Wine Via Academy WSET Policies
- Complaints and Appeals
- Privacy &Data Protection Policy
- Diversity and Equality Policy
- Refund & Cancellation Policy
- Diversity and Equality Policy
- Conflicts of Interest Policy
- Reasonable Adjustments Policy
- Special Consideration Policy
- Malpractice and Maladministration Policy
Complaints and Appeals
The Wine Via Academy aims to provide high-quality service in the delivery of WSET courses.
However, despite our best efforts, if we fall short of your expectations, you may submit a
complaint to Meltem Coskun at wset@wineviacademy.com.
To file a complaint, the below information needs to be included:
- Name
- Address
- Contact Information
- Full details of the complaint including any supporting evidence
- Details of any previous attempts made to resolve the problem
The complaint will be acknowledged within 4 working days and Wine Via Academy will provide
a respond after the investigation has taken place within 15 working days from the date of the
acknowledgement of the complaint.
Appeals
If the complainant remains dissatisfied with Wine Via Academy’s response, you may appeal by
contacting Wine Via Academy again and a further review will take place. The appeal needs to
be made within 10 working days after the response has been received.
If the second response and resolution provided still does not satisfy you may escalate your
complaint to WSET.
Referral to WSET
To file a complaint with WSET, the above steps must have been taken. Please contact the
WSET’s Governance Team at governance@wsetglobal.com.
Please note WSET will only accept student complaints once the above Wine Via Academy
Complaints & Appeals procedure has been followed and the student remains dissatisfied with
the level of service or solutions offered.
Wine Via Academy always aims to improve its service by listening and responding, taking
necessary actions to correct mistakes and prevent them from happening again.
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Privacy &Data Protection Policy
Wine Via Academy is committed to protecting your privacy and strictly adheres to the Law No.
6698 on the Protection of Personal Data in Turkey. To enrol in WSET courses, we request your
name, date of birth, email address, your previous WSET qualifications, and billing information
during the registration process.
WSET uses this personal information to create or validate a unique candidate number for you.
This data is shared with WSET by Wine Via Academy for exam registration, grading, and
determining any reasonable adjustments for additional learning needs. WSET may also
contact you by email to inquire about your satisfaction with the course delivery. WSET handles
your data in accordance with its Data Protection Policy.
To sit for the exam, you must present a valid government-issued ID to verify your identity, as
required by WSET. WSET requires us to retain course details, including your personal
information, for at least three years after the course date. This retention allows WSET to assist
with replacement certificates and validate future exam enrolments.
If you have any questions regarding this topic, please contact with
wset@wineviaacademy.com.
Diversity and Equality Policy
Wine Via Academy is committed to upholding the principles of diversity and equality in all
areas of its work, ensuring that candidates are always treated fairly and equally. This policy
applies to all APP staff and any individual acting on behalf of APP.
Our APP assures equality of opportunity for candidates by:
*Promoting open access to WSET qualifications (considering the legal minimum age for the
retail purchase of alcohol and assessment competence standards);
-Ensuring that the format and content of all specifications, examinations, and other
WSET Awards materials do not unlawfully discriminate against anyone on the grounds
of disability, age, marriage and civil partnership, gender reassignment, pregnancy and
maternity, race, religion or belief, sex, and sexual orientation (considering the legal
minimum age for the retail purchase of alcohol( 18+) and assessment competence
standards);
- Allowing candidates with special educational needs, disabilities, or temporary injuries
to access WSET assessments without changing the demands of the assessment, in line
with our Reasonable Adjustment and Special Consideration policies;
- Collecting and monitoring data on candidate age, gender, ethnicity, and access
arrangements, which are reportable in a non-attributable format;
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- Reviewing this policy regularly to ensure it continues to meet legislative and
organizational requirements and is fit for purpose.
- Candidates who believe they have been unfairly discriminated against by an APP
should raise this with the APP concerned in the first instance.
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This policy is available to all candidates upon request.
Refund & Cancellation Policy
Once the course dates are announced by Wine Via Academy, candidates’ participation in the
course is confirmed by completing the registration form and making full payment.
