helpdesk is only for retailers and their lotteries’ salespeople. Do not
explained in your Job Tools.
give this number to a customer under any circumstances.
Always ring the Helpdesk
(If a customer wants to call Lotto NZ, give them Lotto NZ’s phone number – or
on 0800 502 502
suggest they write to Lotto NZ. Lotto NZ’s address and telephone details are listed at
(and select option 1)
the front of this manual.)
before doing anything else
connected with maintaining
and cleaning the terminal.
Electrical Safety in your Lotto NZ outlet
Your Lotto NZ outlet must meet a number of electrical safety regulations and codes.
Basically, apart from fitting plugs to appliances, all electrical repairs and work carried
out in your outlet must be done by a registered electrical tradesperson. There are no
exceptions to this.
Any work on fixed wiring or appliances and equipment that are directly wired-in
must be done by (or under the direct supervision of) a registered electrician. (Fixed
wiring includes the cabling and wiring to your switchboard, power points, lights,
wiring to a hot water cylinder, etc.) When the work is completed the electrician will
provide you w th a Certificate of Compliance. This is your guarantee that the work
complies with all the relevant regulations and that the required tests and safety
checks have been done.
Keep these Certificates of Compliance in your safe or with your other important business
documents. They may be legally important if you make a claim for fire insurance after a
fire, or if someone is injured or killed from an electric shock on your premises.
Lotto NZ Retailer Operations Manual (February 2019)
4.1
4.1 - Tickets
You can sell tickets for Lotto NZ games as long as the
central computer is operating – but you must NOT sell
ANY tickets when the computer is closed (not even
Instant Kiwi). The requirements for this are set out in the
first chapter of the manual, on pages 1.5 – 1.6.
This chapter of the manual outlines the operating procedures for dealing with tickets,
in both online games and Instant Kiwi. It covers:
What’s in this
• producing tickets for online games
Chapter
• cancelling tickets in online games
• receiving and receipting books of Instant Kiwi tickets
• activating and selling Instant Kiwi tickets
• returning books of Instant Kiwi tickets after a game has closed
• dealing w th theft of Instant Kiwi tickets.
Currently, Lotto NZ’s online games are Lotto, Lotto Powerball, Lotto Strike, Keno,
Bullseye and Play 3.
Tickets must only be produced when a customer asks for one. Producing a ticket “on
demand” makes the ticket seem more personal and luckier. And it stops mistakes
Producing Tickets
happening. Pre-produced tickets are also a tempting target for thieves, which could
mean that you lose valuable income.
for an Online Game
So don’t pre-produce Dips to speed up the waiting time during busy periods.
Remember: there are times when you cannot produce a ticket from the terminal
even though the central computer is operating:
• No Lotto tickets can be produced between 7.30 pm and 7.31 pm on a Wednesday
and Saturday. (This includes Lotto Powerball and Lotto Strike tickets).
• No Keno tickets can be produced between 10.00 am and 10.01 am, 1.00 pm and
1.01 pm, 3.00 pm and 3.01 pm and 6.00 pm and 6.01 pm.
• No Bullseye tickets can be produced between 6.00 pm and 6.02 pm.
• No Play 3 tickets can be produced between 6.00 pm and 6.03 pm
(February 2019) Lotto NZ Retailer Operations Manual
4.2
Special rule for Lotto with Lotto Strike
Don’t pre-produce Dip tickets.
When a customer buys Lotto Strike with their Lotto e.g. a Triple Dip, the Lotto ticket
A ticket must only be
prints first. Don’t give it to the customer straight away. Wait until the Lotto Strike ticket
produced when a customer
has printed, then hand over both tickets together.
asks for one. This makes the
ticket seem more personal
and luckier.
Misprinted tickets
Make sure the customer’s ticket is printed correctly and clearly. If it isn’t, you must
cancel it and produce a new ticket.
Remember: if a customer buys Lotto Strike with their Lotto and the Lotto ticket
misprints, you must cancel both tickets and produce two new ones. (Also see
“Special rules for cancelling Lotto and Lotto Strike tickets” on the next page.)
To cancel a ticket, see “Cancellation procedures” on the next page.
If you have any problems, ring the Helpdesk on 0800 502 502 and select option 1.
Misprinted Lotto Strike Bonus tickets, Bullseye Bonus tickets &
substitute tickets
Misprinted Lotto Strike Bonus tickets, Bullseye Bonus tickets and misprinted substitute
Mu ti Draw Lotto tickets cannot be cancelled. You must reprint them.
To reprint these tickets, follow the instructions for “Special Procedures” in your Job
Tools. If you have problems, ring the Helpdesk on 0800 502 502 and select option 1.
Remember:
These are the only 3 situations where you are allowed to reprint a ticket to
give to a customer. All other misprints must be cancelled, and a new ticket produced.
There are occasions when you have to cancel a ticket. Usually, this is because
Cancelling Tickets
the paper in the printer has either jammed or run out part-way through printing.
Sometimes it may be because the customer is unhappy with their ticket – for
in an Online Game
example, they may have changed their mind about their numbers or the type of
ticket they wanted.
The rest of this section gives you a guide to the procedures for cancelling tickets –
but always refer to the official rules if you are not sure whether a ticket should be
cancelled. This manual is not a subst tute for the official rules.
• For Lotto, see Lotto rules 21 and 22.
• For Keno, see Keno rules 7 and 8(4).
• For Bullseye, see Bullseye rules 12 and 13(4).
• For Play 3, see Play 3 rules 12 and 13(4).
Remember: instructions on how to cancel tickets are also contained in your Job Tools.
Lotto NZ Retailer Operations Manual (February 2019)
4.3
Basic principles for cancelling a ticket
• if a ticket doesn’t print properly or if a customer doesn’t accept a ticket ... don’t give
it to the customer: instead, cancel it immediately. (Also see the special rules below
for cancelling Lotto Strike tickets, and Lotto tickets bought w th Lotto Strike.)
• if a customer returns a ticket they’re not happy with ... get it back from the
customer and immediately cancel t
• a ticket can only be cancelled:
– at the same Lotto NZ outlet it was bought from and ...
– on the same day it was purchased and ...
– before the game closes (that is: 7.31 pm Saturday for Lotto, 10.01 am, 1.01 pm,
3.01 pm and 6.01 pm each day for Keno, 6.02 pm each day for Bullseye and
6.03 pm each day for Play 3)
• you must return all your cancelled tickets to Lotto NZ at the end of each month in
the general purpose envelope (order code: 7505).
Cancellation procedures
Cancel a ticket by following these steps:
• press the Online Functions button and select the Cancel Ticket option
• then enter the ticket into the reader or enter in the numbers manually (if the ticket is
damaged and the reader can’t read the ticket).
Special rules for cancelling Lotto and Lotto Strike tickets
These apply when a customer has bought both a Lotto and a Lotto Strike ticket as
part of a Triple Dip and wants to cancel one or both of them:
• You must cancel the Lotto Strike ticket first.
• You can cancel the Lotto Strike ticket on its own, without cancelling the Lotto ticket.
• You can’t cancel the Lotto ticket on ts own – because you must always cancel the Lotto
Strike ticket first (see “Unable to Cancel” screen message 6 in the next section).
Send back your cancelled tickets
All cancelled tickets and refund slips (for online games) must be sent to Lotto NZ
at the end of every month for safety/ storage purposes. These must be sent in the
General Purposes envelope (order code: 7505), with your retailer number printed on
the front.
Cancelling a ticket in error
If you cancel a customer’s ticket in error, and the customer has left with the cancelled
ticket, you must phone the Helpdesk on 0800 502 502 immediately.
It is important to remember that if you reprint a ticket (once a customer has left w th
the original) then cancel the reprint, this also cancels the original ticket.
If an outlet for any reason cancels a ticket in error and the cancelled ticket would
have been a winning ticket (but for the cancellation of the ticket), Lotto NZ has the
right to recover from the retailer the amount of any sum Lotto NZ pays to the ticket
holder in compensation for the cancellation of the ticket up to the maximum amount
of $10,000.
(February 2019) Lotto NZ Retailer Operations Manual
4.4
“Unable to Cancel” screen messages
Sometimes you cannot cancel an online game ticket. A terminal message appears
on the screen when this happens.
There are 7 “Unable to Cancel” messages. The rest of this section gives a quick
overview of them.
1. Ticket Cannot be Cancelled – Draw Closed
You are trying to cancel an online game
ticket on the day it was bought, but after
the game has closed. You can’t cancel a
ticket after the game has closed.
UNABLE TO CANCEL
Ticket Cannot be Cancelled - Draw Closed
Ticket Serial Number 123-123456789-1212
2. Substitute Ticket Cannot be Cancelled
Ring the
Helpdesk on
You are trying to cancel a substitute
0800 502 502 (and select
ticket on the day the substitute was
option 1) if you have any
issued. (Only original tickets can be
trouble with an
“Unable to
cancelled – this protects substitute Multi
Cancel” message.
Draw tickets from accidentally being
UNABLE TO CANCEL Substitute Ticket
cancelled if you incorrectly enter a ticket
Cannot be Cancelled Ticket Serial Number
serial number by hand.)
123-123456789-1212
3. Ticket Was Not Sold at This Retailer
You are trying to cancel a ticket issued
from another Retailer. You should advise
the customer to return immediately to the
Lotto NZ outlet they bought the ticket from.
(If the customer’s not sure where they
UNABLE TO CANCEL
bought the ticket, ring the Helpdesk on
Ticket Was Not Sold at This Retailer
0800 502 502 and select option 1.
Ticket Serial Number 123-123456789-1212
Tell the Helpdesk what the retailer
number on the ticket is – then the
Helpdesk will be able to tell you the
name of that retailer.)
Lotto NZ Retailer Operations Manual (February 2019)
4.5
4. Previous Day/Draw Ticket
You are trying to cancel a ticket after the
day on which it was sold.
UNABLE TO CANCEL
Previous Day/Draw Ticket
Ticket Serial Number 123-123456789-1212
5. Ticket Already Cancelled
The ticket has already been cancelled.
UNABLE TO CANCEL
Ticket Already Cancelled
Ticket Serial Number 123-123456789-1212
6. The Strike Ticket Associated with this Ticket Must be Cancelled First
You are trying to cancel a Lotto ticket
before cancelling the Lotto Strike ticket
that was bought w th it. You must cancel
Lotto Strike first.
UNABLE TO CANCEL
The Strike Ticket Associated with this Ticket
Must be Cancelled First
Ticket Serial Number 123-123456789-1212
7. Ticket Cannot be Cancelled
You are trying to cancel a Lotto Strike
Bonus ticket which is part of a prize
payment. (You can’t cancel a prize
payment.)
UNABLE TO CANCEL
Ring the Helpdesk on 0800 502 502 (and
Ticket Cannot Be Cancelled
select option 1) if you have any trouble
with an “Unable to Cancel” message.
Ticket Serial Number 123-123456789-1212
(February 2019) Lotto NZ Retailer Operations Manual
4.6
Lotto NZ monitors your supply of Instant Kiwi tickets and automatically distributes
stock to you as required.
Receiving and
As soon as you receive a delivery of Instant Kiwi tickets, check that all the details are
Receipting Books of correct – and then receipt the books through the terminal. You must receipt your books
through the terminal. Do this either by scanning the barcode on the packing list or by
Instant Kiwi Tickets
manually entering the packing-list serial number. The receipt prints automatically – but
make sure you sign it. Keep the signed receipt for your records. Refer to Job Tools >
Receipt Order for more information on how to receipt an Instant Kiwi ticket order.
If you find a discrepancy please contact Helpdesk who will give you instructions on what
to do next.
You can also use the Terminal (Reports > Detailed Inventory Report > Print) to determine
when and what Instant Kiwi books have been receipted by your store. Please ensure all
books are receipted correctly.
Minimum stock
The
Summary Inventory Report will show you what is on order and what has been posted
to you. If you should need an emergency supply, ring the Helpdesk on 0800 502 502
and select option 2.
Remember: For further instructions refer to your Job Tools.
All Instant Kiwi tickets must be activated through the terminal as they are sold. You wil
only be charged for the individual tickets as you sell them.
Selling Instant Kiwi
Make sure you activate tickets on a first in/first out basis, and in book number order. You
Tickets
must start selling from the ticket with the highest number first for all books.
For further instructions refer to your Job Tools. If you have any problems, ring the
Helpdesk on 0800 502 502 and select option 1.
Offence to sell Instant Kiwi tickets to anyone under the
age of 18
Under the Gambling Act 2003, it is an offence to sell Instant Kiwi tickets to anyone
under the age of 18 and the law requires:
• no one under the age of 18 can buy an Instant Kiwi ticket
• no one can buy an Instant Kiwi ticket on behalf of an under 18-year-old or for
someone on behalf of an under 18-year-old
• no one can sell an Instant Kiwi ticket to anyone under 18 years of age, or to
someone purchasing on behalf of an under 18-year-old
• no one can provide money to an under 18-year-old for the purpose of buying an
Instant Kiwi ticket
• no one can pay out an Instant Kiwi prize to anyone they suspect, or know, is under
18 years of age.
You must ask for age verification from every customer who appears to be under 25
years of age, who wishes to purchase or validate an Instant Kiwi ticket. If a person:
• is under 18; or
Lotto NZ Retailer Operations Manual (February 2019)
4.7
• they cannot verify they are 18 or over advise them you can only sell to, or validate an
Instant Kiwi ticket for, someone who is 18 or over and has proof of age.
Remember: The age restriction does not apply to Lotto NZ’s other games.
Once the last top prize in a particular Instant Kiwi game has been won, that game is
then closed. There may still be unsold tickets for the closed game, and these tickets
Returning Books of
and books of tickets for that game must be sent back to Lotto NZ.
Instant Kiwi Tickets As soon as you receive a terminal message telling you that a game is now closed,
this is what you have to do:
after a Game has
• follow your terminal message regarding the return of Instant Kiwi books
Closed
• store the unsold tickets with any other books of tickets for the closed game
somewhere safe, until you can carry out the procedure for Instant Kiwi ticket returns
• use the terminal to complete your Instant Kiwi ticket/book returns - the terminal will
issue a receipt
• Remember: You must do a separate entry for each book of tickets - and if a
partially sold book has a broken sequence of numbers, you must do a separate
entry for each sequence of numbers in that book.
