Project RED – Cases

Protecting Minors

A Complete Code of Conduct

At a glance: A case study in retailer compliance through mandatory training, Code of Conduct enforcement, and mystery shopping programme to prevent lottery sales to minors.
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Overview

Loto-Québec recognises retailers' essential role in preventing gambling in minors and the responsible commercialisation of lottery products. To that end, all retailers and their employees are bound by a strict Code of Conduct that outlines the rules and procedures put in place to prevent the sale of lottery products to minors.

Challenge

Loto-Québec identified the need to implement stringent measures to prevent retailers from selling lottery products to individuals under 18. Ensuring retailers and their employees systematically abide by the age-verification protocols remains a significant operational challenge.

Approach

Loto-Québec established a complete Code of Conduct defining its expectations of retailers and the mechanisms they must use to apply directives, especially regarding age verifcation.

Explicitly, retailers must:
Refrain from selling lottery tickets or paying out prizes to anyone under 18.
Online training module
Require all customers who appear to be under 25 to show a government-issued, valid photo ID.

Training Courses

Training courses are mandatory for every person selling lottery tickets:

The person in charge of lottery ticket sales must take a mandatory training course.
Retailers must sign up all staff selling lottery tickets in the training platform and ensure they follow the required training courses.

Loto-Québec

Loto-Québec is a government corporation whose mission is to manage gaming and gambling offerings efficiently and responsibly, promoting order, moderation, and the interests of the Québec community.

https://societe.lotoquebec.com/

Québec, Canada

Mystery Shopper Visits

There are nearly 1,000 randomly planned mystery shopper visits every year. More are added when a retailer has been found guilty of selling lottery products to a minor.

Sanctions

The Code provides for a structured disciplinary framework in response to infractions related to selling lottery products to minors. Sanctions may include a written notice, training courses, a mystery shopper visit and the suspension of their right to sell lottery products.

Results

Clear instructions, mandatory training and gradual sanctions – supported by mystery shopper visits – are powerful deterrents against selling lottery products to minors and reinforce Loto-Québec’s commitment to responsible retail sales.