WSET Policies and Procedures

1. Complaints and Appeals Policy

Margaret River Wine Store is a WSET Approved Programme Provider (APP) All students are important to us and all complaints will be taken seriously and handled accordingly.

Complaints are to be submitted in writing. 

When submitting a complaint please submit the following;

  • Name, address and contact information
  • Preferred method of communication
  • Full details of the complaint 
  • All supporting information 
  • What action or response you seek to resolve the dissatisfaction

Margaret River Wine Store will log the complaint and will acknowledge the complaint in writing within 3 working days receipt and look to resolve all students’ complaints within 20 business days.

Receiving a complaint from an unidentified source potentially limits Margaret River Wine Store’s ability to effectively investigate that complaint. However, if an anonymous complaint is received Margaret River Wine Store will consider if there is enough information in the complaint to enable further investigation.

Margaret River Wine Store undertakes to investigate all complaints in a thorough and professional manner. This includes, but is not limited to;

  • Acknowledge the complaint in writing within 3 working days of receiving the complaint and look to resolve all students’ complaints within 20 business days or less.
  • Informing the complainant of the outcome of the investigation in writing.
  • Informing the complainant of the appropriate escalation of the complaint if the initial outcome is still unsatisfactory.

Examples of complaints would be:

  • Dis-satisfaction with teaching, facilities or administration of WSET courses
  • Allegations of discrimination or unfair treatment
  • Falsifying results, assisting candidates with answers
  • Allowing unauthorised material into the exam room e.g. phones, notes etc
  • Allowing candidates to copy from each other
  • Disruptive behaviours e.g. talking during the exam

If you wish to submit a written complaint, please contact: Email   [email protected]
Call     0437 153 213

Complaints Against the Awarding Body

Complaints against the Wine and Spirit Education Trust should, in the first instance, be discussed with Margaret River Wine Store and documented evidence will then be forwarded to [email protected] Candidates requiring re-mark and/or feedback on their examination paper should contact Margaret River Wine Store and request an Enquiry and Feedback Form. The form must be completed and submitted to WSET Awards along with the appropriate fee within six weeks of the date of the examination. Any request received outside this time frame will not be reviewed. Enquiries and feedback will be issued within two weeks of receipt by WSET Awards.

2. Conflict of Interest Policy

As an Approved Programme Provider (APP) of WSET, Margaret River Wine Store is required to identify to WSET and assist in the managing or monitoring of actual, potential, and perceived 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 Margaret River Wine Store processes and procedures. This policy applies to all Margaret River Wine Store staff and students and to any individual acting on behalf of Margaret River Wine Store. 

A Conflict of Interest exists where an individual has interests or loyalties that could adversely influence their judgement, objectivity, or loyalty to WSET or Margaret River Wine Store 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 invigilation of a WSET assessment by any individual involved in the delivery of training leading to the assessment 

Some of these Conflicts of Interest are manageable and therefore acceptable. For example, if a family member of one of Margaret River Wine Store educators or APP staff takes a qualification and exam through Margaret River Wine Store or when an employee of Margaret River Wine Store, or of WSET, takes a WSET qualification through Margaret River Wine Store, Margaret River Wine Store must notify WSET in advance and then work with WSET 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 can overcome the conflict created 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 Margaret River Wine Store who becomes aware of a 

Conflict of Interest must inform Margaret River Wine Store [email protected]  as soon as possible. 

Margaret River Wine Store 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 Margaret River Wine Store decide that the conflict is not manageable, Margaret River Wine Store 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 Margaret River Wine Store because it is required to report such conflicts to WSET.

3. Privacy and Data Protection Policy

Margaret River Wine Store is committed to protecting your privacy. At all times we aim to respect any personal information you share with us, or that we receive from others, and keep it safe. 

This document sets out our data processing practices and your rights and options regarding the ways in which your personal information is used and collected. If you have any queries please contact Margaret River Wine Store [email protected] 

Margaret River Wine Store has the following procedures in place to safeguard data collected by it as an awarding organisation: 

  • All students and educators have access to this policy;
  • Margaret River Wine Store is required to inform students of how their data will be processed for the purposes of registration and certification of a WSET qualification;
  • Forms which require the collection of personal or sensitive personal data include a data protection statement informing individuals about how their data will be processed;
  • Data collected by Margaret River Wine Store is not used for marketing purposes or shared with third parties in a situation other than stated below under “sharing your information with third parties”
  • No personal data is disclosed to anyone outside of Margaret River Wine Store without the prior written consent of the individual.
  • Access to personal information in the Margaret River Wine Store is restricted to authorised users;
  • All records are kept accurate and up-to-date as far as practicable; Margaret River Wine Store relies on individuals to communicate any changes; and
  • Where Margaret River Wine Store sends email correspondence to multiple recipients, recipients will be blind-copied.

Data security arrangements

Margaret River Wine Store has appropriate measures in place to ensure the data held on our systems is secure. In the event of an unauthorised use of data or data loss, the individuals concerned will be notified and a recovery plan implemented. This will include a risk assessment and review of operating procedures. 

