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Poor communication from Tatts lets newsagents down

Mark Fletcher
April 3rd, 2014 · 51 Comments

While newsagents like the free scratch ticket prize from Tatts to drive scratch ticket sales, the execution by Tatts does not allow newsagents to seamlessly and efficiently track the tickets they give away. Had tatts consulted in advance they could have done this in a way that saved newsagents time and provided better record keeping of the free tickets handed out.

For years Tatts has failed to do its research and failed to ensure best practice advice for its retailers. Here we are in 2014 with another example.


Category: Lotteries

51 responses so far ↓

  • 1 Brett // Apr 3, 2014 at 11:14 AM

    Its awkward.

    You need to record that an ISI has left but has not been sold.

    You need to record that a $4 “prize” has been won but no money is in the till.

    You need to be able to balance that all off against the cash you get back from Tatts – but that only comes once a week.

    Its a bit of a mess


  • 2 Sam // Apr 3, 2014 at 1:05 PM

    Luckily we haven’t put out the new Scratchies yet and read the email from the Golden Casket rep last night. We decided to create a copy the setup of the lotto payout from Tower and call it free Scratchie. So we intend to scan the free Scratchie as if it is sold and put in the equal value in “Free Scratchie” button to balance it out. Hope this help.


  • 3 Gavin // Apr 3, 2014 at 2:15 PM


    Tower Tower agents we have created advice on our knowledge base that details the best way in our opinion to handle these free ticked prizes.

    Click below to access the advice


  • 4 shauns // Apr 3, 2014 at 3:14 PM

    hasn’t NSW already been doing all this in the past ? well that’s what my emails says.


  • 5 Clive // Apr 3, 2014 at 10:24 PM

    I think the headline is a bit sensational.

    At the end of the day there is a work around irrespective of what pos system you are running. Go onto the golden casket agents web and they tell you what to do.

    The main thing is the reason why these ‘new’ style tickets are available for sale in Qld and NSW but only redeemable in the state where purchased is to turn them over. Hence also the free scratch-it. It’s to turn the reel over as that is all that customers want and ask for. What is the ‘newest’ scratch-it. They don’t want ‘old’ scratch-it’s. And nor would you personally expect the same.

    Hence I don’t think they have let newsagents down but given us an opportunity to turn these tickets over, create some excitement, and when you close the door do whatever work around suits and have a beer or wine hoping that your scratch-it sales have increased.


  • 6 Mark Fletcher // Apr 4, 2014 at 3:10 AM

    Maybe so Clive but the truth of the post remains – Tatts could have made this easier and better for newsagents and tatts customers had they discussed logistics and operations before launch.

    Their approach has cost considerably in terms of labour.


  • 7 June // Apr 6, 2014 at 5:15 PM

    guys you’re frightening me with this talk about Tatts.
    Tomorrow, in SA we go live with Tatts and
    there has been no hands on training by them – only one session to familiarise ourselves with a “teacher” showing us the
    ins and outs of the system in conference mode.
    We have a huge book which all our staff have taken in turns to take home and read and we have had internal “tests” within our own store to see if staff are all competent.
    When SA Lotteries upgraded their machines and product we went to training sessions (we were compelled to do so) and everyone had a machine to work with
    and a SA Lotteries person with us to teach us.
    I was expecting the same with Tatts but we are basically working with emails from them and hoping that tomorrow will happen without too many hiccups.
    It is very nervewracking to say the least.
    Let’s hope it all happens without too much pain.
    I should say that we have had the new terminals installed for a month or so and we have been able to use it in training mode but we all have to ensure our own and our staff are trained and it hasn’t been an easy task.
    Luckily I have a “lotto guru” amongst my staff and she has been fantastic.
    Personally, I am only one second in front of my staff at present and I don’t like that feeling.


  • 8 Jarryd Moore // Apr 6, 2014 at 7:12 PM


    We found the process of having a machine in-store to play with was better than training sessions. It gave the opportunity for our entire team to learn the system (as opposed to a select few doing training), was more cost effective (because we didn’t have to pay people to attend training) and provided the opportunity to simulate a more realistic selling environment where everyone could learn at their own pace.


  • 9 David @ Angle Vale Newsagency // Apr 6, 2014 at 7:33 PM

    Agree with Jarrod.

    Embrace the change. I am looking forward to tomorrow and the rest of the week as an opportunity to change customer behaviour, to get them to engage more with me and my staff. Never know, they might even buy a magazine for a change when they have to look away from the Lotto screen. 🙂

    I have used the machine a lot and am very confident of all operations, with the exception of ISIs as we didn’t have any to play with. That’s the first job tomorrow, to sell one to myself and check for a win.