• refer to your Stock on hand – return count report on the terminal to tell you which
tickets you have that must be returned
• refer to Job Tools > Full/Partial/Single Book/Tickets return for more information on
how to return Instant Kiwi books/tickets after a game has closed
• double check all Full/Partial/Single Book/Tickets on your premises have been
accounted for
Once you have carried out the correct procedures for Instant Kiwi book/ticket returns:
• the Terminal will print TWO copies of the Return receipt - sign one copy and return
it with books/tickets of Instant Kiwi. Keep one copy for your records
• return all books/tickets along with signed Return receipts in the pre-paid courier
bag to Online Security (email [email address] to order more bags)
• attach the ‘Customer Track-it’ portion of the courier tracking sticker to your copy of
the Return receipt for your records
• this is to be completed within one week of the game closing
Lost, damaged or stolen books will be charged at the face value of each ticket. E.g. a
lost, damaged or stolen book of a $2 game with 100 tickets will be charged at $200.
Retailers are completely
liable for Instant Kiwi tickets
from the moment of receipt.
Insurance of Instant Kiwi tickets
So you must arrange
Retailers are completely liable for Instant Kiwi tickets from the moment of receipt. You
adequate insurance cover
should arrange adequate insurance cover so that you are fully protected against loss,
… and make it clear to your
damage or theft.
insurers that they have no
The amount of insurance cover you need will depend on the number of books of
recourse against Lotto NZ if
Instant Kiwi tickets you have in stock.
you make a claim.
Also check that your insurance policy covers you against shoplifting – that is, the theft
of tickets from the Instant Kiwi dispenser during shop trading hours.
You should make it clear to your insurers that they have no recourse against Lotto NZ
if you make an insurance claim.
To clarify matters, you should show this part of the Retailer Operations Manual to your
(September 2018) Lotto NZ Retailer Operations Manual
4.8
insurers and get their written acceptance of it.
Theft of Instant Kiwi Always make sure that Instant Kiwi tickets are secure – treat them as if they are uninsured.
To protect both Lotto NZ and ts retailers, Instant Kiwi’s online system contains various
Books or Tickets
security features to ensure the integrity of the game and to prevent fraud.
from Your Outlet
However, we strongly recommend that all books of Instant Kiwi tickets be stored
somewhere safe. (See Chapter 8: Security for general information on security.)
• Guard Against having your Instant Kiwi tickets stolen.
• Monitor the Instant Kiwi dispenser(s) at all times throughout the business day.
If Instant Kiwi tickets have been stolen follow the procedures below:
First, notify the Police.
Next, immediately telephone the Helpdesk on 0800 502 502 and select option 1. Tell
them the game and book numbers or ticket numbers of the books or tickets stolen.
These books or tickets will be voided immediately by Lotto NZ.
Also tell the Helpdesk the circumstances under which the books or tickets were stolen.
Later, Lotto NZ will send you a Theft Report – you must fill this in and return it to Lotto NZ.
Tickets purchased for or by staff must comply with the Lotto NZ Retailer and Staff
Purchase Policy. The policy is applicable to all retailers and staff that operate a Lotto
Staff Purchase of
terminal. The Staff Purchase function must be used whenever Lotto NZ products are
purchased, including when purchasing from other outlets and via the App Reader. The
Tickets
Staff Purchase function marks Online Game tickets with STAFF at the top and in the
system, and Instant Kiwi tickets are marked in the system only.
If staff tickets are not purchased in compliance with the policy, Lotto NZ will investigate
and may refuse to pay a prize if t cannot be reasonably certain the ticket was
leg timately obtained.
You are not required to use the Staff Purchase function if purchasing through channels
that do not offer the function. These channels include MyLotto and third-party systems
that do not use a Lotto terminal to complete the sale.
Lotto NZ mon tors Staff Purchase spend and will contact outlets if excessive spend
is detected. A Staff Purchase spend limit may be imposed if excessive spend is not
reduced and noncompliance will result in further actions.
Lotto NZ Retailer Operations Manual (September 2018)
5.1
5.1 - Prizes
The basic procedures for processing a prize-winning
ticket are the same for all Lotto NZ games. The first
step is always to validate a ticket – and then to either
process a prize claim (if the prize is more than $1,000) or
to pay out a prize (if the prize is $1,000 or less).
This chapter details the main operating procedures for processing a prize-winning
ticket, including the screen messages that are likely to occur. It covers:
What’s in this
• validating a prize-winning ticket
Chapter
• paying out a prize ($1,000 or less)
• processing a prize claim $1,001 - $5,000
• processing a prize claim $5,001 or more
• tickets printed from the MyLotto website
• “Don’t Pay” screen messages
• self-service ticket checkers
• lost, stolen, damaged or mutilated prize-winning tickets.
Remember: That the basic procedures are the same for Instant Kiwi and online
games – but the screen messages for Instant Kiwi will be different.
The first step in processing a ticket is to find out whether the customer has won a
prize. Do this by validating their ticket.
Validating a Prize-
Validating a ticket is extremely important. If you don’t validate it, the ticket can be
Winning Ticket
claimed on again and Lotto NZ won’t refund you the prize money you’ve paid out.
The main points to remember about the validation process are:
For online games, inserting the ticket into the reader will tell you whether the ticket
is a prize-winning one – and also the amount of any prize. (Sometimes you will
have to enter in the numbers manually, because the reader can’t read the ticket.
This is usually because the barcode at the bottom of the ticket has not been printed
properly or is damaged.)
For Instant Kiwi, make sure all the latex is removed from the PDF barcode on the
front of the ticket and pass the ticket under the barcode scanner. After you have done
this, the terminal will tell you whether the ticket is a prize-winning one. (Sometimes you
will have to scan the barcode on the back of the ticket, and enter the 4 dig t validation
number manually, or enter all of the 11 digit validation numbers, because the ticket is
curled or bent.)
(February 2019) Lotto NZ Retailer Operations Manual
5.2
If the ticket is a winner, don’t give the winning ticket back to the customer. What you
Validating a ticket is
do next depends on the size of the prize:
extremely important.
• Pay out on total prizes of $1,000 or less per individual ticket. Once the pay receipt
If you don’t validate a
and prize amount is issued to the customer, destroy the winning ticket.
ticket, it can be claimed
on again and Lotto NZ
• Claim at Lotto NZ if the total prize value is more than $1,000 per individual ticket (“total
won’t refund you the prize
prize value” includes any Lotto, Lotto Strike or Bullseye bonus tickets won as part of that
money you’ve paid out.
prize). Should the customer wish to claim their prize in person at Lotto NZ’s Auckland
office, give the customer the completed original (white) and green copy of the Prize
Claim Form with the winning ticket and claim receipt attached.
If the ticket is a non-winner:
• Offer the ticket back to the customer. You should always offer a non-winning ticket
back to the customer. If they do not want the non-winning ticket then make sure
you rip it through the barcode before discarding it.
Remember: a non-winning online game ticket is one that brings up the message “No
Prize on this Ticket, Good Luck Next Time” and a non-winning Instant Kiwi ticket is
Always
offer a non winning
one that brings up the message “Instant Validation Result, Not a Winner” when you
ticket back to the customer
validate t through the terminal. (See “Don’t Pay” screen messages 1 & 2 on page 5.11).
Don’t pay out on prizes over $1,000
You must not pay out prizes of more than $1,000. If you do, your outlet will be out-of-
pocket for that amount. The system does not credit you with the payment, and you
will have to apply for reimbursement from Lotto NZ.
Paying out on prizes over $1,000 is also viewed very seriously by Lotto NZ, and
can be grounds for terminating your agency (see Chapter 10: Terminating Your
Agreement).
Remember: the terminal tells you what to do. The screen message will always tell you
to pay prizes of $1,000 or less and to send in a claim if the prize is over $1,000. Watch
out for these key words – “pay” and “claim”:
If you’re not sure what to do, please refer to your Job Tools which contains further
information on how to validate a winning ticket or ring the Helpdesk on 0800 502 502
and select option 1.
The next sections show you in detail how to pay out and how to process a claim for
sending to Lotto NZ.
A prize-winning ticket of $1,000 or less will be branded with “Winner” when t is
You pay out cash.
PRIZE - CONGRATULATIONS
Ticket Serial Number 123-123456789-1234
Draw xxxx $14.00
Pay
$14.00
Retailer xxxxxx
Validation Serial Number 123-123456789-1234
Lotto NZ Retailer Operations Manual (February 2019)
5.3
You pay out cash.
INSTANT VALIDATION
Ticket Serial Number 123-123456789-1234
Winning Amount
$5.00
Validation Number
123-123456789-1234
You send in a claim to Lotto NZ.
CLAIM
YOU HAVE A CLAIM TO PROCESS
Complete the PRIZE CLAIM FORM attach the
WINN NG TICKET and CLAIM RECEIPT and send
to Lotto NZ in a Prize Claim courier bag.
DO NOT pay the Claim amount.
Call help desk on 0800 502 502 if
assistance is required.
validated through the terminal. Retailers must pay out on a prize-winning ticket where
the total prize value of that ticket (cash plus the value of any bonus tickets) is $1,000 or
Paying Out a Prize
less. This applies regardless of where the ticket was purchased.
($1,000 or Less)
To pay out on a prize ($1,000 or less), follow these steps:
• Keep the winning ticket. Don’t return it to the customer.
• Give the customer the Prize Pay Receipt that’s printed by the terminal – this is their
record of what they won. The Prize Pay Receipt must always be given to the winner
along with the prize money, unless t’s an Instant Kiwi prize of $50 or less. (The terminal
does not print Prize Pay Receipts for Instant Kiwi prizes of $50 or less, but it does print a
Prize Pay Receipt if the prize is a free Instant Kiwi ticket.)
• Pay out the prize.
Prize-winners should be paid in cash. However, the winner may prefer a cheque,
or to have the money paid directly to their bank account using their EFTPOS card.
There may also be situations when you do not have enough cash on hand to pay
the prize. If you wish to have the ability to pay prizes using a customer’s EFTPOS card
(not available to all stores), contact your Lotto NZ representative who will be able to
arrange for this function to be enabled on your Lotto NZ EFTPOS terminal.
To pay a prize by cheque, you must:
– Ring the Helpdesk on 0800 502 502 and select option 1. Give them the
customer’s name, the amount of the cheque, the cheque number, and the
validation number.
– Get from the Helpdesk the 8-dig t authorisation number you need for paying
a prize by cheque.
– Write the 8-digit authorisation number on the back of the cheque.
(February 2019) Lotto NZ Retailer Operations Manual
5.4
– Complete the “prize payout by cheque” procedure via your terminal - this
• You Must Pay Out on a
is accessed through the Cash Management button on the terminal. (You will
winning ticket where the
also need the 8-dig t authorisation number and cheque number as part of this
total prize is $1,000 or less.
procedure.)
• Make sure you validate
• Destroy the ticket – for instance, by shredding or tearing it through the barcode.
the ticket .
Destroying the ticket prevents anyone obtaining the tickets unlawfully and trying
to claim a prize from another retailer. It makes sure there is no embarrassment for
• Keep The Ticket and give
either you or another retailer.
the Prize Pay Receipt to
the customer.
Remember: You must not, under any circumstances, pay out an Instant Kiwi prize to
anyone you suspect, or know, is under 18 years of age.
• Pay Out the prize in cash.
If you need to write a
cheque, you must ring
Special rule for prizes that include Bonus tickets or
the Helpdesk first for
promotional prizes
permission to do so and
they will provide you with
Winners of Lotto Strike 1 are given a Bonus ticket of one line of Strike as their prize.
an 8-digit authorisation
So, if a winner has won $1,000 plus a Bonus ticket, then the whole prize (including the
number.
Bonus ticket) must be paid by Lotto NZ. This is because the Bonus ticket has a value
of $1, and therefore the total value of the prizes of the winning ticket is $1,001 which is
• Destroy the winning ticket
more than $1,000 and must be paid by Lotto NZ.
as soon as you’ve paid
out on it.
Winners of Lotto Division 7 are given a Bonus ticket of 4 lines of Lotto as their prize.
Therefore, if a winner has won $999 plus a Bonus ticket, then the whole prize
Retailers must pay out on
(including the Bonus ticket) must be paid by Lotto NZ. This is because the Bonus
a winning ticket where
ticket has a value of $2.80, and therefore the total value of the prizes of the winning
the total prize value of
ticket is $1,001.80 which is more than $1,000.
that ticket is $1,000 or less
– regardless of where the
Winners of Bullseye Division 6 are given a Bonus ticket of one line of Bullseye as their
ticket was purchased.
prize. Therefore, if a winner has won $1,000
plus a Bonus ticket, then the whole prize
(including the Bonus ticket) must be paid by Lotto NZ. This is because the Bonus
ticket has a value of $2, and therefore the total value of the prizes of the winning ticket
is $1,002 which is more than $1,000 and must be paid by Lotto NZ.
The same rule applies to promotional prizes. If a prize is $1,000 plus a promotional
prize, then the whole prize (including the promotional prize) must be paid by Lotto NZ.
Special rule for winning Multi Draw tickets
If a prize is paid during the life of a Multi Draw ticket, the customer must receive a
substitute ticket (produced by the terminal) for the remaining draws. Once a prize
has been paid, the original ticket is no longer recognised by the computer.
Remember: After you’ve paid out on a prize-winning ticket of $1,000 or less, always
destroy the ticket.
Lotto NZ Retailer Operations Manual (February 2019)
5.5
A winning ticket of over $1,000 will be branded with “Claim” when t is validated
through the terminal. Retailers must process a prize claim for a winning ticket where the
Processing a Prize
total prize value is more than $1,000. Do this immediately after you have validated the
ticket, while the customer is still there. When the prize value is over $5,000 the terminal
Claim $1,001 - $5,000 will lock. See “Processing a Prize Claim $5,001 or more” on page 5.7.
