AB Wine Academy aims to resolve student concerns fairly, promptly, confidentially and without retaliation.

1.1 Scope

This policy covers complaints about course administration, teaching, facilities, communications, staff or contractor conduct, diversity and equality, data handling, conflicts of interest, and suspected malpractice or maladministration. It does not replace WSET procedures for enquiries about results or appeals against WSET assessment decisions.

1.2 Informal resolution

Where appropriate, students should first raise a concern promptly with their educator or the APP Contact. Straightforward concerns may be resolved informally. A student may proceed directly to a formal complaint where the matter is serious or sensitive, involves the person who would normally receive the concern, or has not been resolved informally.

1.3 Formal complaint

A formal complaint must be submitted in writing to courses@abwineacademy.com, normally within 20 working days of the event or decision. AB Wine Academy may consider a later complaint where there is a reasonable explanation for the delay. The complaint should include:

• Full name and contact details
• Course, course date and candidate number, where applicable
• A clear description of the concern, including dates and people involved
• Relevant supporting documents or evidence
• The outcome or remedy sought

1.4 Response and investigation

• Acknowledgement: normally within 3 working days.
• Investigation: by a person who is sufficiently independent and has no relevant conflict of interest.
• Written outcome: normally within 15 working days after a complete complaint is received. If more time is needed, AB Wine Academy will explain the reason and provide a revised date.
• Confidentiality: information will be shared only with people who need it to review the matter, comply with law or cooperate with WSET.

The written outcome will explain the decision, any remedial action and the available appeal route.

1.5 Internal appeal

A student may appeal within 10 working days where there is material new evidence, a significant procedural error, a relevant conflict of interest, or a decision that appears unreasonable in light of the evidence. The appeal must state its grounds and include supporting information. Where reasonably practicable, it will be reviewed by a person who was not responsible for the original decision. A final response will normally be issued within 15 working days.

1.6 Escalation to WSET

Complaints must first be addressed formally, in writing, to AB Wine Academy. Only after the complaint and internal appeal process has been exhausted may the complainant raise the matter with WSET at governance@wsetglobal.com.

1.7 Records and good-faith reporting

AB Wine Academy will retain appropriate complaint and appeal records. No student will be penalised for raising a genuine concern in good faith. Knowingly false, malicious or abusive complaints may be addressed under the Malpractice and Maladministration Policy or other applicable conduct procedures.

Back to top

AB Wine Academy handles personal data responsibly in accordance with Singapore's Personal Data Protection Act 2012 and applicable WSET requirements.

2.1 Personal data collected

• Name, date of birth, gender where required, nationality and contact details
• Identity documents or identification details used to verify a candidate
• Course enrolment, attendance, assessment, result and certification information
• Payment, invoice and transaction records
• Correspondence, feedback, complaint and appeal records
• Information and supporting documents for reasonable adjustment or special consideration applications
• Photographs, video or audio where notified and consent is required
• Online learning and technical access information

2.2 Purposes

AB Wine Academy may collect, use and disclose personal data for purposes reasonably connected with enrolment, payment, course delivery, student support, candidate registration, assessment administration, certification, quality assurance, reasonable adjustments, special consideration, complaints, appeals, conflicts of interest, non-compliance, legal obligations, security and record keeping.

2.3 Data shared with WSET

AB Wine Academy shares relevant personal data with WSET for candidate registration, assessment, certification, quality assurance, reasonable adjustment, special consideration, complaints, conflicts of interest and malpractice or maladministration. Examples include names, date of birth, gender, email address, candidate details and supporting documentation. Data passed to WSET will be handled under WSET's Privacy Policy.

WSET is based in the United Kingdom. AB Wine Academy may also disclose data to service providers, venues, professional advisers, regulators, public authorities or insurers where reasonably necessary and permitted by law.

2.4 Consent and marketing

AB Wine Academy will notify students of the purposes for which personal data is collected, used or disclosed and obtain consent where required. A student may withdraw consent by contacting the Data Protection Contact at courses@abwineacademy.com. Withdrawal does not affect earlier lawful processing and may prevent AB Wine Academy from providing a course, assessment, certificate or other service where the data is necessary. Students may unsubscribe from marketing messages without affecting essential course and assessment communications.

2.5 Access, correction, protection and retention

Students should provide accurate and current information. Requests to access or correct personal data should be submitted to the Data Protection Contact and may be subject to identity verification and lawful exceptions. AB Wine Academy uses reasonable administrative, physical and technical safeguards and retains personal data only for as long as required for business, certification, legal or regulatory purposes, after which it will be securely deleted, anonymised or disposed of.

