New operator of the National Lottery needs to address retailer concerns urgently
RGDATA survey reveals that;
- 72% of RGDATA retailers have experienced a loss of service since National Lottery switchover
- 45% said it took a day or half a day to get the service up and running again.
- 73% say Lottery sales have decreased in their stores since the changeover
- 95% of agents do not have a self-scanning ticket checker installed
RGDATA, the organisation representing the Independent Retail Grocery Sector has called on the new National Lottery Regulator to ensure that service levels are maintained on the switchover of the National Lottery to a new operator.
The retail group made its call following a survey of members which showed a concerning drop in sales and service levels since Premier Lotteries Ireland took over the operation of the National Lottery late last year. The survey of 500 RGDATA members who are National Lottery agents highlighted the following;
- 72% of retailers surveyed have suffered a loss of service of their National Lottery terminal since the switchover to PLI – 45% said that it took a day or a half day to get the service online again.
- 95% of retailers surveyed do not have a self-scanning ticket checker for the new national Lottery slips installed in their shop – some have been told that the new scanners will be in place in February or March, but most have not been told when the new machines will be installed.
- 37% of retailers surveyed described the service levels as “bad” since the switchover
- 73% have said that their volume of National Lottery business has decreased since the switchover – 53% said that they did not believe that the push for online National Lottery sales has been the reason for the decline.
Commenting on the survey results, Tara Buckley, Director General of RGDATA said that retailers recognise that the National Lottery switchover to a new operator is a significant undertaking. However it is unacceptable that retailers should suffer a loss of service as a consequence and the necessary technology and support necessary to run the new system must be installed as a matter of urgency. She also said that the PLI need to improve their communications with retailers and customers on the switchover – especially to explain that the delays in validating tickets is not the fault of the retailers.
“Retailers are frustrated at the disruption and inconvenience that the switchover is causing them and their customers. They have complained that the new terminals are slow to scan tickets and the absence of a self-scanning machine for consumers is a real problem. It is causing queues in shops, frustrated customers and delays for consumers and retailers.
Tara Buckley called on the newly appointed National Lottery Regulator to carry out an immediate investigation of service levels on the switchover and to take steps to ensure that the investment required to support a major project of this nature is committed.
“We will be passing the complaints that we have received from retailers onto the National Lottery Regulator and are requesting immediate intervention to ensure that service levels are maintained so that the interests of consumers and retailers are protected.”
For further information contact: Kathleen Cahill, Communications Manager, RGDATA.
RGDATA: The Retail Grocery Dairy & Trades Association is the representative association for over 4,000 independent family grocery shops, convenience stores, forecourt stores and supermarkets in Ireland.