Customer Commitments

Who we are      

At Lotterywest, we’re committed to building a better Western Australia together. Along with giving away hundreds of millions of dollars in prizes every year, through our grants program we’re able to directly support our people and their brilliant causes.

Whether you’re playing our games, a community organisation seeking funding, a retailer seeking assistance, or a member of the public asking a question, we’re committed to providing you with excellent customer service.

Our commitments to you   


Really listening and understanding

We’ll be welcoming, put ourselves in your shoes, and make every effort to understand the issue you are raising with us.

Working to find the best solutions for you

We’ll be flexible and work with you to find solutions.

Doing our best to resolve your query straight away

If we need to investigate further, we’ll let you know what to expect and when you’ll hear from us. 

Doing the right thing by you, and the WA community

All of our profit goes back to the WA community. We’re committed to being ethical above all else, and not doing anything to jeopardise your trust in us.

Always striving to do better

We strive to deliver excellence with every call, email or interaction you have with us. We’re always keen to hear how we can improve our services.

What you can expect from us*

When you contact us
  • We aim to answer 80% of calls within two minutes
  • We aim to resolve your query at the first point of contact 90% of the time
  • We aim to respond to all written queries within two business days
  • If you use our call back service, we aim to get back to you within an hour
  • We aim for a customer service satisfaction rating of over 90% (‘satisfied’ or ‘very satisfied’)
When you play our games
  • We support responsible play, including providing options to self-exclude or access support services
  • If you win a prize, you have 12 months after the draw to claim it in any store, or at our Head Office for larger prizes. Or if you’re a Lotterywest member, prizes, other than first division or prizes over $100k, will automatically be paid into your account
  • As a winner, we will respect your right to remain anonymous
When you apply for funding with us
  • We encourage you to talk with us. We can provide an early indication of whether your application meets our criteria, as well as advice and support if you need it
  • Once you’ve submitted your full application, we aim to get back to you with an outcome within three months
  • You can review the progress of your application at any time in the grants portal
  • We aim to process 95% of completed grant payment claims within ten working days
If we fall short
  • We hope you don’t have reason to complain, but if you do, we’ll acknowledge your complaint right away, and aim to have a resolution for you within 15 business days

What we ask of you

Respect

We ask for your respect and understanding as we try to work through your query with you

Information

Giving us more information (e.g. your membership number, name of retail outlet, dates of events, etc.) as soon as possible helps us to help you!

Ask

If you’re unsure of how anything works or what to expect, please just ask us!

Feedback

That you provide us with feedback (good or bad) about how we’re doing

*Unless otherwise required by law