2.6 Data incidents and contact

Suspected data breaches will be assessed and managed in accordance with the PDPA. Where notification is legally required, AB Wine Academy will notify the relevant authority and affected individuals as soon as practicable. Questions, requests and privacy complaints should be sent to courses@abwineacademy.com. A privacy complaint may also be made under Policy 1.

Back to top

AB Wine Academy is committed to a learning and assessment environment in which people are treated fairly, respectfully and with dignity.

3.1 Equal access and treatment

AB Wine Academy does not unlawfully discriminate in admissions, teaching, assessment administration or student support. Decisions are based on legitimate academic, safety, legal and operational requirements. This commitment includes fair treatment regardless of age, race, nationality, ethnic origin, sex, pregnancy, marital or family status, religion or belief, disability, health condition, sexual orientation, gender identity, language, education, occupation or socio-economic background.

3.2 Alcohol and safety

Some WSET courses include tasting alcoholic beverages. Students must comply with Singapore law and venue rules. Candidates under the legal drinking age are not permitted to sample alcohol. Where a student cannot or does not wish to consume alcohol for religious, health or other reasons, spitting and other reasonable participation arrangements will be supported where practicable, provided the qualification's learning outcomes and assessment requirements are not compromised.

3.3 Accessibility

Students with a disability, special educational need or differing ability should contact AB Wine Academy as early as possible. Assessment-related requests will be considered under the Reasonable Adjustments Policy and require WSET approval.

3.4 Respectful conduct

Harassment, bullying, victimisation, discriminatory language, threats, verbal or physical abuse and conduct that creates an unsafe or hostile environment are not acceptable. This applies in classrooms, assessment rooms, online platforms, messages, events and other AB Wine Academy activities.

3.5 Questions and concerns

Questions or concerns about diversity and equality should be sent to courses@abwineacademy.com. Students may use the Complaints and Appeals Policy to make a formal complaint. Reports will be handled sensitively and retaliation against a person raising a genuine concern in good faith is prohibited. This policy will be applied consistently with applicable Singapore law.

Back to top

This policy applies to course and assessment bookings made with AB Wine Academy and is available before enrolment and payment.

4.1 Registration and payment

Registration is completed when payment has been received and accepted by AB Wine Academy. An invoice will be issued. All cancellation, transfer and assessment-change requests must be submitted in writing to courses@abwineacademy.com.

4.2 Student cancellation

Once a booking has been completed, cancellation by the student is not accepted and course fees are non-refundable, except where required by law or where AB Wine Academy agrees otherwise in writing.

4.3 Course transfer requests

A transfer is not confirmed until AB Wine Academy has approved it in writing and any applicable fee or price difference has been paid. Course transfers are subject to places being available, current WSET registration deadlines and the continued availability of the relevant qualification.

4.4 Non-attendance and missed classes

If a student does not attend a course, it will be treated as withdrawal and the full course fee will be forfeited. Missed classes are non-refundable and replacement sessions are not guaranteed.

4.5 Study materials and online access

Study packs, guides and other physical materials are considered sold once issued, dispatched or collected and are non-refundable. Digital or online course access is non-transferable and non-refundable once activated, except where required by law.

4.6 Visa applications

Students who require a visa to enter Singapore should book sufficiently early to allow for visa processing. AB Wine Academy may provide a letter confirming a paid booking but does not provide a letter of invitation. No refund will be offered where a visa application is declined or delayed.

4.7 Assessment changes, absence and re-sits

The assessment date is specific to the course booked. A request to change the assessment date is subject to availability, WSET deadlines and a charge equivalent to the applicable assessment re-sit fee. A candidate who does not attend the assessment will be recorded as absent. Booking another assessment date will require payment of the applicable re-sit fee.

The current re-sit fees are:

• WSET Level 1: S$180 per candidate
• WSET Level 2: S$240 per candidate
• WSET Level 3: S$340 per candidate

Fees may be updated from time to time. A candidate who has already passed an assessment may not re-sit it solely to improve the grade. Where a temporary illness, injury or another uncontrollable event materially affects an assessment, Policy 7 may apply; special consideration does not guarantee a refund or free re-sit.

4.8 Cancellation, postponement or change by AB Wine Academy

AB Wine Academy normally requires a minimum of eight candidates to commence a course and may postpone or reschedule a course if the minimum number is not met. AB Wine Academy may also change an educator, venue, timetable, delivery method or assessment date, or postpone or cancel a course, because of illness, accident, emergency, venue issues, government action, severe weather, transport disruption or another event outside its reasonable control.

Where AB Wine Academy cancels a course and does not provide a reasonable replacement or transfer option, the affected course fee paid will be refunded. AB Wine Academy is not responsible for indirect costs such as travel, accommodation, meals, lost income or exchange-rate losses, except where liability cannot lawfully be excluded.

