Operator Performance Metrics 2023

The Operator is required to report on a broad range of performance metrics throughout the year. The following results are some of the key performance metrics reported by the Operator to the Regulator for the year ended 31 December 2023.

Value of Prizes as a % of Sales


Must be at least 50%

Number of Shops


Must be at least 3,700

Speed of Prize Payment

100% Claims greater than €1000 paid within 3 hours following a visit to National Lottery HQ

Target 95%

Gaming System Availability1


Target 99%

Player Service – Written Contact2

87% Letters answered within 5 working days

Target 80%

97% Emails answered within 2 working days

Target 80%

Phone Helpline3

99% Service Availability

Target 99%

88% Players calls answered within 30 seconds

Target 70%

85% Retailers calls answered in 30 seconds

Target 70%

1 7am to 10pm, excluding draw break, 7 days a week, excluding Christmas Day and prearranged outages and 7am – 11pm for online instant win games.
2 Service availability - 9.15am to 5.30pm, Monday to Friday, excluding Christmas Eve and Public Holidays.
3 8am to 8pm, 7 days a week, excluding Christmas Eve, Christmas Day, New Years Day and draw break.