Ms Tara Buckley:

When some of these outages started happening there was very little communication from the national lottery. That has been sorted out. It is communicating now, but it needed to be asked to do that. They have consulted with the retail council and the retail council has given them feedback. We asked the national lottery for information at the point of sale explaining problems, so now there are messages on the ticket checkers and so on. They have started to do that but they were not doing it at the time. When my members were surveyed many of them said the situation has improved, but we would still say there should be a very good functioning telephone response service with well-trained staff answering the queries of the retail agents and coming back to them.