The OLG tracked down the winner of an unclaimed $50 million Lotto Max prize from November 2012. They identified Kathryn Jones from Hamilton as the winner, even though she had lost her ticket and was unaware of winning. The OLG was able to determine that the winning ticket was purchased at a Shopper's Drug Mart in Cambridge using a credit card. Through process of elimination and reviewing security footage, they identified Jones as the purchaser. Jones praised the OLG for their incredible customer service in contacting her about the prize instead of waiting for her to inquire.

1. OLG’s Amazing Customer Service
Today I would like to commend Ontario Lottery and Gaming Corporation (OLG) on its amazing display of
customer service by tracking down the winner of its $50 million Lotto Max prize that went unclaimed
since November 2012. On Tuesday OLG’s President and CEO Rod Phillipsand director of investigations
Mike Hamel, introduce Kathryn Jones of Hamilton as the winner.
OLG’s level of customer service in this case is truly remarkable given the fact that the winner was not
even aware she had won the Lotto Max prize. To put the OLG efforts in context we have to understand
that Kathryn Jones lost her ticket and never even check to see whether the numbers she purchased
were the winning ones.
According to reports in the mediait took OLG outstanding use of good detective techniques to solve the
mystery and identify Kathryn Jones as winner. Some of the techniques used by the OLG to identify
Kathryn Jones are typically used by banks and other financial institutions to identify suspicious
transactions, fraud or trace the proceeds of crime. In this case the OLG used some key pieces of
information to identify Kathryn Jones as the winner. First the OLG knew that the winning ticket was sold
at a Shopper’s Drug Mart in Cambridge, Ontarioand when the winning ticket had been purchased. It was
a process of elimination. The OLG said it 435 people made inquiries about the money.
OLG was able to determine that the purchase was part of the $16 transaction and that the method of
payment was credit card. They knew the date and may be even the precise time of the purchase. In
addition, they were able to secure CTV video footage to identify the purchaser.It should be noted that if
cash was used it would have been slightly more difficult for the OLG to narrow down identity of the
purchaser.
Today we let us applaud the Ontario Lottery and Gaming Corporation (OLG) for their outstanding
customer service and also congratulate Kathryn Jones. This is the first time that the OLG has approached
the winner of a lottery prize instead of the other way around. Amazing customer service startswith
surprising customers with the best customer service they have ever gotten.Kathryn Jones captures it
best when she said at a news conference hosted by the OLG“As you can imagine, it's been a weird and
wonderful journey.To lose a ticket and then have OLG find me and take the initiative to contact me is
pretty incredible.”
Mark McKenzie is a leading Subject Matter Expert in financial services regulation and supervision as well
as a professional motivational speaker, corporate trainer and youth mentor. He can be contacted by
email mastbmckenzie@gmail.com or by telephone 647-406-4622. Read my blog
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