If the winner wants to claim their prize in person at Lotto NZ’s Auckland Office, see
“Claiming the prize in person” on page 5.8.
You must process a prize
claim on a prize-winning
To process a prize claim of $1,001 - $5,000, follow these steps:
ticket where the total prize is
more than $1,000:
• Keep the ticket – unless the winner wishes to claim the prize in person at Lotto NZ.
You’ll need to attach it to the Prize Claim Form.
• Make sure you validate
• Keep the Prize Claim Receipt – you get this automatically from the terminal after
the ticket.
validating the ticket. You’ll need to attach it to the Prize Claim Form.
• Make sure that you and
• Get the Prize Claim Form book from your stationery supply. Each form is in triplicate –
the customer complete
w th white, green and pink sheets. You write on the white sheet (top copy).
the Prize Claim Form
properly.
• Ask the winner to fill in the Prize Claim Form legibly and to sign it. Also ask them to
sign the back of the winning ticket. You may need to help them with some of the
• Give the green copy to
details – for instance, you may need to point out which number on their winning
the customer and leave
ticket is the “ticket number” (this number should match the number on the top part
the pink copy in the book.
of the Prize Claim Receipt). The validation number is shown on the lower part of
• Collect everything together:
the Prize Claim Receipt (or, for Instant Kiwi, the game & book number and xxxx in
place of the validation number).
- Prize Claim Form (white
copy only)
• Make sure the ticket number on the winning ticket matches the ticket number on
- Prize Claim Receipt
the top part of the Prize Claim Receipt.
- the winning ticket
• Check that the winner has:
branded with “Claim”
– written legibly
- the customer’s bank
– filled in all details correctly (especially their bank account number)
deposit slip (if available)
– completed the customer declaration
... and send all this to Lotto
NZ in the special
Prize
– signed the form
Claim Courier Envelope.
– signed the back of the ticket.
• Do not use any other
• Write in your own retailer number, the date and time, and sign the form in the
envelope or Courier Pack.
“Retailer Details” space.
• Attach the winning ticket and the Prize Claim Receipt to the white Prize Claim Form.
• Give the winner their copy (the green sheet) as a receipt.
• Leave the pink sheet in your Prize Claim Form book – don’t remove it.
• Send to Lotto NZ:
– the top copy (white sheet) of the Prize Claim Form
– the Prize Claim Receipt and...
– the winning ticket.
• Use the Prize Claim Courier Envelope to send the Price Claim Form, winning ticket
and Prize Claim Receipt to Lotto NZ. Place the courier tracking sticker to your pink
copy of the Price Claim Form for tracking purposes
• When the Prize Claim Form is ready to send, contact Courier Post on 0800 268 743
to arrange collection.
Remember:
Tickets that win over $1,000 are branded “Claim”.
(February 2019) Lotto NZ Retailer Operations Manual
5.6
Make sure you send these to Lotto NZ in the special Prize Claim Courier Envelope.
See picture on page 6.1. If you require more email: [email address]
Don’t send them in any other envelope or courier bag as these go to different areas of
Lotto NZ and could be overlooked. Don’t send anything else with them and do not use
the Prize Claim Courier Pack for any other purpose.
To make sure that details about winners are kept confidential, the pink copy of the
Prize Claim Form will not record the winner’s name, address, phone number or
signature. For more information, please refer to your Job Tools.
Remember: You must store any used or partly used books of Prize Claim Forms
for 12 months from the date of the last claim recorded in the book. Keep your used
books in a secure place, and once the 12 month period is up, send them back to
Lotto NZ for destruction.
An example of a properly completed Prize Claim Form is shown on page 5.9.
Customer Declaration
A Lotto NZ retailer or a Lotto operator who wins a prize of $1001 or more must declare
that they are a Lotto NZ retailer or a Lotto operator when completing the customer
declaration on the Prize Claim Form.
Prizes payable to persons under 18 years
Where a person under 18 years of age is entitled to a prize over $1,000 (that is not an
Instant Kiwi prize) the following procedure applies.
• Ask the winner to sign a standard Prize Claim Form and tick the I am Under 18
checkbox.
• Tell the winner they will be sent a Parent or Guardian Form which one of the
winner’s parents or legal guardians must sign and return. This will be sent once
Lotto NZ has received the Prize Claim Form.
Remember: the above procedure does not apply to Instant Kiwi prizes. You must not,
under any circumstances, pay out an Instant Kiwi prize to anyone you suspect, or
know, is under 18 years of age. You must ask for age verification from every customer
who presents an Instant Kiwi ticket for validation and appears to be under 25 years of
age. If a person:
• is under 18; or
• they cannot verify they are 18 or over
return the ticket to them and advise them you can only validate an Instant Kiwi ticket
for someone who is 18 or over and has proof of age.
Lotto NZ Retailer Operations Manual (February 2019)
5.7
When you validate a ticket which has won a prize of over $5,000 the terminal will lock
Processing a Prize
and no further transactions can take place until the Helpdesk releases the terminal.
The prize-winning ticket will be branded with “Claim”.
Claim $5,001 or more • When the terminal locks, t will display the message “Major prize won! Call Help
Desk now (0800 502 502). Help Desk must speak to the winner and will then unlock
the terminal”. The winner music will play and the Prize Claim Receipt will print just
before the terminal locks.
Always send prize claims to
Lotto NZ in their own special
• Immediately call the Helpdesk on 0800 502 502 and select option 1, then press 1
Prize Claim Courier Envelope
again which is the prior ty line for unlocking terminals after major prize validations.
(order code: 7635).
• The Helpdesk Operator will need to talk briefly to the winner to obtain details to
Don’t send prize claims
help process their prize claim. Winners of very large prizes ($1 million or more) may
with anything else. If you
also be transferred to a member of the Lotto NZ Communications team who will
run out of Prize Claim
provide the winner with more information about their prize.
Courier Envelopes, email
• While the Helpdesk Operator is talking to the winner, begin filling out a Prize
[email address]
Claim Form as per the instructions in “Processing a Prize Claim $1,001 - $5,000”.
The customer can complete it when they have finished talking to Lotto NZ. Make
sure the customer also writes their name and phone number on the back of the
winning ticket.
• When the Helpdesk Operator has finished talking to the winner, you will need to
advise Help desk of the Prize Claim Form number. The Helpdesk will then unlock
your terminal and wait for you to confirm that the terminal is fully functional.
Crediting a bank account
Some major prize-winners may want Lotto NZ to credit their prize directly to their
bank account.
In that case, ask them for a deposit slip for their bank account. This will be encoded
with their bank account number. Attach the deposit slip to the Prize Claim Form and
send t to Lotto NZ, along with the winning ticket and the Prize Claim Receipt.
If the customer doesn’t want to hand over one of their encoded deposit slips, you’ll
need to get them to check that they’ve wr tten down their bank account number
correctly on the Prize Claim Form.
Always send prize claims to Lotto NZ in their own special Prize Claim Courier
envelope. See picture on page 6.1 If you require more email: stationery.mailbox@
lottonz.co.nz
Remember: EFTPOS and Credit Card numbers are not bank account numbers and
can not be used for direct crediting prize payments.
Claiming the prize in person
Some winners may prefer to claim their prize in person at Lotto NZ’s Auckland Office,
rather than having their claim sent through the mail.
When this happens, ask the winner to fill out the Prize Claim Form while they’re still at
your outlet – this will give them greater security in case they lose the ticket. Then give
them the Prize Claim Form’s top two copies (the wh te and green sheets), the Prize
Claim Receipt, and the winning ticket. They’ll need to take these to Auckland.
(February 2019) Lotto NZ Retailer Operations Manual
5.8
If they want to claim their prize at Lotto NZ’s Auckland Office, they can do this. But in
this case you must give them the winning ticket and the Prize Claim Receipt (which
you get automatically from the terminal after validating the ticket) to take to Lotto NZ.
The winning ticket, the Prize Claim Receipt, and a completed Prize Claim Form must all
be produced before a prize claim can be paid.
Remember:
You will still need to call Lotto NZ to unlock your terminal if the ticket has
been validated at your store. Advise Help Desk if the customer will be claiming at
Lotto NZ’s Auckland office.
Anonymity of winners
You must make sure the winner remains anonymous, unless they authorise Lotto NZ to
publish their name. You should not give media or other customers any information about
prize winners w thout their express permission. Lotto NZ speaks directly to winners to
determine if any publicity can be obtained for the wins, and looks after media enquiries.
Please contact a Lotto NZ representative before speaking with the media.
Remember: a seemingly harmless detail may accidentally reveal a winner’s ident ty
– such as saying that they are a principal, if there is only one school in the area.
Winners must be individuals
Lotto NZ does not recognise syndicates or any other groups for the paying out of prizes
(see Lotto Rules 2000, rules 45(2) and 47, rules 37 and 39). This applies to winners of any
Lotto NZ game – but especially to winners in Lotto Combo, which is more likely to be
played by groups.
Make sure the person filling out a Prize Claim Form does not write down a group’s
name on the form. If this person is from a group that has won a prize from its Lotto
Combo entry, make sure they wr te in the name of the individual to whom the group
has nominated the prize be paid. This individual is recognised by Lotto NZ as the
bearer (“owner”) of the Lotto ticket.
You may also need to make it clear to a claimant that if there is more than one
person named on a Prize Claim Form, the first person named is recognised as the
bearer of the ticket.
Non-winning tickets
Always offer a non-winning ticket back to a customer. This will give them the option
of re-checking it themselves.
Remember: a “non-winning ticket” is a ticket that brings up the message “No Prize on
this Ticket – Good Luck Next Time” when you validate it through the terminal. (See
“Don’t Pay” screen message 1 on the following page.)
Lotto NZ Retailer Operations Manual (February 2019)
5.10
Tickets which have been purchased on the MyLotto website cannot be validated
Tickets Printed from through the terminal or self-service ticket checker. These tickets are easy to identify –
they will not have a barcode, will have an Online Ticket number, and will not be on
the MyLotto Website our special yellow thermal printer paper.
Tickets purchased on the MyLotto website can only be checked on the website. If a
customer presents a print-out of a MyLotto ticket, advise them that they must login to
their account on mylotto.co.nz and use the ticket checking and prize claim procedures
on the website. All prizes won on tickets purchased on the MyLotto website will be paid
e ther into the customer’s online account or directly into their nominated bank account
(after they have completed the claim procedures on the webs te).
Under no circumstances should you pay any prize to a ticket printed from the
MyLotto website.
Lotto NZ Retailer Operations Manual (February 2019)
5.11
There are 15 “Don’t Pay” screen messages. The next few pages give a quick overview
of them.
“Don’t Pay” Screen
Messages
1. No prize on this ticket – good luck next time
This means that the number entered
does not belong to a winning ticket.
Ring the Helpdesk on
0800 502 502 (and select
This “No Prize On This Ticket – Good
option 1) if you have any
Luck Next Time” message will also
VALIDATION RESULT
trouble explaining a
come up in online games if:
“Don’t Pay” message to
NO PRIZE ON THIS TICKET
• The ticket was a winner – but it has
a customer.
GOOD LUCK NEXT TIME
already been paid and the payment
record is no longer online.
• The ticket was a winner – but it is a
Multi Draw ticket which has also won a
prize in an earlier draw. The customer
has presented the original Multi Draw
ticket, rather than the subst tute ticket they should have been given when the earlier
prize was won.
• The ticket was a winner – but the game was more than 12 months ago and has
now expired. The customer cannot claim a prize.
If you have any difficulties with the “No Prize On This Ticket – Good Luck Next Time”
message, ring the Helpdesk on 0800 502 502 and select option 1.
Remember:
All prizes in online games have to be claimed within 12 months – that is,
within 12 months of the draw. (And for Multi Draw tickets this means within 12 months
of the ticket’s winning draw, not its final draw.) If you try to validate a prize-winning
ticket in a draw that’s more than 12 months old, it will bring up the message “No Prize
on this Ticket - Good Luck Next Time”.
2. Instant Validation Result – Not a Winner
This means that the number entered
does not belong to a winning Instant
Kiwi ticket. This “Instant Validation
Result – Not a Winner” message may
also come up if you have entered the
INSTANT VALIDATION RESULT
validation number incorrectly. But if the
digits are entered correctly and you still
NOT A WINNER
get the “Instant Validation Result – Not
a Winner” message, ring the Helpdesk
immediately on 0800 502 502, select
option 1, and follow their advice.
(February 2019) Lotto NZ Retailer Operations Manual
5.12
3. Not a winning ticket – draws remaining
This message will come up if the ticket is:
• a Multi Draw that has not yet won a
prize or...
VALIDATION RESULT
• a substitute Multi Draw ticket that has
not won a prize since t was issued.
NOT A WINNING TICKET
If you have any difficulties with this
DRAWS REMAINING
message, ring the Helpdesk on
0800 502 502 and select option 1.
4. Ticket already checked – not a winning ticket
This means that a non-winning ticket
has already been checked.
Remember:
Keep validated and non-
validated tickets separate.
VALIDATION RESULT
TICKET ALREADY CHECKED
NOT A WINNING TICKET
The online games screen.
INSTANT VALIDATION ERROR
TICKET ALREADY CHECKED
NOT A WINNING TICKET
The Instant Kiwi screen.
Lotto NZ Retailer Operations Manual (February 2019)
5.13
5. Invalid Number
This means an error has been made
when you entered the validation
numbers. Check the numbers and
re-validate the ticket. If the message
comes up again, ring the Helpdesk on
INSTANT VALIDATION ERROR
0800 502 502 and select option 1.
REJECTED – INVALID NUMBER:
PLEASE RE-ENTER
6. Already paid or Previously paid
The “Already Paid” or “Previously Paid”
message means that the ticket has been
previously validated for payment and
paid within the last few days.
VALIDATION RESULT ALREADY
PAID
But sometimes a validation message is
accepted by the central computer and
then is “lost” on the return journey to
BY ***** ON DD-MMM
the terminal. So if you have a second
attempt at validating the ticket, you get
the “Already Paid” message.