Wine Via Academy does not offer refunds, however, if a candidate cancels their participation
within 15 working days before the course start date after registering for an announced date,
they can enrol onto the next course announced by Wine Via Academy. However, course fees
will not be refunded.
In the event of enrolling into another subsequent class, a transfer fee for the new exam date
will be charged and payable by the candidate.
Wine Via Academy reserves the right to cancel or make changes to the course. In such cases,
participants will be refunded.
Conflicts of Interest Policy
As an APP Wine Via Academy is required to identify to WSET and assist in managing or
monitoring actual, potential and perceived conflicts of interest (‘Conflicts of Interest’)
involving both APP staff and students. This policy complements WSET’s conflicts of interest
policy and works to safeguard the integrity of WSET qualifications and promote confidence in
WSET and Wine Via Academy processes and procedures.
This policy applies to all Wine Via Academy staff and students and to any individual acting on
behalf of Wine Via Academy
A Conflict of Interest exists where an individual has interests or loyalties that could adversely
influence their judgement, objectivity or loyalty to WSET or Wine Via Academy when
conducting activities associated with WSET qualifications.
Examples of Conflicts of Interest include
- The assessment of candidates by an individual who has a personal interest in the result
of the assessment for any or all individuals concerned;
- The moderation of assessment of candidates by an individual who has a personal
interest in the result of the assessment for any or all individuals concerned;
- The undertaking of a WSET qualification by any individual employed by an APP;
- The invigilation of a WSET assessment by any individual involved in the delivery of
training leading to the assessment;
- The coaching of candidates by any individual involved in the assessment of candidate
scripts;
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- The employment by an APP of individuals engaged in the delivery of taught
programmes or in the role of Internal Assessor in another APP;
- The investigation of a non-compliance incident by someone who is unable to act
impartially.
Some of these Conflicts of Interest are manageable and therefore acceptable. For example, if
family member of one of Wine Via Academy educators or APP staff takes a qualification and
exam through Wine Via Academy or when an employee of Wine Via Academy, or of the WSET,
takes a WSET qualification through Wine Via Academy, we can notify WSET in advance and
work with them to put in place measures to maintain the integrity of the exam.
Some Conflicts of Interest are not manageable and are not acceptable. For example, no
mitigation efforts overcome the conflict created when an individual when a single individual
serves as the educator and exam officer of an exam for a family member where an external
invigilator is not available.
Any staff member or student of Wine Via Academy who becomes aware of a Conflict of
Interest must inform Meltem Coskun, meltem@wineviaacademy.com Meltem Coskun will
inform the WSET of the possible conflict of interest and will work with WSET to put any
protective or mitigating measures in place to manage the conflict on a case-by-case basis. If
WSET and Wine Via Academy determine the conflict is not manageable, Meltem Coskun will
inform any impacted APP staff or students.
Please note that the failure to declare a conflict of interest may have consequences for the
student or Wine Via Academy because we are required to report conflict of interest to WSET.
Reasonable Adjustments Policy
Wine Via Academy and WSET want to make WSET assessments accessible for all students, so none are
at an disadvantage based on a disability or differing ability. This policy and the reasonable adjustment
process allows us - Wine Via Academy- to work with you, our student, before an assessment to gather
the information we need to submit a request to WSET and work with them to make arrangements that
give students access to WSET qualifications.
A reasonable adjustment is any accommodation or arrangement that helps to reduce the effect of a
known disability or difficulty that substantially disadvantages a student’s assessment. Using a
reasonable adjustment does not impact how WSET grades your exam, or your result, but WSET cannot
agree to reasonable adjustments where your difficulty directly affects performance necessary to
complete the assessment outcomes (e.g. inability to smell or taste for a Level 3 Exam). The goal of a
reasonable adjustment is to give you equal access to a WSET qualification, not to give unfair
advantages over other students who take an assessment without the same adjustment, or to affect the
overall reliability of the assessment outcomes that are explained in the course Specification.
