TORONTO, June 28 /CNW/ - OLG (Ontario Lottery and Gaming Corporation)
today delivered a status report to Ontario's Ombudsman, André Marin.
The report is an update on the progress of the implementation of the
Ombudsman's recommendations and the recommendations made by management firm
KPMG to strengthen prize integrity and customer service at OLG.
OLG reported that major progress has been made on the 20 recommendations
from the Ombudsman and 40 recommendations from KPMG. Work on 36 of the
recommendations has been completed, 19 of which are undergoing a final review
by OLG Quality Assurance teams prior to full implementation. Substantial
progress has also been made on the remaining 24 recommendations from the
Ombudsman and KPMG.
Major accomplishments to date include the installation of more than 8500
ticket checkers, a new ongoing consumer public awareness campaign which has
reached 80 percent of adult Ontarians, a new 24-hour 7 day a week customer
complaint program, enhanced prize investigation procedures, customer-facing
video screens at on-line lottery retailers and a "freeze" of the lottery
terminal when a major prize is validated. OLG has also actively supported the
implementation of the new lottery regulatory program through the Alcohol and
Gaming Commission of Ontario.
"Executing the recommendations put forth by the Ombudsman and KPMG is
absolutely the highest priority at OLG," said Michelle DiEmanuele, interim
CEO, OLG. "In just over 90 days we have made significant progress and we are
committed and determined to implement all of the recommendations as quickly as
possible with the goal of becoming a leader in customer service and
operational security in the lottery industry."
"The Ombudsman's report released last March provided a clear road map for
change at OLG," added Michael Gough, OLG Chair. "Improved levels of customer
service and protection of lottery products creates a healthy and sustainable
organization. This is an essential path for OLG to pursue in order to generate
funds for health care and other public benefits in Ontario."
For details on the status report and the Ombudsman and KPMG
recommendations, please visit www.olg.ca later today.
For further information:
For further information: Jim Cronin, (416) 224-7009