National lottery operator Camelot has “enraged” newsagents by transferring a previously free retailer hotline to an 0844 number.
As of 8 October, the contact numbers for The National Lottery have changed. The new Retailer Hotline number is 0844 338 7301 and calls cost 7p per minute (plus the retailer’s telephone provider’s access charges).
Many independent retailers have also said that when they call the Camelot helpline they are held in a queue for an agent to become available but that on many occasions their issues are not addressed. They are then turning to the NFRN Helpline, with its free number, for assistance.
NFRN Chief Executive Paul Baxter said: “As a result of this charge, retailers will be paying more to use it than they earn in commission from selling lottery tickets and scratch cards. This move is unwarranted and unfair.”
However, Camelot has rebuked a number of claims made by the NFRN, including Baxter’s comments on commission. A spokesperson told SLR that on average, retailers made an average of £6,500 in retailer commission from National Lottery products. “To say that retailers will be paying more to use the Retailer Hotline than they earn in commission from selling National Lottery tickets and Scratchcards is clearly untrue.”
Camelot also has a growing base of retailers who want to engage with Camelot in different and more convenient ways. “In particular, we recognise that many retailers work outside normal office hours,” said the spokesperson. “So, although we are introducing a nominal charge for the Retailer Hotline, we are also heavily investing in a wide range of digital improvements especially for retailers – including a brand new retailer website and IVR system. These enhancements will give National Lottery retailers more control, providing them with the flexibility to manage their accounts anytime, anywhere.”
The spokesperson also said the new website in particular would make it much easier for retailers to self-serve – including accessing sales history, checking Scratchcard inventory, and carrying out terminal troubleshooting – which will significantly reduce the need for them to contact Camelot by telephone. “However, if retailers do still need to contact us by phone, the new IVR will also cut down on call times,” said the spokesperson.
Ralph Patel, NFRN National President, however described the move as “sheer greed and totally unacceptable”, and urged Camelot to rethink its actions. The NFRN also claims that repeated requests from the NFRN for a formal meeting with Camelot have been ignored, however Camelot have said that representatives have been in touch with various representatives from the NFRN on several occasions over the past two weeks.
The NFRN said no formal notice was given about the move to either the NFRN or its members who sit on a Camelot retail forum before the new telephone number took effect, however the Camelot spokesperson again refuted this allegation, telling SLR, “Our entire retail estate was sent a letter during w/c 28 September informing them of the phone number change. In addition, our Retailer Forum, which is made up of representatives from both the independent and multiple sector (including NFRN members), was informed of the upcoming change at their meeting on 1st October. So, to say that no formal notice was given about the move is inaccurate.”
The move comes as Camelot announced record prize payouts to players as the company achieved its highest-ever interim National Lottery sales. In the six months to 26th September 2015, Camelot achieved ticket sales of £3.6bn, an increase of £145m on the corresponding period last year.
Sales over the half-year were boosted by 15% year-on-year growth across the GameStore range of online and in-store instant play games. This was driven by the launch of over 30 new Scratchcards and online Instant Win Games, higher prize payouts and initiatives such as second chance draws.
James Pearson, Head of Retail Channel at Camelot UK Lotteries Limited, said: “Thanks to very strong growth in our GameStore category – and the ongoing great efforts of our retail partners – we’ve made an extremely positive start to the financial year. In just six months, we’ve delivered almost £2.9 billion for our players and for National Lottery projects – making a truly life-changing difference to people and communities throughout the UK.”