Examples of reasonable adjustments may be:
- Changing standard assessment arrangements, for example allowing candidates extra time to
complete the assessment activity;
- Adapting assessment materials, such as providing materials in large text format;
- Providing access facilitators during assessment, such as a sign language interpreter or reader;
- Re-organising the assessment room, such as removal of visual stimuli for an autistic candidate.
Wine Via Academy will gather the information we need from you to submit a Reasonable Adjustment
Application form to WSET. WSET must approve and arrange reasonable adjustments before the
assessment activity takes place. Before completing enrolment with Wine Via Academy, we will give all
students access to this policy and the chance to identify any special needs that could require a
reasonable adjustment. If a student identifies a special need, Wine Via Academy will give the student
the Reasonable Adjustment Application form as soon as possible and work with the student to gather
the necessary information.
For any student seeking a reasonable adjustment, please contact Meltem Coskun,
meltem@wineviacademy.com with:
- Your full name;
- contact information;
- description of the special need, disability or differing ability that requires an adjustment; and
- supporting documentation.
You must submit this information at least 5 weeks before the exam date
For Levels 3 qualifications at least 8 weeks before the exam date
Special Consideration Policy
Special consideration is any adjustment given to a student who has temporarily experienced
an illness or injury, or other event outside of their control at the time of the exam that
significantly affects their ability to take the exam or their ability to show their knowledge and
understanding in the assessment. Special consideration is only for things that happen
immediately before or during an exam that have a material impact on your, the student’s,
ability to take the exam or on your performance.
To be eligible for special consideration, you must have completed the whole course and would
have been fully prepared if not for the temporary illness, injury or other uncontrollable event.
A special consideration may be for an individual (e.g. a student becomes ill the day of the
exam) or a group of students (e.g. an exam is interrupted by a natural disaster).
You may be eligible for special consideration if:
• Your performance on the exam is adversely affected by an event outside of your control. This
may include temporary illness, temporary injury, bereavement or exam room conditions;
• Reasonable adjustments which were agreed in advance of the exam proved inappropriate or
inadequate;
• The application of special consideration would not make a passing result and certificate
misleading about the student’s ability to satisfy the qualification’s assessment criteria.
Applying for special consideration
If you have taken an exam, or your exam is immediately approaching, and you feel that you
have a temporary injury or illness, or other uncontrollable event that has interfered with your
ability to complete your exam, please contact wset@wineviaacademy.com as soon as
possible. Wine Via Academy will provide you with a Special Consideration Application Form,
which must be completed and returned with supporting documentation 5 working days after
the effected exam. The information you submit will be shared with WSET and will be handled
under WSET’s Privacy and Data Protection Policy.
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If there has been serious disruption during an exam affecting a group of students, Wine Via
Academy will submit a detailed report of the circumstances and candidates affected to WSET
to request a special consideration.
Wine Via Academy will keep records of all applications for special consideration.
Malpractice and Maladministration Policy
Both Wine Via Academy and WSET have policies and procedures in place to protect WSET
students and safeguard the integrity of WSET qualifications. Wine Via Academy ensures
compliance with Wine Via Academy’s WSET’s policies through this Malpractice and
Maladministration Policy, which gives a framework for both us and you to identify, report and
manage potential malpractice or maladministration.
Non-compliance with Wine Via Academy or WSET Policies and Procedures can fall into two
distinct, but related, categories:
1. Maladministration, where the non-compliance is generally unintentional, or the result of
mistakes, carelessness, inexperience or poor processes; and
2. Malpractice where the non-compliance is intentional or the result of a negligent or reckless
action without consideration of the consequences of the action.