“Already Paid” can also sometimes
The ***** on the online games screen
come up in Instant Kiwi because
will read either “you” or “other” (“Other”
another ticket with similar validation
means another Lotto NZ outlet.)
numbers has been entered incorrectly
by a retailer and has accidentally
validated that ticket as a winner. Your
customer’s ticket then registers “Already
Paid” when it is put through the terminal.
If the “Already Paid” or “Previously Paid”
INSTANT VALIDATION ERROR
message comes up, ring the Helpdesk
on 0800 502 502 and select option 1.
They will be able to tell you what to do.
PREVIOUSLY PAID BY *****
The ***** on the Instant Kiwi screen will
read e ther “you” or “other”. (“Other”
means another Lotto NZ outlet.)
(February 2019) Lotto NZ Retailer Operations Manual
5.14
7. Prize claim
This means that the prize value for either
an online game or Instant Kiwi game is
CLAIM
more than the $1,000 payment limit and
you must follow the steps for processing
YOU HAVE A CLAIM TO PROCESS
a prize claim over $1,000.
Complete the PRIZE CLAIM FORM attach the
WINNING TICKET and CLA M RECEIPT and send
Sometimes a Lotto “Claim” message
to Lotto NZ in a Prize Claim courier bag.
may read “Claim $0.00”. This will be
DO NOT pay the Claim amount.
accompanied by smaller wording in the
bottom left of the screen saying “Winner
Call help desk on 0800 502 502 if
Car Prize” or similar. This means the
assistance is required.
ticket has won a bonus prize in a regular
draw. When you get this message,
follow the usual steps for processing a
prize claim over $1,000.
8. Already claimed or Previously claimed
The “Already Claimed” or “Previously
Claimed” message means that this
ticket has won a prize over $1,000 and
has already been processed. Ring the
VALIDATION RESULT
Helpdesk on 0800 502 502 (and select
option 1) for assistance.
INVALID CLAIM –
PRIZE ALREADY CLAIMED ON
DD-MMM
The online games screen
INSTANT VALIDATION ERROR
PREVIOUSLY CLAIMED BY *****
The ***** on the Instant Kiwi screen will
read either “you” or “other”. (“Other”
means another Lotto NZ outlet.)
Lotto NZ Retailer Operations Manual (February 2019)
5.15
9. Results not in
This means that an online game ticket
has been presented before ts particular
draw has been made. Ask the customer
to come back after the draw.
VALIDATION RESULT
If a customer produces a current Lotto
Multi Draw ticket for a prize in a previous
RESULTS NOT IN
draw between 7.00 pm and 8.00 pm on
Try Again Later
a Saturday, ask them to come back the
next day (or the day after). The computer
cannot check their ticket because it cannot
produce a substitute ticket while the
current draw is being resolved.
10. Invalid Book Status
This means that the Instant Kiwi ticket
has not been activated for sale through
the terminal. Don’t pay the prize.
Ring the Helpdesk immediately on
INSTANT VALIDATION ERROR
0800 502 502 and select option 1.
Rejected - Invalid Book Status,
Call Help desk
11. Game Not Available
This message means that the Instant Kiwi
game is either not yet open or the game-
closure was more than 12 months ago. If
the ticket is for an Instant Kiwi game that
is not yet open, don’t pay the prize. Help
INSTANT VALIDATION ERROR
the customer fill out a Prize Claim Form
and send it in to Lotto NZ. If the Instant
Rejected - Game Not Available
Kiwi ticket was for a game that closed
more than 12 months ago, the prize is no
longer available.
Remember: all prizes in an Instant Kiwi game have to be claimed within 12 months of
All prizes in a draw or game
the date of the game’s closure. (This information is posted on a weekly basis on the
have to be claimed
within
Lotto NZ’s corporate website – mylotto.co.nz).
12 months of the date of that
Lotto NZ will not accept “late” claims which exceed the 12 months’ expiry date. And
draw or the closure of that
Lotto NZ will not reimburse you if you pay out a prize in a game that’s not active.
game. For Multi Draw tickets,
this means within 12 months
If the customer wants to pursue their prize, get them to fill out a Prize Claim Form and
from the date of the winning
send t to Lotto NZ. Attach an Incident Report explaining the circumstances. Lotto NZ
draw (not the final draw).
can then check the claim and let the claimant know its decision.
(February 2019) Lotto NZ Retailer Operations Manual
5.16
12. Ticket on Hold
Online game tickets may be put
into a “Hold” status for a number of
reasons. Call the Helpdesk and follow
their advice. The customer will need
to complete an Incident Report which
VALIDATION RESULT
should then be sent to Lotto NZ with the
ticket attached.
TICKET ON HOLD CONTACT
HELPDESK 0800 502 502
13. Major Prize Won
This message means that the prize
value of the ticket is over $5,000. The
terminal will lock and no transactions
MAJOR PRIZE WON
can take place until the Helpdesk
releases the terminal.
CALL HELP DESK NOW (0800 502 502)
Ring the Helpdesk on 0800 502 502 and
HELP DESK MUST SPEAK TO THE
select option 1, then 1 again – they will
WINNER AND WILL THEN UNLOCK THE
tell you what to do.
TERMINAL
14. Free Ticket
This message means that you must scan
ticket to the value shown on screen.
INSTANT VALIDATION
TICKET NUMBER 123-12345-678-678910-XXXX
WINNING AMOUNT $0.00
FREE TICKETS 1
VALIDATION NUMBER 070-012345678-9876
Lotto NZ Retailer Operations Manual (February 2019)
5.17
15. Cannot Validate Ticket
This message means that an Instant
Kiwi ticket has been identified by Lotto
NZ as lost or stolen, and then voided.
Don’t pay out and don’t give the ticket
CANNOT VALIDATE TICKET PLEASE
back to the customer.
COMPLETE INCIDENT REPORT
Even if the customer wants to be paid in
ATTACH TICKET
cash (for example if the prize is relatively
small), don’t pay out. You can point to
the CDU and tell the customer that the
message requires you to fill out a report.
Don’t get into an argument; your customer
may be a totally innocent person.
(A more detailed account of the procedure for dealing with Instant Kiwi tickets
identified as lost or stolen is given in the section on ”Prize claims on tickets from lost or
stolen (voided) Instant Kiwi tickets”, page 5.20.)
All outlets are fitted with at least one self-service ticket checker unit. These units enable
customers to scan the barcodes of their tickets and find out if any prizes have been
Self-Service Ticket
won. If a customer has a winning ticket with a prize value $5,000 and under, the unit
will display the amount won. Prizes of $5,001 or more will only display the prize division
Checkers
won, not the amount. Other prizes such promotion prizes, Bonus tickets and other
merchandise prizes will all be displayed on the unit.
The units only indicate if a prize has been won, they do not validate the ticket.
Customers must then present their winning tickets at the Lotto counter to claim their
prize, at which point the ticket can be validated through the terminal as per the
instructions in this chapter.
The units are not intended as the sole way to check tickets; they are provided as an
additional service for customers. If a customer hands a ticket to you for checking on
the terminal, you must always do so.
Show your customers how to use the device
Customers may need to be shown how to use the ticket checker. Tickets must always
be face up with the barcode towards the device itself; the barcode is scanned under
the line of red light in the ticket checker. Tickets are most reliably read if held low
down under the red line, so they are resting on the flat surface of the ticket checker.
If a customer has a number of tickets to check, t is important that they keep the
ones they have already checked separate from the ones they have yet to check, as
otherwise they may inadvertently either scan the same ticket twice, or miss checking
a ticket.
Ticket-checker screen messages
The following messages will appear on the ticket checker screen once a ticket has
been scanned:
(February 2019) Lotto NZ Retailer Operations Manual
5.18
1. Congratulations! Prize xxx
The customer has won a prize. They will
need to bring their ticket to you to validate
CONGRATULATIONS! PRIZE XXX
on the terminal. Follow the standard
procedures at the beginning of this
chapter for paying or claiming a prize.
2. Congratulations! Division XX Winner
The customer has won a major prize.
They will need to bring their ticket to you
CONGRATULATIONS!
to validate on the terminal. Follow the
DIVISION XX WINNER
standard procedures for processing a
prize claim of over $5,000 on page 5.7.
Congratulations! Major Prize Winner.
3. Congratulations! Major Prize Winner
The customer has won an Instant Kiwi
prize worth over $5,000. Follow the
CONGRATULATIONS!
standard procedures for processing a
MAJOR PRIZE WINNER
prize claim of over $5,000 on page 5.7.
4. Congratulations! XXXXXXXXXX Winner
The customer has won a promotional
prize. Follow the standard procedures for
CONGRATULATIONS!
processing a prize claim of over $5,000
XXXXXXXXXX WINNER
on page 5.7.
5. Congratulations! XXX Bonus Tickets
The customer has won 1 or more bonus
tickets.
CONGRATULATIONS!
XXX BONUS TICKET(S)
6. Congratulations! Free Ticket
The customer has won a free Instant
Kiwi ticket. They will have to bring their
CONGRATULATIONS!
ticket to you to validate on the terminal
FREE TICKET
and give them a free Instant Kiwi ticket
of equal value.
Lotto NZ Retailer Operations Manual (February 2019)
5.19
7. Congratulations! Cash + Bonus Ticket(s)
The customer has won a prize and one
CONGRATULATIONS!
or more Bonus tickets.
CASH + BONUS TICKET(S)
8. Congratulations! Cash + Exchange Ticket
The customer has won a prize on a
Multi-Draw ticket which still has draws
CONGRATULATIONS!
remaining. They will need to bring
CASH + EXCHANGE TICKET
the ticket to you to validate so that the
terminal can print them a substitute
ticket for their remaining draws, and you
can pay them their prize.
9. Congratulations! Cash + Bonus + Exchange
The customer has won a prize and a
Bonus ticket on a Multi-Draw ticket which
CONGRATULATIONS!
still has draws remaining. They will need
CASH + BONUS + EXCHANGE
to bring the ticket to you to validate
so that the terminal can print them
a substitute ticket for their remaining
draws, their Bonus ticket, and you can pay them their prize.
10. Cannot Scan Ticket. Please see Retailer
This message will come up if:
CANNOT SCAN TICKET
• It is an Instant Kiwi ticket that does not
PLEASE SEE RETAILER
have a barcode under the latex on the
front of the ticket.
• The ticket has already been validated,
cancelled, or is in a Hold status.
• The barcode on the ticket cannot be read on the ticket checker. This usually occurs
if the ticket has been printed on a printer which is dirty or has a fault on it. The
customer will need to bring the ticket to you for manual validation.
11. Cannot Read Ticket
This message will come up if an Instant
Kiwi ticket has been identified by Lotto
CANNOT READ TICKET
NZ as lost or stolen, and then voided.
PLEASE SEE RETAILER
The customer will need to bring their
ticket to you to validate on the terminal.
Follow the procedure in the section on
”Prize claims on tickets from lost or stolen (voided) Instant Kiwi tickets”, page 5.20.
(February 2019) Lotto NZ Retailer Operations Manual
5.20
A customer may want to claim a prize on a ticket that has been lost, stolen or
damaged.
Lost, Stolen or
Damaged Tickets
Ticket claims: online games
If a ticket is lost, stolen or damaged, any prize owing cannot be paid out immediately.
A Ticket Claim involves a
When a customer comes in to make a claim on a lost, stolen or damaged ticket,
lost, stolen or damaged ticket:
help them fill in a Lost/Stolen/Damaged Ticket Report. An example of a correctly
completed Lost/ Stolen/Damaged Ticket Report is shown on page 5.20. Send the top
• Give the customer a Lost/
(blue-and-white) copy of the Lost/Stolen/Damaged Ticket Report to Lotto NZ. Give the
Stolen/Damaged Ticket
second (green) copy to the customer, and keep the third (pink) copy for your records.
Report to complete.
Remember: send the top copy of the Lost/Stolen/Damaged Ticket Report to Lotto NZ
Make sure they include
in the pre-paid general purpose envelope (order code: 7505).
and attach all relevant
information relating to
their claim.
Processing the claim
• Then send the top copy of
Lotto NZ investigates all claims on lost, stolen and damaged tickets.
the Lost/Stolen/ Damaged
Ticket Report to Lotto NZ.
If the claim involves a ticket whose prize value is over $100, Lotto NZ will send the
Give the second copy to
customer a Statutory Declaration form to fill in. (This form is a statutory declaration,
the customer, and keep
held by Lotto NZ. It is not held by the retailer.) Once the customer has completed the
the bottom copy for your
form and returned it to Lotto NZ, an outcome will be established and the customer
records.
contacted by letter.
A claim that involves a ticket that has won a prize of under $100 is a more
straightforward process. Once an outcome has been established regarding the claim,
Lotto NZ will either send the customer any outstanding prize won, or notify them that
their claim has been unsuccessful. (Sometimes, however, Lotto NZ may need to write
to the customer to ask them for more information before their claim can proceed.)
Please ensure that customers understand that all ticket claims undergo a thorough
investigative process which may take some time to complete.
Prize claims on lost/stolen Instant Kiwi tickets
Lotto NZ isn’t able to check whether an Instant Kiwi ticket is a winner unless the full
ticket details are available, including the 11 digit validation number. Unless they have
all these details, it is virtually impossible for a customer who has lost an Instant Kiwi
ticket or had one stolen to prove they had a prize-winning ticket. So prize claims
involving lost or stolen Instant Kiwi tickets are rarely successful.
So far, Lotto NZ has only upheld these kinds of claims where a prize-winning
ticket has gone missing in transit to Lotto NZ. In these cases, Lotto NZ has had the
supporting information contained in the Prize Claim Form.
If a customer knows their ticket has been stolen, you should encourage them to
contact Lotto NZ.
Prize claims on damaged Instant Kiwi tickets
Instant Kiwi tickets may be damaged if the latex is hard to remove or the play
symbols have been made unreadable by the customer’s attempts to scratch off the
latex. In cases like this, it is impossible to validate the ticket through the terminal.