Data Protection and Privacy Policy

Margaret River Wine Store collects personal information from you, which may include information about your:

  • Name
  • Contact information
  • Date of Birth 
  • Interactions with Margaret River Wine Store
  • Billing information
  • Other information provided by the student
  • Other information (e.g. grades) provided by WSET 

We collect your personal information in order to:

  • meet the legitimate needs of the Margaret River Wine Store and WSET
  • maintain a community of learning (where you wish to opt in)

We share this information with:

  • WSET 

We keep your information safe by storing your information securely and restricting access to authorised users only.

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at:
Email   [email protected]
Call     0437 153 213

 

4. Diversity and Equality Policy


Margaret River Wine Store fully supports the principles of Equal Opportunities.  We strive to ensure that all candidates for our qualifications are treated fairly and on an equal basis.

Equal opportunity is assured by:

  • The selection, recruitment and training of those working for this APP
  • Consideration at an early stage in the development of new schemes or qualifications
  • Ensuring that the format and content of all syllabi, examinations and other learning material does not discriminate against anyone which is the responsibility of WSET Awards by whom we are approved to teach WSET qualifications
  • Ensuring there are no barriers to entry to units and qualifications, which we deliver and/or offer, for disabled people, women or men, or people from different racial groups, other than those directly related to the integrity of the units or qualifications. The nature of any barriers will be stated and the inclusion of the requirements that create the barrier justified only and explicitly in terms of the integrity of the unit or the qualification.  Details of how the effect of any barriers will be mitigated will be recorded, including using access arrangements or including reasonable adjustments.
  • Clarifying the responsibility of all members of staff and/or consultants, who are involved in the delivery of WSET courses within this APP, to comply with this policy. In particular external parties invited by this APP to contribute to these development arrangements must also, as representatives of relevant learners, ensure that the views of learners and others are taken into account in the development of QCF units and qualifications.
  • Anonymous assessment of examination candidates wherever possible.
  • Promoting practices and procedures that give equal opportunities to everyone.
  • Being required to have equal opportunity policies in place
  • The variation of any conventional rules and regulations for the conduct of examinations which might inhibit the performance of candidates with specific needs, provided that the standard, quality and integrity of the assessment is not compromised.
  • Working as appropriate with relevant organisations and agencies to develop measures to identify and prevent inequality of opportunity.
  • Making every effort to ensure that there is equality of opportunity in its assessment process, regardless of the candidate’s gender, age, racial origin, religious persuasion, sexual orientation or disability.
  • Ensuring, to the best of our ability, that any documentation produced does not contain language or images which may be regarded as offensive or stereotypical, and that they reflect the diversity of contemporary society.

Margaret River Wine Store is an equal opportunity organisation and will consider applications from any organisation or individual who can demonstrate that they meet our approval criteria.

Should you wish to contact us to discuss please do so by

Email   [email protected]
Call     0437 153 213

Monitoring

This APP will comply with all current and relevant legislation and this policy will be monitored and reviewed annually.

Candidates who believe they have been discriminated against should contact us in the first instance for advice.

Email   [email protected]
Call     0437 153 213

5. Reasonable Adjustments Policy

Both WSET and Margaret River Wine Store want to make WSET assessments accessible for all students, so none are at an advantage or disadvantage based on a disability or differing ability. 

This policy and the reasonable adjustment process allows Margaret River Wine Store to work with each student before an assessment, gather the information needed to submit a request to WSET, and work with WSET to make arrangements that give students equitable 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. The use of a reasonable adjustment does not impact WSET’s marking or the result of the candidate’s exam. The goal of reasonable adjustments is to equalise access for candidates – they must not give unfair advantage to candidates receiving the adjustment or affect the reliability and validity of the assessment outcomes as detailed in the applicable Specification. 

WSET cannot agree to reasonable adjustments where the candidate’s particular difficulty directly affects performance necessary to complete the assessment outcomes (e.g., if a student cannot taste for a Level 3 Exam where tasting is necessary). Examples of reasonable adjustments include: 

  • 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 
  • Reorganising the assessment room, such as removal of visual stimuli for an autistic candidate.

Margaret River Wine Store will gather the information needed from students 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, Margaret River Wine Store 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, Margaret River Wine Store will give the student the Reasonable Adjustment Application form as soon as possible and work with the student to gather the necessary information.

Margaret River Wine Store will gather the information needed from students 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, Margaret River Wine Store 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, Margaret River Wine Store 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

Margaret River Wine Store 

[email protected] 

with: 

  • Full name 
  • Contact information 
  • Description of the special need, disability, or differing ability that requires an adjustment 
  • Supporting documentation
  • Students must submit this information at least 20 working days before the exam date for Level 1-3 qualifications.

The information students submit will be shared with WSET and will be handled under WSET’s Privacy and Data Protection Policy. Margaret River Wine Store will keep records of all reasonable adjustment applications

6. 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 the student’s ability to take the exam or on their performance. 

To be eligible for special consideration, students must have completed the whole course and would have been fully prepared if not for temporary illness, injury, or another uncontrollable event. 