Context is important and the line between maladministration or malpractice is not always
clear: for example, maladministration incidents may become malpractice (e.g. if you fail to
implement corrective measures, repeat the same or similar incident, or attempt to
misrepresent or hide information during an investigation); or there may be mitigating factors
that turn potential malpractice into maladministration. Though malpractice and
maladministration are distinct concepts, they can shade into one another. Malpractice and
maladministration are always case, context and fact specific. Both APPs and students can
commit malpractice and maladministration. There are many ways that malpractice or
maladministration could occur, including new ways we have not seen yet. But some examples
of malpractice or maladministration include:
APP Malpractice Examples
- Failure to adhere to WSET Policies and Procedures;
- Failure to follow WSET requirements for course delivery or exam regulations;
- Failure to follow WSET’s candidate registration and certification procedures;
- Late student registrations;
- Fraudulent claim for certificates/fraudulent use of certificates/reproduction or forgery
of certificates;
- Withholding critical information from WSET quality assurance;
- Insecure storage of exam materials;
- Revealing or sharing confidential exam materials with candidates ahead of an exam;
- Intentional attempts to manipulate exam results so that they do not reflect the
candidate’s actual exam performance;
- Issue of incorrect exam results/failure to issue results to students in a timely manner;
- Failure to timely respond to WSET;WSET APP Policy Statements Checklist and
Templates – August 2022 v1.0 8
- Unauthorized reading/amendment/copying/distribution of exam papers;
- Failure to report changes in APP ownership/personnel/location/facilities;
- Denying WSET access to information, documentation, workforce, facilities;
- Failure to return exam papers within the specified timeframe or to follow delivery and
tracking regulations;
- Infringements of WSET copyright, trademarks, intellectual property rights and brand
identity;
- Use of unqualified and/or unregistered educators or internal assessors;
- Breach of confidentiality
- Misleading advertising/publicity;
- Any action likely to lead to an adverse effect.
- Failure to disclose a Conflict of Interest;
Student Malpractice Examples
- Cheating, or facilitating cheating, including the use of unauthorised devices or
materials;
- Disruptive behaviour in an exam;
- Plagiarism of any nature by students;
- Impersonation (including forgery of signatures);
- Unauthorised reading/amendment/copying/distribution of exam papers;
- Any action likely to lead to an adverse effect;
- Breach of confidentiality.
- In general, we also expect that both Wine Via Academy staff and our students should
treat others and be always treated professionally and respectfully. We will treat
inappropriate behaviour including verbal or physical abuse, persistent or unrealistic
demands, or threats that cause stress to staff as misconduct and may report student
misconduct to WSET as necessary.
Reporting and Investigation of Malpractice or Maladministration
- As an APP, we aim to ensure compliance with WSET Policies and Wine Via Academy
policies and will keep records of potential or actual malpractice or maladministration
by you, our students, or our staff.
- We are required to notify WSET immediately of any non-compliance issues that could
be malpractice or maladministration, so that WSET can investigate the non-compliance
under their own Malpractice and Maladministration Policy.
- We ask that you also raise any concerns or non-compliance issues that may be
malpractice or maladministration with Wine Via Academy as soon as possible by
following the process outlined in our Complaints policy.
- During WSET’s investigation, they may reach out to Wine Via Academy or to you
directly to request further information or conduct an interview. Please respond to any
requests promptly and honestly.
Managing Non-Compliance
- If WSET identifies malpractice or maladministration, they will consider its impact and
may apply sanctions. WSET will take all reasonable steps to ensure the sanctions do
not disadvantage uninvolved students affected by malpractice or maladministration.
However, in some cases, they may need to disallow or withhold results and/or
certificates.
Potential sanctions Applicable to Students/Candidates may include:
- Written Warning: The student is issued with a written warning that if the offence is
repeated within a set period of time then further specified sanctions will be applied.
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- Exam Result Declared Null and Void: A student’s exam result is disallowed. This may
include invalidation and recall of a certificate already issued.
- Disqualification from a Qualification: The student is disqualified from participating in
the concerned qualification with immediate effect and further excluded from
participating in any further WSET qualifications for a period of 12months. This includes
access to WSET materials.
- Student Disqualification: The learner is disqualified from participating in any courses or
assessments leading to WSET qualifications. This includes access to WSET materials.
- Disqualification from use of WSET certified logos and postnominals: Actions bringing
WSET into disrepute may result in the student or graduate being barred from use of
WSET postnominals and WSET certified logos.