When a customer has bought an Instant Kiwi ticket that may be fau ty, you should
fill out an Incident Report and return the original ticket to Lotto NZ for investigation. If
Lotto NZ Retailer Operations Manual (February 2019)
5.22
Retailers can pay out prizes of up to $10 on damaged Instant Kiwi tickets
• You Can Pay Out A
Retailers have the option of paying out small prizes for mutilated Instant Kiwi tickets
Prize of up to $10 on a
that can’t be validated because the validation number is illegible. This only applies to
damaged Instant Kiwi
prizes not exceeding $10. Here’s how to do it:
ticket provided that:
- the matching play
• Pay out to the customer only if:
symbols are clearly visible
– the prize is not more than $10,
- the ticket is wholly intact,
– the matching play symbols can be clearly seen, and ...
and
– the ticket is wholly intact.
- the prize is not over $10.
The reason that the ticket must be wholly intact is because retailers destroy all
• Remember To Claim the
prize-winning tickets to a value of $1,000 or less. If the ticket is not intact, you may be
prize money back from
paying out on a prize-winning ticket that has only been partly destroyed by another
Lotto NZ by completing
retailer. In that case, you will not be reimbursed by Lotto NZ for having paid out
a Lost/ Stolen/Damaged
again on the mutilated ticket.
Ticket Report and
attaching the ticket(s).
• Receive reimbursement from Lotto NZ by filling out a Lost/Stolen/Damaged Ticket
Send the form and
Report. Make sure you attach the ticket(s). Send the form in the general purpose
ticket(s) to Lotto NZ.
pre-paid envelope (order code: 7505) to Lotto NZ. Write in the “ANY OTHER
RELEVANT INFORMATION” box that you have paid the customer and are seeking
reimbursement.
Don’t pay out for prizes of more than $10 on tickets that can’t be validated. If the
play symbols can be clearly seen, help the customer fill in a Lost/Stolen/Damaged
Ticket Report. This can be sent in with an Incident Report, if you want to make some
comments about the claim.
The customer will be notified by Lotto NZ when its investigation of the prize claim
is completed.
Remember: further information about this process is contained in your Job Tools.
Prize claims on tickets from lost or stolen (voided)
Instant Kiwi books
Prize claims from customers on tickets that have been lost or stolen can be a tricky
issue. Your customer may not be aware that the ticket has been stolen.
When you enter the validation number of a voided ticket, the terminal will display
“Cannot validate ticket – Please complete incident report – Attach ticket”.
Don’t pay the prize – and don’t give the ticket back to the customer. Instead, get the
customer to fill in an Incident Report and complete the back of the ticket. (This will
also protect the interests of any customer who held the ticket legitimately.)
If you have any difficu ties, ring the Helpdesk immediately on 0800 502 502 and select
option 1. Follow their advice.
Send the Incident Report and the ticket to Lotto NZ. Use the general purpose pre-paid
envelope (order code: 7505) for this. Make sure the Incident Report contains any extra
information you received from the customer when discussing the claim. Also advise the
Helpdesk on 0800 502 502 (and select option 1) about the attempt to claim a prize – if
you didn’t already do so when the terminal message came up.
Lotto NZ Retailer Operations Manual (February 2019)
Lotto NZ Retailer Operations Manual (February 2019)
Lotto NZ Retailer Operations Manual (February 2019)
7.1
7.1 - Accounting &
Settlement Procedures
your bank account
is “swept” electronically to pay what you owe to Lotto NZ
for sales of its products. There is no paperwork for you to
do, although you should make sure you print out an Online
Settlement Report
for your own records.
Your New Zealand Lotteries Commission trust account is electronically “swept” to pay to
Lotto NZ your weekly net takings for ts products. You will have set up a New Zealand
Payments Each
Lotteries Commission trust account when you obtained your agency. It is this account
which is direct-debited (“swept”) by the Electronic Funds Transfer process.
Week to Lotto NZ
Remember: If you change your trust account, you must notify Lotto NZ finance team
at least 2 weeks before the new account is to be “swept”. Lotto NZ will then send you a
Direct Debit Authority form, so that you can authorise the “sweep” on your new account.
You will need to fill out and sign the form, and send t back to Lotto NZ.
Not having enough funds in the trust account to cover your net payments to Lotto NZ
each week will be viewed extremely seriously by Lotto NZ. Failure to bank enough
money for the “sweeps” will lead to a review of your agency, possibly resulting in the
agency being terminated. You may be asked to pay a bond which will be held for
up to 12 months.
Bank “Sweeps”
Both “sweeps” cover the net takings for all Lotto NZ games.
Not having enough funds
in the trust account to
cover your net payments
to Lotto NZ each week
will be viewed extremely
seriously by Lotto NZ.
In these cases, the “sweep” will not be done. Lotto NZ will advise you in advance
Failure to bank enough
about these exceptions.
money for the “sweeps” will
lead to a review of your
Lotto NZ agency, possibly
resulting in the agency
being terminated.
You may be asked to pay
a bond which will be held
for up to 12 months.
(February 2019) Lotto NZ Retailer Operations Manual
7.2
The printed Online Settlement Report lists
The Online
the weekly total of:
Settlement Report
Lotto Powerball
• Sales – number and value of combined
Lotto & Lotto Powerball sales.
You will need sufficient
• Prizes Paid – number and value of
funds in your trust account
combined Lotto & Lotto Powerball
to cover the total amount
prizes paid.
due that will be “swept”
from your account each
• Cancels – number and value of
Monday and Wednesday.
cancelled Lotto & Lotto Powerball tickets.
(Check that the number and value of
any cancelled tickets you’re holding
matches the figures in the report.)
Lotto Strike
• Sales – number and value of Lotto
Strike sales.
• Prizes Paid – number and value of
Lotto Strike prizes paid.
• Cancels – number and value of
cancelled Lotto Strike tickets. (Check
that the number and value of any
cancelled tickets you’re holding
matches the figures in the report.)
Lotto NZ Retailer Operations Manual (February 2019)
7.3
Keno
• Sales – number and value of Keno sales.
• Prizes Paid – number and value of Keno prizes paid.
• Cancels – number and value of cancelled Keno tickets. (Check that the number and
value of any cancelled tickets you’re holding matches the figures in the report.)
Bullseye
• Sales – number and value of Bullseye sales.
• Prizes Paid – number and value of Bullseye prizes paid.
• Cancels – number and value of cancelled Bullseye tickets. (Check that the number
and value of any cancelled tickets you’re holding matches the figures in the report.)
Play 3
• Sales – number and value of Play 3 sales.
• Prizes Paid – number and value of Play 3 prizes paid.
• Cancels – number and value of cancelled Play 3 tickets. (Check that the number and
value of any cancelled tickets you’re holding matches the figures in the report.)
Instant Kiwi
• Prizes Paid – number and value of Instant Kiwi prizes that you have paid out.
• Free Tickets – number and value of Instant Kiwi tickets you have given as prizes,
where the prize value is a free Instant Kiwi ticket.
• Cancels – number and value of cancelled Instant Kiwi tickets. (Check that the number
and value of any cancelled tickets you’re holding matches the figures in the report.)
Accounting Items
• Interim Sweep – the amount “swept” from your trust account
• Adjust – any adjustment which has to be made (if you’re not sure what this is, ring
the Helpdesk on 0800 502 502 and select option 4).
• Service Charge + GST – the weekly line charges (service fee), plus GST.
• Commission + GST – your retailer commission plus GST.
• Total Amount Due To Be Swept – amount owing to Lotto NZ.
Claims
• Lotto Powerball – the number and value of combined Lotto & Lotto Powerball prizes
over $1000.00 validated.
• Lotto Strike – the number and value of Lotto Strike prizes over $1000.00 validated.
• Keno – the number and value of Keno prizes over $1000.00 validated.
• Bullseye – the number and value of Bullseye prizes over $1000.00 validated.
• Play 3 – the number and value of Play 3 prizes over $1000.00 validated.
• Instant Kiwi – the number and value of Instant Kiwi prizes over $1000.00 validated.
(February 2019) Lotto NZ Retailer Operations Manual
7.4
Bonus Tickets
• Lotto - the number of Bonus Tickets issued.
• Lotto Strike – the number of Bonus Tickets issued.
• Bullseye – the number of Bonus Tickets issued.
Ticket cancellations
Credit Procedures
In some instances, a salesperson’s failure to follow ticket cancellation procedures
has resulted in claims from retailers for a credit. Lotto NZ will not approve claims
for a cred t unless you can prove that terminal malfunction was the reason for not
In some instances, a
cancelling tickets on the correct day – that is, the day they were purchased.
salesperson’s failure to follow
Tickets can only be cancelled on the day they were purchased, at the same outlet
ticket cancellation procedures
they were purchased from, and before the draw takes place.
has resulted in claims from
retailers for a credit.
Lotto NZ will not approve
Cancelling Lotto tickets:
claims for a credit unless
• Make sure that tickets are cancelled before the game closes on that day. Monday,
you can prove that terminal
Tuesday, Thursday and Friday tickets must be cancelled before 11.00 pm, Wednesday
malfunction was the reason
and Saturday tickets by 7.31 pm (or 11.00 pm if bought after 7.31 pm on a Wednesday
for not cancelling tickets
or Saturday). Sunday tickets must be cancelled by 9:00 pm.
on the day they were
purchased.
• Return all your cancelled tickets to Lotto NZ once a month. Use the general purpose
envelope (order code: 7505).
Cancelling Keno tickets:
• Make sure that tickets are cancelled before the game closes on that day. Tickets
bought before 10.00 am for the 10.00 am draw must be cancelled by 10.01 am;
tickets bought before 1.00 pm for the 1.00 pm draw must be cancelled by 1.01 pm;
tickets bought before 3.00 pm for the 3.00 pm draw must be cancelled by 3.01 pm;
and tickets bought before 6.00 pm for the 6.00 pm draw must be cancelled by 6.01
pm on the day they were purchased. Tickets bought after 6.01 pm (Monday to
Saturday) must be cancelled by 11.00 pm on that day; and by 9.00 pm if bought
after 6.01 pm on Sunday.
• Return all your cancelled tickets to Lotto NZ once a month. Use the general purpose
envelope (order code: 7505).
Cancelling Bullseye tickets:
• Make sure that tickets are cancelled before the game closes on that day. Tickets
bought before 6.00 pm must be cancelled by 6.01 pm on the day they were
purchased.
• Return all your cancelled tickets to Lotto NZ once a month. Use the general purpose
envelope (order code: 7505).
Lotto NZ Retailer Operations Manual (February 2019)
7.5
Cancelling Play 3 tickets:
• Make sure that tickets are cancelled before the game closes on that day. Tickets
bought before 6.00 pm must be cancelled by 6.03 pm on the day they were
purchased.
• Return all your cancelled tickets to Lotto NZ once a month. Use the general purpose
envelope (order code: 7505).
Instant Kiwi ticket returns (closed-off games)
As per terminal message, as soon as an Instant Kiwi game is closed off, you must
return all unsold tickets and books for that game to Lotto NZ.
• Enter the details of the unsold ticket numbers into the terminal. Remember: you
must do a separate entry for each book of tickets – and if a partially sold book has
a broken sequence of numbers, you must do a separate entry for each sequence
of numbers in that book.
• Sign one copy of the yellow receipt that the terminal prints out, and attach this to
the book of tickets. (The terminal will automatically print out 2 copies of the receipt.
Keep the other copy for your records.)
• Repeat this process until you have receipts for all books that you are returning to
Lotto NZ.
• Return all books and their receipts to Lotto NZ in a pre-paid courier bag.
Email: [email address] to order more bags.
• This must be completed within one week of the game closing.
Remember: you must only use the pre-paid courier bag for this purpose.
To make the administration of your lotteries business easier for you, Lotto NZ provides
you with a monthly tax invoice for your GST records. This is the opposite of the normal
Buyer-Created GST practice where the seller (you) provides the GST tax invoice to the buyer (Lotto NZ).
Invoices
The monthly tax invoice shows the commission and GST that Lotto NZ pays you
on your sales, minus the service charges and GST. Both your commission and
the service charges + GST appear on the Settlement Report available from your
terminal(s). Lotto NZ also provides tax invoices for incentive prizes that involve money.
When Lotto NZ pays out money as an incentive prize, t sends out a tax invoice along
with the cheque.
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
8.2
Lotto NZ Retailer Operations Manual (February 2019)
Lotto NZ Retailer Operations Manual (February 2019)
9.1
9.1 - Selling
Your Business
This chapter sets out some important requirements that you
must follow if you want to transfer your Lotto Agency. The main
point is that the Lotto NZ agency cannot be on-sold to a potential
buyer of your core business. Anyone buying your business will
have to apply to Lotto NZ for a new Lotto NZ agency.
Your Lotto NZ agency is personal to you. You can’t sell, license, transfer, assign, or
even give your lotteries agency to someone else. This means you don’t have the right
Selling Your
to sell the agency as part of your core business. Please also note that upon receiving
notification of a change of ownership or control, Lotto NZ has the right to choose to
Business
terminate the Retailer agreement by providing written notice to the retailer.
Facts that should be made clear to the purchaser
Anyone buying your business must apply to Lotto NZ for a new agency – and, if their
application is approved, they must pay an Establishment Fee (see steps 8 and 10) on
the following pages.
Before granting a new agency, Lotto NZ will look very closely at the current location
of the outlet and the attributes of the person buying your business.
Be extremely careful in any discussions with a prospective purchaser. Make sure you
don’t misrepresent any facts about either the agency or the Lotto NZ application
process. You should also make it very clear to the purchaser that:
• the retailer will notify Lotto NZ of change of ownership or control, and Lotto NZ will
have the right to choose to terminate the Retailer Agreement by providing written
notice to the retailer
• even if they are approved by Lotto NZ as a retailer of Lotto NZ products, the
purchaser will still have to sign a Retailer Agreement and pay an Establishment Fee
to Lotto NZ
• the purchaser may be required to upgrade the Lotto NZ outlet’s fitout within a set
timeframe
• the terminal, digital screen, eftpos machines, printer and router are owned by Lotto
NZ and remains its property
• the purchaser’s only right is to have their application considered by Lotto NZ – the
final decision remains w th Lotto NZ.