    I have a 16 y/old junior and gave her a run through yesterday, including asking for the types of things our customers will no longer be able to play and giving her incorrectly marked coupons and she found her way through most of it OK.

    And yes, we can still do a $20.00 ticket for Saturday! that’s about 30% of our Saturday Lotto sales.


  • 10 rick // Apr 7, 2014 at 8:48 AM

    golden casket down atm ??????


  • 11 Richard // Apr 7, 2014 at 9:12 AM

    System upgrade always followed by problems. Do they not test before implementation? Pity the news Tatts users coming online today.


  • 12 shauns // Apr 7, 2014 at 9:13 AM

    down here to all morning , ridiculous


  • 13 Shayne // Apr 7, 2014 at 9:48 AM

    We are in NSW. No system upgrades here but down all morning also.


  • 14 David @ Angle Vale Newsagency // Apr 7, 2014 at 10:52 AM

    All working fine here in sunny SA. 🙂

    Loving it, lots of customers hearing the “happy tune”for the first time, very few problems so far.


  • 15 MAX // Apr 7, 2014 at 11:07 AM

    I am in NSW.
    Still not working.
    Logged onto the website for updates. Website says to try a couple of things and if it does not work, ring up Tatts.
    Nothing worked so I rang Tatts. Tatts recorded message referred me back to the website and then hung up on me !!!


  • 16 subaru // Apr 7, 2014 at 11:25 AM

    When NSW Lotteries were running the show down here, system upgrades were done overnight, and the system was ready to run when we opened the doors in the morning.
    Since Tatts have taken over, the updates are NEVER completed by open of our business. It is now expected that we have down time once we are aware of updates.


  • 17 MAX // Apr 7, 2014 at 11:27 AM

    Since we pay fees on our Tatts Tech machines, can we claim a refund when they are not working ?


  • 18 BrettS // Apr 7, 2014 at 11:44 AM

    100% spot on comment
    We were trading until 10am ish
    Log in followed the web site rang Tatts hung up on.


  • 19 Richard // Apr 7, 2014 at 12:43 PM

    Time Tatts had a service Charter. Telstra at least gives you a credit when your phone goes down ( digital business).


  • 20 Gregg // Apr 7, 2014 at 1:00 PM

    Problem seems to be random. We got the message not to check scratch tickets as it may lock the terminal? We are still running ,yet the 3 closest newsagents near me all went down and one agent told me he never got the terminal message. Once again another bungle by Tatts


  • 21 shauns // Apr 7, 2014 at 1:01 PM

    Just checked my cash draws and holey dooley big difference when no lotto going through , almost a full day of loss trade but I am sure they still want the money tomorrow night


  • 22 shauns // Apr 7, 2014 at 1:02 PM

    I think Tatts done well with the message about scratchit tickets but DAMMMM didn’t read the memo .


  • 23 Mark Fletcher // Apr 7, 2014 at 2:03 PM

    Any lawyers here with thoughts on a class action on lost revenue. While the contract may say no I’d expect such a clause to be oppressive against small business. FYI I have tweeted about it and linked to this thread.


  • 24 Michael // Apr 7, 2014 at 2:18 PM

    Hi everyone..Well.. been off line now for going on 7 hours lost nearly a full days trade. No updates from tatts and told to just wait for a fix…and wait and wait. Infuriating!! Apparently got a memo about not checking scratchy tickets. My questions would be. Why cause the problem in the first place? Why not an urgent memo sent out to be viewed when you log on? A fax maybe? been a newsagent for 8 years and this is the biggest mess ive seen so far. Ps im in NSW. Good luck guys and thank god it didnt happen Thursday aye?


  • 25 June // Apr 7, 2014 at 2:42 PM

    New Tatts system online this morning for
    the first time in SA.
    So far, all well and operating efficiently.
    Jarryd, we did do all our training here at
    the shop and you could be right. A couple of weeks here should tell the story but so far so good.
    We are used to the cash drawer opening automatically but we now have to open with a key (I keep standing there waiting for it to open before I remember).

    So far that is my only problem (I bet there will be some more but I am grateful for small mercies.


  • 26 Shayne // Apr 7, 2014 at 3:01 PM

    Michael, we have just come online again after 8 hours down. Hopefully this means all stores will be up very shortly.


  • 27 Richard // Apr 7, 2014 at 3:36 PM

    Agents web posted purported fix. Tried but terminal cannot sell or check tickets. Screen message says call contact centre but the only option you get is GOODBYE. Not good enough. I bet they auto sell our syndicates for today.


  • 28 Warrick // Apr 7, 2014 at 3:36 PM

    3.40pm still no lotto, this is really giving me the SH*TS and no compensation..


