ALLWYN LAUNCHES OPERATION GUARDIAN

Allwyn, operator of The National Lottery, has recently launched Operation Guardian - an enhanced Mystery Shopper and Knowledge Check programme that supports retailers to sell National Lottery products safely in their stores.

In line with National Lottery retailers’ commitment to being responsible retailers, Operation Guardian from Allwyn comprises three different types of store visits - each designed to help support retailers by checking they have the right knowledge, tools and safeguards in place to prevent underage play and minimise excessive play.

With the inclusion of a brand-new Healthy Play Knowledge Check, Operation Guardian can support stores that may require any improvements to their knowledge about responsible retailing topics related to The National Lottery. This includes areas such as the legal age to play, acceptable forms of ID, how and when to refuse a sale, identifying any signs of excessive play, offering support to players and understanding spend limits. The visits also provide an opportunity to guide retailers to where they can find further information and training tools. 

There are three types of visits that form part of Operation Guardian:

• Underage Play Mystery Shop - (formerly known as Operation 18) this involves someone who looks under the age of 18 attempting to buy any National Lottery product in store. Retailers must successfully challenge the mystery shopper for a correct form of ID to pass, using the STOP, LOOK, CHECK steps as guidance. A retailer must pass this check within three store visits or this could result in further action being taken.
•  Excessive Play Mystery Shop - thisinvolves a mystery shopper asking for support information due to concerns that they, or someone they know, is playing excessively. To pass, retailers must know how to provide GamCare information either by printing a handout via the Healthy Play button on the terminal, or by directing them to the Players’ Guide for support details.
• New Healthy Play Knowledge Check - this is a new initiative to check retailers have the right level of healthy play knowledge. A representative will introduce themselves and ask a range of questions on healthy play and operational topics to ensure stores are maintaining best practice. If the answers are unknown, staff will be provided with extra support during the visit to improve their knowledge.

Alongside the visits, Allwyn provides retailers with a package of support materials, including both printed documents and content available on the Retailer Training Centre website, which gives them access to all the Responsible Retailing information they need. This allows them to train staff members and follow best practice guidance to comply with National Lottery Game Rules and their Retailer Agreement.

Responsible Retailing information can be found in the Retailer Organiser folder and on the Retailer Training Centre website: www.tnlpartnerstraining.co.uk.

 Top Tips to make sure your store is ready for Operation Guardian:

• Regular training:
  • Ensure staff are kept up to date with responsible retailing information. Has your store completed the Healthy Play training modules on the Retailer Training Centre yet? If not, visit tnlpartnerstraining.co.uk today*
• Detailed records: Refused sales must be recorded using your Refusals Register inside your Retailer Organiser folder
• Accessible signage: 18+ signage must be visible to players at all times and retailers are encouraged to use Challenge/Think 25 when asking for ID

 *Independent stores or select accounts only.