Please note: approval of an application can be granted only by Lotto NZ’s Chief
Executive or their delegated representative. This approval must also be in writing.
The furn ture and Lotto NZ fitout paid for by you remains your property. However, if the
Lotto NZ outlet does not continue on the site you must not use or display any Lotto NZ
merchandise, signage and logos on the site. Furthermore, such merchandise, signage
(February 2019) Lotto NZ Retailer Operations Manual
9.2
and logos cannot be used on another site which does not have a Lotto NZ agency.
The terminal will not be operational for the purchaser of your business until they have
satisfied all Lotto NZ’s requirements for their new agency. If you sell your business
to the new owner before their agency application is approved, the terminal will be
turned off and no sales of Lotto NZ products will be made through the outlet. This
is to protect both you and Lotto NZ, in case the purchaser’s agency application is
turned down by Lotto NZ.If you are selling your business, you must inform Lotto NZ of
this in writing.
Please note: about 6 to 9 weeks are usually needed to end one agency and begin a
new agency on the same site. This is because of the various assessments that have
to be done to make sure the prospective purchaser is a suitable applicant and that
the site continues to be su table as a Lotto NZ outlet.
Detailed step-by-step procedure
What to Do if You
1. You write to Retail Support at Lotto NZ’s Auckland office about your intended sale,
giving details of:
Want to Sell
• the proposed settlement date
• whether the buyer(s) wishes to apply for a Lotto NZ agency
You can’t sell, license,
• the contact name, company and details of the buyer(s)
transfer, assign, or give your
• Send through your financial Statement of Performance (this will be confidential,
Lotto NZ agency to anyone
and held only by Lotto NZ).
else. Your lotteries agency is
You will receive an acknowledgement letter from Lotto NZ.
personal to you.
2. If the site is to be retained under Lotto NZ’s Network Plan, the applicant receives
an acknowledgement letter and the following documentation:
• a copy of the Information Guide, which gives information about Lotto NZ, the
application process, and the retail standards to be met
• a sample Retailer Agreement
• Application Forms (which request company, personal and financial details, trade
or employer references, and a bank reference).
3. Applicant completes all application details and sends the completed Application
Form(s)to the Retail Support Coordinator for checking. (Details of the lease for the
premises are also required at this point.)
4. The application process has now begun. The applicant is sent a letter telling them
that the application process has started.
5. Lotto NZ reviews the Application Form(s). If the applicant is suitable, an interview is
arranged.
6. The applicant attends an interview, at which the draft Design Plan is one of the
matters discussed. The plan includes descriptions of the outlet’s interior layout,
exterior presentation, signage, and selling hours. (The plan forms part of the
Retailer Agreement and once agreed upon by the applicant and Lotto NZ cannot
be changed without Lotto NZ approval.)
7. Lotto NZ’s Chief Executive (or their delegated representative) approves or rejects
the application. In making the approval decision, the Chief Executive (or their
delegated representative) considers all the application details.
Lotto NZ Retailer Operations Manual (February 2019)
9.3
8. The approved applicant will be sent, as part of the approval process:
Anyone buying your
• an approval letter
business must apply to Lotto
NZ for a new agency.
• an invoice for the Establishment Fee
• Direct Debit Authority forms (for the direct-deb ting of Lotto NZ money from the
retailer’s trust account)
• a tax invoice and GST form
• information on the Retail Management Programme training course
Please note: New owners must have at least on RMP trained staff member available
in store. Lotto NZ will not proceed with a change of ownership unless we are satisfied
training requirements have been met.
9. Approved applicant signs the Design Plan and returns it to the Retail Support Coordinator
(unless the Design Plan has already been signed and returned by the applicant).
10. Approved applicant pays the Establishment Fee and returns completed forms.
11. Approved applicant is sent 2 copies of the Retailer Agreement to sign and return.
12. Approved applicant signs and returns both copies of the Retailer Agreement and
also attends the Retail Management Programme training course.
13. Lotto NZ sends letter confirming the start date for the new retailer’s operation of
the outlet.
14. Lotto NZ signs and legally executes both copies of the Retailer Agreement. One
“executed copy” of the Retailer Agreement is then returned to the new retailer.
You may wish to relocate your Lotto NZ outlet – talk this over w th your Lotto NZ RDM,
who can advise you on the procedure to be followed. Any relocation needs to fit in with
Relocating Your
Lotto NZ’s current Network Plan. There is a formal application process, and the final
location of the s te must be approved by Lotto NZ.
Outlet to Another Site
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
10.1
10.1 - Terminating
Your Agreement
The powers that both you and Lotto NZ have to terminate
your agency are outlined in this chapter.
This chapter covers what happens if you hold a Franchise Agreement or Retailer
Agreement. The termination process for agencies that are subject to a Master
Scope of this Chapter Agency Agreement is not covered in this manual. Please refer to the termination
provisions of your Master Agency Agreement for this information.
For the purposes of this chapter, “Agreement” means the Franchise Agreement or the
Retailer Agreement.
Please note: the information in this chapter does not take the place of the full
termination provisions in your Agreement. In the event of a dispute, it is the legal
provisions in the Agreement that will be followed.
You can terminate the Agreement for your agency by giving Lotto NZ 30 days’
written notice. You don’t have to provide any reason for terminating.
Your Powers to
All money from sales and any other amounts owing will have to be paid to Lotto
Terminate the
NZ. Also, the terminal(s) and any other property belonging to Lotto NZ – including
this Retailer Operations Manual – will have to be returned or arrangements made for
Agreement
Lotto NZ to remove them tself.
Once the agency is terminated, you can no longer advertise, promote or sell any
Lotto NZ products.
Depending on circumstances, Lotto NZ can terminate the Agreement for the agency
in 3 ways:
Lotto NZ’s Powers
• w thout giving notice
to Terminate the
• by giving 30 days’ written notice (stating reasons)
Agreement
• by giving 90 days’ written notice (without stating reasons).
Termination without notice
The information in this
This may apply in the following circumstances (please note that this list is not
chapter does not take the
exhaustive):
place of the full termination
provisions in your Agreement
• if you do not pay Lotto NZ each week the money you owe from the sales of ts
products
with Lotto NZ. In the event
of a dispute, it is the legal
• if you do not send all cancelled tickets, and any recalled tickets, to Lotto NZ
provisions in your Agreement
• if you pay out prizes which have a value greater than your prize payment
that will be followed.
authority of $1000
(February 2019) Lotto NZ Retailer Operations Manual
10.2
• if you change the nature of your business from that stated in your Agreement
• if there is a change of ownership or control of your business
• if you become bankrupt, or have a receiver or liquidator appointed to administer
any assets of your business
• if you or anyone responsible for the management of the Lotto NZ outlet are
convicted of a legal offence that Lotto NZ believes would e ther damage the
reputation of Lotto NZ or its products, or adversely affect the sales of those products
• if you try to transfer, sell or license your Agreement to someone else
• if you vacate the business premises for a period of more than 14 days, unless this is
for some physical event beyond your control (that is, flood, fire or earthquake)
• if you break the provisions of the Agreement or do not follow the standards
contained in this Retailer Operations Manual.
Termination: 30 days’ written notice
If you break any of the provisions in the Agreement, you will be given 30 days’
wr tten notice to stop doing so. Once the 30 days are up and you continue to break
the provision(s), then Lotto NZ can terminate or agency without further notice. This
procedure will also apply if you do not follow the standards contained in this Retailer
Operations Manual.
If you have been notified in writing 3 or more times within the previous 12 months of
breaches of the Agreement or this Retailer Operations Manual, then Lotto NZ can
terminate the agency by giving you 30 days’ notice in writing.
If over any 26-week period your average weekly sales of Lotto NZ products fall below
the minimum weekly sales figure specified in your Agreement, then after consulting
or trying to consult with you about the decline in sales Lotto NZ can terminate the
agency by giving you 30 days’ notice in writing.
Termination: 90 days’ written notice
Lotto NZ can terminate the Agreement by giving 90 days’ notice in writing. In this
case, it does not have to give any reason for terminating the Agreement.
On termination of the agency for whatever reason, all money owed to Lotto NZ must
Return of Lotto NZ
be paid. Likewise, all property owned by Lotto NZ must be returned or arrangements
made for their removal by Lotto NZ. Your Lotto NZ representative can provide
Property
clarification on this.
Once the agency is terminated, you can no longer advertise, promote or sell any of
Lotto NZ products – nor can you pay out prizes.
Lotto NZ Trust Account must remain open for a minimum of 4 weeks after termination.
Lotto NZ Retailer Operations Manual (February 2019)
11.1
11.1 - Playing the Games
This chapter gives descriptions of all Lotto NZ games and
how they are played. It is not a substitute for the game rules.
For a full description please see the game rules for each of
the games (and any amendments) which are provided at the
back of this manual.
Lotto is a lottery played by selecting 6 numbers between 1 and 40. Lotto is drawn
twice a week, on Wednesdays (approximately 8.20pm) and Saturdays (8.00pm) live
Lotto
on TV1.
(“standard Lotto”)
It costs 70c per line of Lotto and the minimum number of lines that must be played
is four.
A customer can play Lotto by filling in a Lotto coupon, or by asking the lotteries
salesperson for a Dip option.
Coupons: A customer marks their selected numbers on a Lotto Coupon, or they
can select the number of Lotto lines they would like to play on a Random Picks
Coupon. Once they have made their selection, they hand their coupon to a lotteries
salesperson, who inserts it into the terminal’s coupon reader. This automatically
“reads” the entry and transmits the information to the Lotto NZ central computer. The
terminal then issues a Lotto ticket, and returns the coupon. The Lotto numbers chosen
by the customer or the terminal are recorded on the ticket.
The entry coupon can be used again and again, provided it is not damaged.
Dips: The easiest way for customers to play Lotto is to ask the lotteries salesperson for
a Lucky Dip. The terminal will randomly choose the Lotto numbers that get printed on
the ticket. Lucky Dips are priced from $5.60 to $14 and only include Lotto.
Customers can choose to add Powerball (for an additional 80c per line) and/or Strike
(for an additional $1 per line) to their Lotto purchase.
Lotto prize structure
In each Lotto draw there are 6 winning numbers, plus one bonus number. Each
number is randomly selected from the drawing barrel during the live Lotto draw.
There are 7 prize-winning combinations, called “divisions”:
Division One: a correct selection of the 6 winning numbers in any one line
Division Two: 5 of the 6 winning numbers plus the bonus number in any one line
Division Three: 5 of the 6 winning numbers in any one line
(February 2019) Lotto NZ Retailer Operations Manual
11.2
Division Four: 4 of the 6 winning numbers plus the bonus number in any one line
Division Five: 4 of the 6 winning numbers in any one line
Division Six: 3 of the 6 winning numbers plus the bonus number in any one line
Division Seven: 3 of the 6 winning numbers in any one line
Lotto Division One offers a prize of $1 Million up for grabs each draw.
Voucher promotions
From time to time Lotto NZ organises additional promotions involving “promotional
vouchers”. These promotions can be held by an individual retailer, or by a group
of retailers at regional or nationwide level. Your Lotto NZ representative can tell you
more about how these work.
Lotto Powerball
Lotto Powerball
Powerball can only be played in conjunction with “standard” Lotto.
Powerball is drawn during the live Lotto draw on TV1, on both Wednesday and
Saturday nights. It involves selecting one or more numbers between 1 and 10.
It costs 80c per Powerball entry and the minimum number of entries is 4. The
maximum number of entries is set by the number of standard Lotto entries the
customer makes. The number of Powerball entries cannot be greater than the
number of standard Lotto entries.
A customer can choose their own Powerball number(s), or they can have a range of
numbers randomly selected through the terminal.
Coupons: A customer marks their selected numbers on a Lotto Powerball Coupon,
or they can select the number of Lotto and Powerball lines they would like to play
on a Random Picks Coupon. Once they have made their selection, they hand their
coupon to a lotteries salesperson, who inserts it into the terminal’s coupon reader.
This automatically “reads” the entry and transmits the information to the Lotto NZ
central computer. The terminal then issues a ticket, and returns the coupon. The Lotto
and Powerball numbers chosen by the customer or the terminal are recorded on the
ticket.
The entry coupon can be used again and again, provided it is not damaged.
Dips: The easiest way for customers to play Lotto Powerball is to ask the lotteries
salesperson for a Power Dip. The terminal will randomly choose the Lotto and
Powerball numbers that get printed on the ticket. Power Dips are priced from $12 to
$24 and include Lotto and Powerball entries.
Customers can choose to add Strike (for an additional $1 per line) to their Lotto
Powerball purchase.
Lotto NZ Retailer Operations Manual (February 2019)
11.3
Lotto Powerball prize structure
In each Powerball draw one winning Powerball number is randomly selected from the
draw machine which contains balls numbered 1-10.
For Powerball there are 7 prize-winning combinations, called “divisions”:
Division One: a correct selection of the 6 winning Lotto numbers plus the Powerball
number in any one line
Division Two: 5 of the 6 winning Lotto numbers, the bonus number, plus the Powerball
number in any one line
Division Three: 5 of the 6 winning Lotto numbers plus the Powerball number in any
one line
Division Four: 4 of the 6 winning Lotto numbers, the bonus number, plus the Powerball
number in any one line
Division Five: 4 of the 6 winning Lotto numbers plus the Powerball number in any one
line
Division Six: 3 of the 6 winning Lotto numbers, the bonus number, plus the Powerball
number in any one line
Division Seven: 3 of the 6 winning Lotto numbers plus the Powerball number in any one
line
If the Powerball Division One prize is not won, its prize pool jackpots to the following
draw. Lotto NZ has established a Jackpot Policy that determines how long Powerball
can jackpot for, and therefore when a “Must be Won” draw will be held. A “Must be
Won” draw can be called at other times during the year. Lotto NZ may change its
Jackpot Policy from time to time.
Lotto and Powerball Combo
Lotto Combo is an easier, faster way for a group (or an individual) to play Lotto with
every combination of a selection of lucky numbers.