A special consideration may be for an individual (e.g. a student becomes ill on the day of the exam) or a group of students (e.g. an exam is interrupted by a natural disaster). Students may be eligible for special consideration if: 

  • Their performance on the exam is adversely affected by an event outside of their control. This may include temporary illness, temporary injury, bereavement, or exam room conditions 
  • Reasonable adjustments which were agreed to in advance of the exam proved to be 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 at student has taken an exam, or their exam is quickly approaching, and they feel that they have a temporary injury or illness, or other uncontrollable event that has interfered with their ability to complete the exam, they should please contact Margaret River Wine Store [email protected]  as soon as possible. 

Margaret River Wine Store will provide them with a Special Consideration Application Form, which must be completed and returned with supporting documentation within 5 working days after the effected exam.

The information a student submits will be shared with WSET and will be handled under WSET’s Privacy and Data Protection Policy. If there has been a serious disruption during an exam affecting a group of students, Margaret River Wine Store will submit a detailed report of the circumstances and candidates affected to WSET to request special consideration. Margaret River Wine Store will keep records of all applications for special consideration.

 

7. Malpractice and Maladministration Policy 

Both Margaret River Wine Store and WSET have policies and procedures in place to protect WSET students and safeguard the integrity of WSET qualifications. Margaret River Wine Store ensures compliance with Margaret River Wine Store and WSET’s policies through this Malpractice and Maladministration Policy, which gives a framework for both Margaret River Wine Store and students to identify, report, and manage potential malpractice or maladministration. Non-compliance with Margaret River Wine Store or WSET Policies and Procedures can fall into two distinct, but related, categories: 

  1. 1. Maladministration, where the non-compliance is generally unintentional, or the result of mistakes, carelessness, inexperience, or poor processes 
  2. 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 a party fails to implement corrective measures, repeats the same or a similar incident, or attempts 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 which WSET and Margaret River Wine Store have not yet seen. Some examples of malpractice or maladministration include: 

For APPs: 

  • Failure to adhere to WSET Policies and Procedures 
  • Failure to follow WSET requirements for course delivery or exam regulations 
  • Withholding critical information from WSET quality assurance 
  • Insecure storage of exam materials
  • Revealing or sharing confidential exam materials with candidates ahead of an exam 
  • Unauthorized reading/amendment/copying/distribution of exam papers 
  • Failure to return exam papers within the specified time limit or to follow delivery and tracking regulations 
  • Infringements of WSET copyright, trademarks, intellectual property rights, and brand identity 

For students: 

  • Cheating, or facilitating cheating, including the use of unauthorised devices or materials 
  • Disruptive behaviour in an exam 
  • Unauthorised reading/amendment/copying/distribution of exam papers 
  • Breach of confidentiality 

In general, Margaret River Wine Store also expects that both Margaret River Wine Store staff and students will treat others and be treated professionally and respectfully at all times. Margaret River Wine Store 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 such student misconduct to WSET as necessary.

Reporting and Investigation of Malpractice or Maladministration 

As an APP, Margaret River Wine Store aims to ensure compliance with WSET Policies and Margaret River Wine Store policies and will keep records of potential or actual malpractice or maladministration by students or staff. 

Margaret River Wine Store is required to notify WSET at once 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. 

Margaret River Wine Store asks that students also raise any concerns or non-compliance issues that may be malpractice or maladministration with Margaret River Wine Store as soon as possible by following the process outlined in the Margaret River Wine Store Complaints policy. 

During WSET’s investigation, they may reach out to Margaret River Wine Store or to students 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 may include;

  • 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
  • A student’s exam result is disallowed; this may include invalidation and recall of a certificate already issued
  • The student is disqualified from taking part in the concerned qualification with immediate effect and excluded from any further WSET qualifications for 12 months; this includes access to WSET materials
  • The student is disqualified from taking part in any courses or assessments leading to WSET qualifications; this includes access to WSET material

Appeals 

When a student wishes to appeal penalties or sanctions which WSET has imposed due to Malpractice or Maladministration, they should please follow the procedures laid out in WSET’s Complaints Policy.

 

8. Cancellations and Refunds 

Cancellations of confirmed places are accepted up to 14 days prior to the start of the course. An administration fee of $50 will be deducted and the remainder of the course fee refunded to the payee. Transfers of a confirmed booking either to another course or applicant can be made up to 14 working days before the course start date on payment of a $50 admin fee + the cost of any additional study materials which may be applicable. 

Transfers cannot be carried forward to the next academic year unless approved by Margaret River Wine Store – Charlotte Newton. If a confirmed course booking is cancelled during the 14 working days prior to the start of the course, or at any time after the start of the course, no refund or transfer of the course fees will be made. 

Examination dates are fixed to the course onto which you book and any transfer to an alternative date will incur an administration fee of $100. 

All transfer requests must be made in writing or by email [email protected] at least 14 working days before the original examination date. Transfer requests made within 14 working days of the examination date will incur the admin fee and cost of examination paper which will have been ordered via WSET Awards. 

Course fees will be refunded in full if Margaret River Wine Store – Charlotte Newton changes a course date or cancels a course if enrolments do not reach the required minimum numbers – notification will be made in the 7 working days prior to the planned start date of the course.