4.9 Refund processing

Any refund approved by AB Wine Academy will normally be returned to the original payer and original payment method. Bank or payment-provider processing times are outside AB Wine Academy's control.

Back to top

As an Approved Programme Provider (APP) of WSET, AB Wine Academy is required to identify to WSET and assist in the managing or monitoring of 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 AB Wine Academy processes and procedures.

This policy applies to all AB Wine Academy staff and students and to any individual acting on behalf of AB Wine 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 AB Wine Academy when conducting activities associated with WSET qualifications.

Examples of Conflicts of Interest

• 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 AB Wine Academy
• 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
• The employment by AB Wine Academy 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 a family member of one of AB Wine Academy's educators or APP staff takes a qualification and exam through AB Wine Academy, or when an employee of AB Wine Academy, or of WSET, takes a WSET qualification through AB Wine Academy, AB Wine Academy 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 AB Wine Academy who becomes aware of a Conflict of Interest must inform the Director / APP Main Contact at courses@abwineacademy.com as soon as possible. The Director / APP Main Contact will inform WSET Governance at governance@wsetglobal.com 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 AB Wine Academy decide that the conflict is not manageable, the Director / APP Main Contact 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 AB Wine Academy because AB Wine Academy is required to report such conflicts to WSET.

Back to top

Both WSET and AB Wine Academy 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 AB Wine Academy 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, for example, if a student cannot taste for a Level 3 Exam where tasting is necessary.

Examples of reasonable adjustments

• 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

AB Wine Academy 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, AB Wine Academy 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, AB Wine Academy will give the student the Reasonable Adjustment Application form as soon as possible and work with the student to gather the necessary information.

How to apply

Contact the Director / APP Main Contact at courses@abwineacademy.com and provide:

• 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 25 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 and AB Wine Academy's Privacy and Data Protection Policy.

AB Wine Academy will keep records of all reasonable adjustment applications.

Back to top

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, for example a student becomes ill on the day of the exam, or a group of students, for example 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 a 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 contact the Director / APP Main Contact at courses@abwineacademy.com as soon as possible.

AB Wine Academy will provide the student with a Special Consideration Application Form, which must be completed and returned with supporting documentation within 5 working days after the affected exam. The information a student submits will be shared with WSET and will be handled under WSET's Privacy and Data Protection Policy and AB Wine Academy's Privacy and Data Protection Policy.

If there has been a serious disruption during an exam affecting a group of students, AB Wine Academy will submit a detailed report of the circumstances and candidates affected to WSET to request special consideration.

AB Wine Academy will keep records of all applications for special consideration.

Back to top

Both AB Wine Academy and WSET have policies and procedures in place to protect WSET students and safeguard the integrity of WSET qualifications. AB Wine Academy ensures compliance with AB Wine Academy and WSET policies through this Malpractice and Maladministration Policy, which gives a framework for both AB Wine Academy and students to identify, report, and manage potential malpractice or maladministration.

Non-compliance with AB Wine 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.
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 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.

Examples involving AB Wine Academy and its personnel

• 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 or failure to issue results to students promptly
• Failure to promptly respond to WSET
• Unauthorised reading, amendment, copying or distribution of exam papers
• Failure to report changes in APP ownership, personnel, location or facilities
• Denying WSET access to information, documentation, workforce or facilities
• 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
• Use of unqualified or unregistered educators or internal assessors
• Breach of confidentiality
• Misleading advertising or publicity
• Any action likely to lead to an adverse effect
• Failure to disclose a Conflict of Interest

Examples involving students

• 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 or distribution of exam papers
• Any action likely to lead to an adverse effect
• Breach of confidentiality

In general, AB Wine Academy also expects that both AB Wine Academy staff and students will treat others and be treated professionally and respectfully at all times. AB Wine Academy 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

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

AB Wine Academy 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 its own Malpractice and Maladministration Policy.

Students should raise any concerns or non-compliance issues that may be malpractice or maladministration with AB Wine Academy as soon as possible by following the process in Policy 1 and emailing courses@abwineacademy.com.

During WSET's investigation, WSET may reach out to AB Wine Academy or to students directly to request further information or conduct an interview. Please respond to any requests promptly and honestly. Any internal review by AB Wine Academy will not substitute for or interfere with WSET's investigation.

Managing non-compliance

If WSET identifies malpractice or maladministration, it 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, WSET may need to disallow or withhold results and/or certificates.

If WSET determines that a student has committed malpractice or maladministration, it may apply one or more of the following sanctions:

Appeals

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

Back to top