Players can choose either 8, 9 or 10 numbers and they mark their chosen numbers
on a Lotto Combo Powerball coupon. (They mark the Powerball box only if they
want to play Powerball as well). When the coupon is read by the terminal, the central
computer automatically calculates and records every possible 6-number combination
of the chosen numbers. However, the Lotto Combo ticket simply shows the 8, 9 or 10
numbers selected.
Customers can also purchase a Lotto Combo Lucky Dip. This allows them to have their
8, 9 or 10 numbers randomly selected by the terminal.
(February 2019) Lotto NZ Retailer Operations Manual
11.5
Lotto Strike prize structure
For Strike there are 4 prize-winning levels:
Strike 4: the customer’s 4 numbers match the exact order of the first 4 Lotto numbers
drawn
Strike 3: the customer matches the exact order of any 3 of the first 4 Lotto numbers
drawn
Strike 2: the customer matches the exact order of any 2 of the first 4 Lotto numbers drawn
Strike 1: the customer matches the exact order of any 1 of the 4 Lotto numbers drawn.
If the Strike 4 prize is not won for any one draw, then it jackpots to the next draw.
Lotto NZ has established a Jackpot Policy that determines how long Strike 4 can
jackpot for, and therefore when a “Must be Won” draw will be held. A “Must be Won”
draw can be called at other times during the year. Lotto NZ may change its Jackpot
Policy from time to time.
Keno is a game played by selecting as few as one number, or as many as 10 numbers,
Keno
from 1 to 80. Keno is played four times a day at 10.00 am, 1.00 pm, 3.00 pm and 6.00
pm. The confirmed resu ts are available after each draw online at mylotto.co.nz, via the
terminal Winning Numbers report or by telephone on 0800 695 6886 (0800 mylotto).
Keno is the game of choice, where customers select:
• how many lines they want to play (maximum of four for coupon, maximum of 20
for Dips)
• how many numbers they want to play for each selection (known as Prize Groups)
• how much they want to spend per line
• the number of draws they want to play
• which draw times they want to play
• if they want to add Multiplier
Customers can indicate their selections by either filling out a coupon, or by requesting
random numbers verbally through the terminal.
The cost of a customer’s ticket will be the number of boards chosen x the spend per
line x the number of draws.
For example
1 board
x
$1 spend per line
x 1 draw
=
$1
2 boards
x
$2 spend per line
x 2 draws
=
$8
2 boards
x
$5 spend per line
x 1 draw
=
$10
Keno Dip
The simplest way for a customer to play Keno is through a Dip. The terminal
will randomly select lines of 10 numbers and apply a $1 spend per line. The Dips
available are $1 (1 line), $2 (2 lines), $3 (3 lines), $4 (4 lines), $5 (5 lines), $10 (10 lines)
and $20 (20 lines). All the customer needs to do is select how many draws they want
to play.
Keno Multiplier
Add Keno Multiplier to any dip or coupon ticket for the chance to win 1.5, 2, 3, 5, 10*
times more. Adding Keno Multiplier will double the cost of the Keno ticket.
*Multipler odds only.
Keno Multi-draw
Customers can choose Multi-draw for 2-10, 14, 20 or 28 consecutive draws.
(February 2019) Lotto NZ Retailer Operations Manual
11.6
Keno EarlyBird
EarlyBird gives customers the option to buy a single-draw ticket up to 14 days (or 56
draws) in advance.
Keno prize structure
The value of a Prize in Keno depends on the Prize Group, on how many of the
numbers match the 20 winning numbers, and how much the customer has spent per
line. The Keno prize structure is set (see table below).
Prize Group
Chances of
Keno Prize Examples
Matched
(how many numbers
winning a prize
Numbers
a player selects)
in each group
Spend
$1
Spend
$2
Spend
$10
per line to win
per line to win
per line to win
1
1 in 4
1
$2
$4
$20
2
1 in 16.6
2
$10
$20
$100
2
$2
$4
$20
3
1 in 6.6
3
$20
$40
$200
3
$3
$6
$30
4
1 in 21.6
4
$150
$300
$1,500
3
$2
$4
$20
5
1 in 10.3
4
$20
$40
$200
5
$300
$600
$3,000
3
$2
$4
$20
4
$3
$6
$30
6
1 in 6.2
5
$40
$80
$400
6
$1,000
$2,000
$10,000
4
$2
$4
$20
5
$4
$8
$40
7
1 in 16.2
6
$500
$1,000
$5,000
7
$4,000
$8,000
$40,000
4
$2
$4
$20
5
$4
$8
$40
8
1 in 9.8
6
$100
$200
$1,000
7
$500
$1,000
$5,000
8
$10,000
$20,000
$100,000
4
$2
$4
$20
5
$3
$6
$30
6
$10
$20
$100
9
1 in 6.5
7
$200
$400
$2,000
8
$2,000
$4,000
$20,000
9
$50,000
$100,000
$500,000
0
$3
$6
$30
5
$2
$4
$20
6
$5
$10
$50
10
1 in 9.1
7
$50
$100
$500
8
$500
$1,000
$5,000
9
$20,000
$40,000
$200,000
10
$250,000
$500,000
$1,000,000
Lotto NZ Maximum Prize Liability:
If the total value of all prizes for matching 7 of 7, 8 of 8, 8 of 9, 9 of 9, 9 of 10, and 10
of 10 numbers exceeds $2.5 million for a Keno draw (including Keno Mu tiplier), then
each of those prizes will be proportionally reduced so the total value does not exceed
$2.5 million. See Keno Rules 1994.
Lotto NZ Retailer Operations Manual (February 2019)
11.7
Bullseye is a daily game played by selecting a six-digit number between 000,000
and 999,999. In each draw, a winning six-digit number is drawn and players win
Bullseye
prizes depending on how close their number is to the winning number.
Customers can select their six-digit number by filling out a coupon, or by getting
the terminal to select a random six-dig t number by asking for a dip. Each six-digit
number selected costs $2.
Bullseye is drawn every day at 6.00 pm, but is not televised. The confirmed results
are available after 7.00 pm online at mylotto.co.nz, via the terminal Winning
Numbers report or by telephone on 0800 695 6886 (0800 mylotto).
Bullseye Dips
These are random selections of numbers made by the terminal. Customers can
request a Bullseye Dip 1, 3 or 10 only.
The Bullseye Dip 1 cost is $2, and has 1 six digit number which is valid for 1 draw.
The Bullseye Dip 3 cost is $6, and has 1 six digit number which is valid for 3 draws.
The Bullseye Dip 7 cost is $10, and has 1 six digit number which is valid for 7 draws.
Bullseye Multi Draw
Customers can choose Multi-draw on a coupon for 2, 3, 4, 7, or 14 consecutive draws.
Customers can choose Multi-draw for a Dip for 3 or 7 consecutive draws only.
Special discount Multi-draw pricing applies to Bullseye. This applies to Multi-draws
for 7 and 14 consecutive draws only. A 7 draw Multi-draw costs $10 (the cost of 5
draws), and a 14 draw Mu ti-draw cost $20 (the cost of 10 draws).
Bullseye prize structure
In each Bullseye draw there is one winning number which is drawn using a random
number generator. This number will be between 000,000 and 999,999.
There are 6 prize divisions based on how close a customer’s number is to the Bullseye
winning number:
Division One: match the Bullseye winning number exactly
Division Two: 1 - 5 numbers above or below the Bullseye winning number
Division Three: 6 - 50 numbers above or below the Bullseye winning number
Division Four: 51 - 500 numbers above or below the Bullseye winning number
Division Five: 501 – 5,000 numbers above or below the Bullseye winning number
Division Six: 5,001 – 50,000 numbers above or below the Bullseye winning number
The numbers from 000,000 to 999,999 should be viewed as circular and for the
purposes of the game, the number 000,000 is next to 999,999. For example, if a
customer’s Bullseye number was 000,001 and the winning Bullseye number was
999,998, then the customer has matched within 5 numbers and has won Division Two.
If the Bullseye Division One prize is not won for any one draw, then it jackpots to the
next draw. Lotto NZ has established a Jackpot Policy that determines how long Bullseye
Division One prize can jackpot for, and therefore when a “Must be Won” draw will be
held. A “Must be Won” draw can be called at other times during the year by giving at
least 1 weeks’ notice. Lotto NZ may change ts Jackpot Policy from time to time.
(February 2019) Lotto NZ Retailer Operations Manual
11.8
Play 3 is a game played by selecting a three-dig t number and choosing at least one
Play Type to go with that number. A Play Type lets the customer decide how they
Play 3
want to match the three-digit number to the one drawn.
Each single Play Type costs $1 (with the exception of Combo which costs e ther $3 or
$6 depending on the number selected).
Customers can make their three-digit number and Play Type selections by filling out
a coupon, or by requesting them from the lotteries salesperson.
Play 3 is drawn every day at 6.00 pm, but is not televised. The confirmed results are
available after 7.00 pm online at mylotto.co.nz, via the terminal Winning Numbers
report or by telephone on 0800 695 6886 (0800 mylotto).
Play 3 prize table:
Play type
Description
Odds
Prize
Exact
Match the three-digit number drawn in the 1 in 1,000 $500
EXACT same order to win
Any
Match the three-digit number drawn in ANY
order to win.
There are two ways this can occur
depending on the three-digit number
chosen:
6-way - three unique digits (e.g. 123)
1 in 167
$80
3-way - two dig ts the same (e.g. 122)
1 in 333
$160
Pairs
Match two digits in exact order to win. There
are three possible ways:
1. Match the 1st and 2nd digits of the Play 3
1 in 100
$17 per pair
winning number in the exact order, and/or;
matched
2. Match the 2nd and 3rd digits of the Play 3
1 in 100
$17 per pair
winning number in the exact order, and/or;
matched
3. Match the 1st and 3rd dig ts of the Play 3
1 in 100
$17 per pair
winning number in the exact order.
matched
Combo
Combo plays every EXACT order
combination for your number.
You can win by matching any of your
combinations in the EXACT order.
6-way (6 combinations): three unique dig ts 1 in 167
$500
(e.g. 123)
3-way (3 combinations): two digits the
1 in 333
$500
same (e.g. 122)
Lotto NZ Retailer Operations Manual (February 2019)
11.9
Instant Kiwi is an interactive play experience where a customer scratches the latex off
Instant Kiwi
a ticket to reveal an instant outcome. Depending on the game, combinations of play
symbols on the ticket have to be matched for a prize to be won. Each ticket contains
ts own instructions on how to play the game. New types of games are constantly
introduced as part of the Instant Kiwi product.
As mentioned in Chapter 4 “Tickets” of this manual, the age restriction applying to
Instant Kiwi games is 18 years of age.
The specific application of the law is as follows:
• no one under the age of 18 can buy an Instant Kiwi ticket
• no one can buy an Instant Kiwi ticket on behalf of an under 18-year-old or for
someone on behalf of an under 18-year-old
• no one can sell an Instant Kiwi ticket to anyone under 18 years of age, or to
someone purchasing on behalf of an under 18-year-old
• no one can provide money to an under 18-year-old for the purpose of buying an
Instant Kiwi ticket
• no one can pay out an Instant Kiwi prize to anyone they suspect, or know, is under
18 years of age.
You must ask for age verification from every customer who appears to be under 25
years of age, who wishes to purchase or validate an Instant Kiwi ticket. If a person:
• is under 18; or
• cannot verify they are 18; or
• advise them you can only sell to, or validate an Instant Kiwi ticket for someone who
is 18 or over and has proof of age.
Remember: the age restriction, which is a legal restriction under the Gambling Act 2003,
does not apply to other Lotto NZ games.
Please note that Big Wednesday is no longer a game that customers can purchase,
Important Past
and that the longstanding Winning Wheel promotion has also ended.
Game Information
The final Winning Wheel serial number was drawn 27 June 2015, and the final Big
Wednesday draw was on 30 September 2015. Prize claims for Big Wednesday and
the Winning Wheel promotion are now closed. Players cannot claim or redeem
prizes because claims close 12 months after the draw which the ticket is for.
For more information on past games please see mylotto.co.nz or discuss with your
Lotto NZ representative.