  • 29 MAX // Apr 7, 2014 at 4:03 PM

    Same here


  • 30 MAX // Apr 7, 2014 at 4:18 PM

    On hold to lotto for 15 minutes so far.


  • 31 LEONA // Apr 7, 2014 at 4:26 PM

    Back up & running at 2.55pm.
    Rep a great help been keeping in touch via email all day & when I could not get on to the hotline asked rep for help.


  • 32 MAX // Apr 7, 2014 at 4:43 PM

    YEA !!!!!!!!!!!!!!
    Up and Running !!!!!!!!!!!!


  • 33 MAX // Apr 7, 2014 at 4:50 PM

    Appears to be problem on Combo screen.
    Price on selection screen does not match what prints out.


  • 34 Richard // Apr 7, 2014 at 5:12 PM

    4.10 finally online. Will hold my comments!


  • 35 Warrick // Apr 7, 2014 at 5:38 PM

    About time 4.35pm


  • 36 rick // Apr 7, 2014 at 6:04 PM

    memo came thru at 7.51, too late for me i had already locked my terminals up by then. mentioned compensation to my rep, probably still on the floor laughing. generally piss poor effort on behalf of tatts, bad enough having the issue in the first place, but REALLY VERY ORDINARY on how they communicated with the agents over the whole issue


  • 37 Jason // Apr 7, 2014 at 6:17 PM

    I lost my terminal at 6.15 this morning , only got back online at about 1.30 this afternoon,
    Only had my business for. 7 weeks hope this is a rare thing , harrington nsw


  • 38 MURRAY // Apr 8, 2014 at 5:32 AM

    what else would we expect from this company ? they couldn’t organize a $&*% in a brothel !!


  • 39 Gregg // Apr 8, 2014 at 7:39 AM

    Hope everyone is up and running, but can you check scratch tickets? There is nothing on the web site and no terminal message.


  • 40 Gregg // Apr 8, 2014 at 9:02 AM

    Just confirmed by our lotteries rep DO NOT check scratch tickets as you may crash the system again as this issue is not resolved. This is the opposite to another newsagent who was told by a tech replacing their terminal that you can now check scratch tickets.


  • 41 Richard // Apr 8, 2014 at 10:15 AM

    So confusion reigns. We are checking and paying no problems. QLD.


  • 42 subaru // Apr 8, 2014 at 3:00 PM

    In regards to selling Favourite tickets on a customers registration card, do other people have to hit the screen 2-3 times to do a select all?
    It used to be once, but in a previous update a few weeks ago, we now have to hit the select all button at least twice to make this happen.
    Yet another thing to slow down our service to customers in a busy shop. This new system has pressing more and more buttons on the screen


  • 43 DM // Apr 8, 2014 at 3:17 PM

    The new update appears to have fixed that.


  • 44 subaru // Apr 10, 2014 at 12:46 PM

    @DM – The update hasn’t fixed this problem of selecting all favourites, I still have to hit the screen multiple times


  • 45 DM // Apr 10, 2014 at 12:58 PM

    The update here in NSW earlier in the week fixed this problem. We now only have to push “select all” once.Previously had to press it twice.


  • 46 subaru // Apr 10, 2014 at 2:13 PM

    They must have forgotten to force that update out to us (nsw as well), because ours still needs to be hit twice


  • 47 shauns // Apr 10, 2014 at 3:15 PM

    Subaru , hit it harder and you will only have to hit it once (understand) and they will send you a new machine


  • 48 subaru // Apr 10, 2014 at 3:23 PM

    Yes Shauns I get what you mean.

    I’ve already had a screen replaced once, due to the poor response of the cheapo crappy resistive touch screen that was signed off by someone in tatts that hasn’t got a clue what happens on the front lines in a busy customer service environment.

    Unfortunately this replacement screen was no better that the one it replaced…


  • 49 Gary Carr // Apr 18, 2014 at 4:04 PM

    Interesting, maybe catastrophic, development taking place on Tuesday with Tatts, magazines, and papers, all wanting their slice of our pie at once. Past post Monday public holiday eftpos payments indicate that many financial institutions, including Tyro, will not be paying weekend eftpos until Wednesday.
    Sounds very much like the perfect storm.
    Communication from Tatts is good on this occasion giving advance warning.


  • 50 Mark Fletcher // Apr 18, 2014 at 6:03 PM

    Gary It’s in this situation that it would have been good to see a couple of days grace announced by key suppliers – the magazine companies especially.


  • 51 Ian // Apr 18, 2014 at 8:31 PM

    Direct debit you have no option, however delay payment of others until Wednesday.


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