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
12.1
12.1 - Index
A
Accounting and settlement procedures
7.1-7.5
Activating Instant Kiwi tickets
4.6
Age restriction on Instant Kiwi sales
1.8, 1.10, 4.6, 11.9
Agreement termination
10.1-10.2
Already claimed (screen message)
5.14
Already paid (screen message)
5.13
Anonymity of winners
5.8
ANZAC Day selling hours
1.5-1.6
Armed hold-up
8.2, 8.5
B
Bank “sweeps”
7.1-7.2
Big Wednesday (important past game information)
11.9
Bullseye (game description)
11.7
Bullseye Dips
11.7
Bullseye Multi Draw
11.7
Bullseye Prize Structure
11.7
Burglary (theft)
8.1, 8.5
C
Cancellation procedures
4.2-4.3
Cancellations (screen messages)
4.4-4.5
Cancelling a ticket in error
4.3
Cancelling online game tickets
basic principles and procedures
4.3
what to do with cancelled tickets
4.3
what to do if a ticket is cancelled in error
4.3
claiming a cred t for cancelled tickets
7.4
(February 2019) Lotto NZ Retailer Operations Manual
12.2
special rules for cancelling Lotto and Lotto Strike tickets
4.3
times when you cannot cancel a ticket
4.2-4.3
Cannot read ticket (ticket checker screen message)
5.19
Cannot scan ticket (ticket checker screen message)
5.19
Cash insurance (compulsory)
8.2
Cash pick-up
8.3
Central computer’s operating hours
1.5
Claim (screen message)
5.3, 5.14
Claiming for stolen Instant Kiwi tickets
4.7
Closure of Instant Kiwi games
4.7
Courier bags (pre-paid)
6.1-6.2
Credit procedures for cancelled tickets
7.4
Customer service
2.1-2.4
Customer service standards
2.1-2.7
D
Damaged game tickets
prize claims on these
5.20
what to do if ticket misprints
4.2
Damaged Instant Kiwi tickets (prize claims on these)
5.20-5.22
Defence in depth
8.1
Dig tal signage
2.6
Dips (game descriptions)
Bullseye Dips
11.7
Keno Dips
11.5
Lucky Dips
11.1
Power Dips
11.2
Triple Dips
11.4
E
Easter Sunday selling hours
1.5-1.6
EFTPOS prize payments
5.3
Electrical Certificate of Compliance
3.4
Electrical safety
3.4
Electronic sweeping of bank accounts
7.1-7.2
Equipment installed in your outlet
3.1
Exterior signage requirements and standards
2.6-2.7
Lotto NZ Retailer Operations Manual (February 2019)
12.3
F
Faulty latex on Instant Kiwi tickets
5.20-5.21
Fire insurance (see electrical safety)
Flooring and walls (requirements)
2.5
Forms (illustrated)
6.3-6.5
Four key elements of the retail environment
2.2-2.5
Franchise Agreement
1.1
Free ticket (screen message)
5.16
G
Game not available (screen message)
5.15
Games stationery
6.1-6.5
General purpose envelope
6.2
GST invoices
7.5
H
Handling and transporting cash on weekdays (see cash pick-up)
Help Desk (see Retailer Helpdesk)
Hours of selling
1.5-1.6
I
Incentive prizes for retailers (GST on this)
7.5
Incident Reports
example of
5.23
ordering forms
6.5
used in over $10 prize claims on mutilated Instant Kiwi tickets
5.22
used in prize claims on tickets from lost/stolen (voided) Instant Kiwi books
5.22
Instant Kiwi age restriction
1.8, 4.6, 11.9
Instant Kiwi (game description)
11.9
Instant Kiwi games closed off
4.7, 7.5
Instant Kiwi prize claims (see Instant Kiwi prizes)
Instant Kiwi prizes (also see Instant Kiwi tickets)
claimed by winner in person
5.8
claims from customers who have lost their ticket
5.20
claims on tickets with faulty latex
5.20-5.21
claims on damaged tickets where prize is $10 or less
5.22
claims on tickets from lost/stolen (voided) tickets
5.22
direct-credited to winner’s bank account
5.7
“don’t pay” screen messages
5.11-5.17
(February 2019) Lotto NZ Retailer Operations Manual
12.4
hours for paying out prizes
1.5
“pay”/“claim” screen messages (difference between these)
5.2-5.3
validating tickets
5.1-5.3
when prize is $1,000 or less
5.3-5.4
when prize is $1,001 - $5,000
5.5-5.6
when prize is $5,001 or more
5.7-5.9
winners’ anonymity
5.8
Instant Kiwi tickets (also see Instant Kiwi prizes)
activating tickets
4.6
age verification required
1.8, 4.6, 11.9
closure of games
4.7
insurance
4.7
lost or stolen tickets
4.8
minimum stock required
4.6
offence to sell to someone under 18
4.6-4.7
receipting books of tickets
4.6
returning books of tickets (after a game has closed)
4.7, 7.5
theft of books from your outlet
4.8
Instant Kiwi Returns bag – NZ Couriers
6.2
Instant validation (screen messages)
5.3, 5.11-5.17
In-store second chance draws
1.11-1.12
Insurance
fire (see electrical safety)
insuring cash
8.2
insuring Instant Kiwi tickets
4.7
insuring Lotto NZ’s property
3.1
Interior presentation standards
2.5-2.7
J
Jackpots
Bullseye
11.7
Lotto Powerball
11.3
Lotto Strike
11.5
Job Tools (folder)
3.3
K
Keno (game description)
11.5-11.6
Keno prizes (see online game prizes)
Keno prize structure
11.5-11.6
Keno tickets (see online game tickets)
Lotto NZ Retailer Operations Manual (February 2019)
12.5
L
Looking after the terminal & other Lotto NZ’s equipment
3.3
Lost, Stolen or Damaged Ticket Report
example of
5.21
ordering
6.1
Lost or stolen tickets (prize claims on these)
online games
5.20
Instant Kiwi
5.20-5.23
Lotto NZ wardrobe
2.7
Lotto (game description)
11.1-11.2
Lotto Combo (game description)
11.3-11.4
Lotto Combo (prizes paid only to one person)
5.8
Lotto Combo Prize Calculator
11.4
Lotto and Powerball Combo (game description)
11.3
Lotto Combo Lucky Dip
11.3
Lotto Powerball (game description)
11.2-11.3
Lotto prizes (see online game prizes)
Lotto Strike (game description)
11.4-11.5
Lotto tickets (see online game tickets)
Lucky Dips
11.1
M
Maintaining the terminal
3.3
Major Prize Won (screen message)
5.14, 5.16
Master Agency Agreement
1.1
Minimum stock (Instant Kiwi)
4.6
Misprinted tickets
misprinted by terminal (how to produce a new ticket)
4.2
misprinted or fau ty-latex Instant Kiwi tickets (prize claims)
5.20
Monday “sweep” (of retailers’ bank accounts)
7.1
Multi Draw
Bullseye
11.7
Keno
11.5
special rule for prize-winning Multi Draw tickets
5.4
“Must be Won” (Lotto Powerball)
11.3
“Must be Won” (Lotto Strike)
11.5
“Must be Won” draw (Bullseye)
11.7
MyLotto (tickets printed from the webs te)
5.10
(February 2019) Lotto NZ Retailer Operations Manual
12.6
N
New Year’s Day selling hours
1.5-1.6
Lotto NZ’s powers
review of Lotto NZ outlets
1.3
termination of agreements
10.1-10.2
Lotto NZ’s property & equipment
3.1
No prize on this ticket – good luck next time (screen message)
5.11
Not a winning ticket – draws remaining (screen message)
5.12
Non-winning tickets (what to do)
5.8
O
Offence to sell Instant Kiwi to anyone under 18
1.8, 4.6, 11.9
Online game prizes
claimed by winner in person
5.7-5.8
direct-credited to winner’s bank account
5.7
disputes over prize claims
5.20
“don’t pay” screen messages
5.11-5.17
hours for paying out prizes
1.5
lost, stolen or damaged prize-winning tickets
5.20-5.21
Lotto Combo winners: special rule
5.8
Lotto, Lotto Strike and Bullseye Bonus tickets: special rule
5.4
Multi Draw tickets: special rule
5.4
“pay”/“claim” screen messages (difference between these)
5.2-5.3
prize structure (Bullseye)
11.7
prize structure (Keno)
11.5-11.6
prize structure (Lotto Powerball)
11.2-11.3
prize structure (Lotto Strike)
11.4-11.5
prize structure (Play 3)
11.8
prize structure (standard Lotto)
11.1-11.2
times when you cannot pay a prize
5.2
validating tickets
5.1-5.2
when prize is $1,000 or less
5.3-5.4
when prize is $1,001 - $5,000
5.5-5.6
when prize is $5,001 or more
5.7-5.9
when prize includes Bonus tickets or promotional prizes
5.4
winners’ anonymity
5.8
Online game tickets
cancelling
4.2-4.3, 7.4-7.5
producing tickets
4.1-4.2
Lotto NZ Retailer Operations Manual (February 2019)
12.7
special rule for producing a Lotto Strike ticket (“Lotto with Lotto Strike”)
4.2
“unable to cancel” screen messages
4.4-4.5
Online Settlement Report
7.2-7.4
Opening hours (“selling hours”)
1.5-1.6
Operating hours of the central computer
1.5
Operating the terminal
3.2
Outlet layout (requirements)
2.5
P
Past game information
11.9
Big Wednesday
11.9
Winning Wheel
11.9
Paying out prizes
pay out only when total prize value is $1,000 or less
5.2
prize value includes value of Bonus tickets
5.4
procedures
5.2
special rule for Multi Draw tickets
5.4
times when you must be open for paying prizes
1.5
to persons under 18 years
5.6
Payments (sweeps) to Lotto NZ
7.1-7.2
Playing the games (game descriptions)
Bullseye
11.7
Instant Kiwi
11.9
Keno
11.5-11.6
Lotto Powerball
11.2-11.4
Lotto Strike
11.4-11.5
Play 3
11.8
standard Lotto
11.1-11.2
Power Dips
11.2
Presentation standards
2.4-2.7
Previous day/draw ticket (screen message)
4.5
Prize (screen messages)
5.2-5.3, 5.14, 5.16
Prize claim (screen message)
5.14
Prize Claim Form
example of
5.9
ordering
6.1-6.4
Prize claims (see Processing a prize claim)
Prize claim courier pack
6.1
(February 2019) Lotto NZ Retailer Operations Manual
12.8
Prize structures
Keno
11.6
Bullseye
11.7
Lotto Powerball
11.3
Lotto Strike
11.5
Play 3
11.8
standard Lotto
11.1-11.2
Prize-winning tickets
prizes $1,000 or less
5.3-5.4
prizes $1,001 - $5,000
5.5-5.6
prizes $5,001 or more
5.7-5.9
validating a prize-winning ticket
5.1-5.2
Prizes can be credited to winners’ bank accounts
5.7
Prize-winners can claim their prize in person
5.7-5.8
Prize-winners must be individuals
5.8
Prize-winners under 18 years
5.6
Problem gambling (Lotto NZ’s Responsible Play)
1.7-1.10
Processing a prize claim
always process a claim where total prize value is over $1,000
5.2, 5.5-5.9
prize claims $1,001 - $5,000
5.5-5.6
prize claims $5,001 or more
5.7-5.9
procedures
5.5-5.9
special rule for Lotto Combo prize-winners
5.8
special rule for Multi Draw tickets
5.4
special rule for prizes that include Bonus tickets or promotional prizes
5.4
Producing tickets for an online game
4.1-4.2
Promotional wardrobe
2.7
Promotional vouchers
11.2
Provincial anniversary days
1.5
Public holidays
1.5-1.6
Public Information
2.7
R
Receiving & Receipting books of Instant Kiwi tickets
4.6
Relocating your franchise or agency
9.3
Reprinting a Lotto Strike Bonus or Bullseye Bonus ticket
4.2
Reprinting a subst tute Multi Draw ticket
4.2
Responsible Play
1.7-1.10
Results not in (screen message)
5.12
Lotto NZ Retailer Operations Manual (February 2019)
12.9
Retail corporate standards
2.4-2.6
Retail Management Programme
1.3
Retailer Helpdesk
3.4
Retail standards
expected standards
1.1-1.4
failure to meet retail standards
1.3
Retailer Agreement
1.1
Retailer Security and Insurance Guide
8.2
Retailers Incident Report form
5.23, 6.5
Returning Instant Kiwi tickets after a game has closed
4.7, 7.5
Robbery
8.2-8.5
S
Saturday cash pick-up (see cash pick-up)
Screen messages
“unable to cancel”
4.4-4.5
“don’t pay”
5.11-5.17
“pay”/“claim” (differences between these)
5.2
ticket checker
5.17-5.19
Second Chance Draws (non-winning online tickets)
1.11-1.12
Security
8.1-8.5
opening and closing times
8.4
extra factors
8.3
principles (the “Four Ds”)
8.1
standards
8.2
Self-service ticket checkers requirements
2.6, 5.17
screen messages
5.18-5.19
Selling counter (requirements)
2.5-2.6
Selling hours
1.5-1.6
special rules for online games
1.6
Selling your business
9.1-9.3
Settlement procedures
7.1-7.4
Settlement Report
7.2-7.4
Signage (see exterior signage requirements)
Staff purchase of tickets
4.8
Stationery tems
6.1-6.5
Statutory holidays
1.5
Stolen tickets (prize claims on these)
online games
5.20
(February 2019) Lotto NZ Retailer Operations Manual
12.10
Instant Kiwi
5.20-5.23
Strike w th Lotto Dips
11.4
Substitute ticket cannot be cancelled (screen message)
4.4
Sweeps
7.1-7.2
T
Terminal
3.1-3.3
insurance
3.1
Job Tools (folder)
3.3
list of games stationery required for terminal
6.3-6.5
maintenance
3.2-3.3
operation
3.2
power supply
3.1
Terminating an agreement
10.1-10.2
Lotto NZ’s powers
10.1-10.2
your powers
10.1
The “Four Ds” of security
8.1
The Strike ticket associated with this ticket must be
cancelled first (screen message)
4.5
Theft of Instant Kiwi tickets from your outlet
4.8
Theft Reports
after theft of Instant Kiwi tickets
4.8
after burglary/robbery
8.5
Ticket on hold (screen message)
5.16
Ticket checker (see Self-service ticket checker)
Ticket returns (after Instant Kiwi game has closed)
4.7, 7.5
Ticket already cancelled (screen message)
4.5
Ticket cannot be cancelled (screen message)
4.5
Ticket was not sold at this retailer (screen message)
4.4
Tickets (see also online game tickets and Instant Kiwi tickets)
non-winning tickets
5.8
prize-winning tickets $1,000 or less
5.3-5.4
prize-winning tickets $1,001- $5,000
5.5-5.6
prize-winning tickets $5,001 or more
5.7-5.9
TOPS programme (training)
1.3-1.4
Trading hours (“selling hours”)
1.5-1.6
Training standards
1.3-1.4
Triple Dips (game description)
11.4
U
Unable to Cancel (screen messages)
4.4-4.5
Lotto NZ Retailer Operations Manual (February 2019)
12.11
Using the Helpdesk
3.4
V
Validating prize-winning tickets
5.1-5.3
Validation result (screen messages)
5.11-5.17
Vandalism
8.2
Verification of age required (Instant Kiwi)
1.8, 4.6, 11.9
Voided Instant Kiwi tickets (prize claims on these)
5.22
Voucher promotions
11.2
W
Walls and flooring (requirements)
2.5
Wardrobe (clothing requirements)
2.7
Wednesday “sweep” (retailers’ bank accounts)
7.2
Wednesday cash pick-up
8.3
Winners’ anonym ty
5.8
Winners can claim their prize in person
5.7-5.8
Winners’ prizes credited to bank account
5.7
Winners under 18 years
5.6
Winning Wheel (important past game information)
11.9
Writing counters (requirements)
2.5-2.6
(February 2019) Lotto NZ Retailer Operations Manual
Lotto NZ Retailer Operations Manual (February 2019)
