Traverse Wine Institute Policies and Procedures
Complaints Policy
The Traverse Wine Institute aims to provide premium value and service to all patrons. This policy addresses complaints regarding dissatisfaction of the Traverse Wine Institute standards of service that the patron has received or the behavior of our staff delivering our services. If someone has been personally affected or has witnessed someone (acting on behalf of), with the level of quality or dissatisfied with the services provided by the Traverse Wine Institute, they have the right to make a formal complaint. The complaint must be filed to the Traverse Wine Institute directly. If the complainant is acting on behalf of someone, they must provide written documentation and permission to represent said person. This must be presented to and accepted by Traverse Wine Institute.
How to make a complaint?
Complaints must be submitted to the Traverse Wine Institute main contact as soon as possible. Complaints submitted more than six months after the cause for complaint has occurred will not be investigated unless there are exceptional circumstances, due to increased difficulty for efficacy in the investigation.
Step 1: Make a formal complaint
Contact the Traverse Wine Institute main contact directly via email at info@traversewineinstitue.com or telephone (231-421-7001) and should include the following:
Complainant’s name, and contact information (for anonymously see section below)
Details outlining the cause for dissatisfaction
Supporting relevant information i.e., dates, locations, involved parties or witnesses, relevant documentation
The Traverse Wine Institute main contact will acknowledge the complaint in writing within 3 business days. We will aim to resolve the concern quickly and easily, for a solution, explanation or another acceptable outcome that satisfies both parties involved. The record of the complaint outcome will be kept on record by the Traverse Wine Institute for reference on improvement and data. We will aim for the outcome of the complaint to be communicated within 30 business days of the initial acknowledgement of said complaint.
Step 2: Appeal
If the complainant is not satisfied with the outcome and has reason to believe that their complaint has not been properly or fairly handled, they have the right to appeal within Traverse Wine Institute. Appeals should be submitted within 10 business days of the complaint outcome to the Traverse Wine Institute by email to info@traversewineinstitute.com and include the following information:
Details of the formal complaint including date, time and involved parties, and offered solutions.
The grounds for appeal and the reason you believe that the complaint has not been fairly or properly handled. We will not be able to revisit a concluded complaint unless this information is provided.
Any additional supporting information that was not included with the original complaint.
What outcome you hope to achieve.
The Traverse Wine Institute will acknowledge the appeal within 3 business days and address the next steps for all parties involved.
Step 3: Final Review
If for any reason you feel your complaint has not been properly or fairly handled by the Traverse Wine Institute, you have the option to go directly to our mitigators WSET Global quality assurance team. You can ask in writing for their complaints and appeal policy by emailing qa@wsetglobal.com. This will only be addressed if the complainant has first gone through the first 2 steps of the Traverse Wine Institutes complaint policy.
Further Information
Accessibility and behavior standards
The Traverse Wine Institute aims to make our complaint and appeals policy easy to use and accessible for everyone. The act of filing a complaint will in no way be prejudice towards the complainant. A complainant will be treated with respect, courtesy, and fairness always, regardless of the outcome. We will not tolerate threatening, abusive, or unreasonable behavior by any complaint and will cease communication immediately if this occurs.
If for any reason a complainant needs to make reasonable adjustments, we will take the steps necessary for the complainant to access this policy, or any requests to provide responses in other formats.
Confidentiality and anonymity
Confidentiality for complainants will be guaranteed unless they opt to waive that right. Although the Traverse Wine Institute will not divulge the complainants name, the circumstances of the complaint could potentially make them identifiable to other parties involved in the investigation.
If the complainant wishes that their name be withheld from the investigation, the Traverse Wine Institute will not be able to provide information on the outcome other than to inform the complaint that it has been completed. If a complainant should choose to remain anonymous, there may be situations where it is not feasible to investigate a complaint without the knowledge of a name. An anonymous complaint, while it is accepted and taken with utmost seriousness, can limit the Traverse Wine Institutes power to investigate thoroughly. If an anonymous complaint is received, the Traverse Wine Institute will have to consider if there is enough viable information supporting the claim to enable further investigations.
Whistleblowing
If you have information that you would like to share confidentially on activity that you believe may be impacting the integrity of the Traverse Wine Institute, the WSET qualifications or the interest of our candidates, follow the process of our complaints policy above. Confidentiality and anonymity guidance outlined above is applicable.
Revision of Timescales
In some cases, it may be necessary to extend the time scale of an investigation. If the time scale must be revised the complaint will be notified. This will only occur if a case is deemed especially complex or is classified as a serious complaint or appeal, or in the case where a key individual involved in the case is out of contact for a period of time.
Reasons we may refuse your complaint
In some circumstances we may decide that we cannot investigate your complaint. These examples of reasons why are listed below:
Attempts to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given you our final decision
Where we have already investigated the matter for you under another process
Where the deadline for filing a complaint has passed
If the complaint is unreasonable
Conflict of Interest Policy
As an organization we are required to protect the interests of the Traverse Wine Institute as well as uphold the integrity of the qualifications and their associated organizations, that we offer. It is the duty of the Traverse Wine Institute to identify, monitor and manage actual and potential perceived conflicts of interest.
A conflict of interest exists when a person of the organization has interests or loyalties that could impair or is seemed to impair their judgement, objectivity, or loyalty to the Traverse Wine Institute and all its affiliate organizations.
Examples of conflicts of interest include, but are not limited to:
The undertaking of any assessment of candidates by an individual who has a personal interest in the results of the assessment for any or all individuals concerned.
The undertaking of any moderation of assessment of candidates by an individual from personal interest in the results of the assessment or any or all individuals concerned.
The tutoring of candidates by an individual involved in the assessment process, outside of scheduled classes.
The undertaking of a WSET qualification by any individual employed by the Traverse Wine Institute.
The Investigation of a non-compliance incident by someone who is unable to act impartially.
Some of these conflicts of interest can be managed and therefore acceptable. For example, if you are employed by the Traverse Wine Institute or affiliate organizations, measures can be put in place to maintain the integrity of an assessment.
Some conflicts of interest cannot be managed and are not acceptable. For example, it would be inappropriate for an individual involved in assessment to do personal tutoring, outside of scheduled classes to give advantage to individual candidates over others.
Identification of Conflicts of Interest
Any individual affiliated with the Traverse Wine Institute who becomes aware of a Conflict of Interest must inform the main contact and must inform the Quality Assurance team of the WSET at QA@wsetglobal.com in writing immediately. To report a conflict of interest to the Traverse Wine Institute please follow the procedures that are outlined in Complaints and Appeals Policy.
Privacy and Data Protection Policy
The Traverse Wine Institute is committed to always protecting your privacy and personal information. Any information you share with us, or that we receive from others, will be kept safe and only used in the manner of what this policy states.
This document informs you of what personal information we gather and what student data and information we pass to WSET global. For further investigation of the WSET’s Data and Protection Policy can be found online at https://www.wsetglobal.com/privacy-and-cookie-policy/#dataprivacypolicy
1.) How and what personal information we collect
We collect some or all the following information, depending on how you engage with us:
Your name, date of birth, gender, and contact details (including your postal address, phone numbers and email address).
Purchase and orders made by you or on your behalf from the Traverse Wine Institute.
Your payment details (which are encrypted) when you purchase our products or services online.
Your marketing preferences.
Your correspondence with us.
In the instance you apply for reasonable adjustments and/or special consideration regarding assessments, we will collect personal information relating to health, which is required for application support documents.
Your ethnicity and/or racial origin and other information which may be required by regulating bodies.
2.) Why we collect your personal information
We use your personal information for many different reasons. Below are some examples:
To register you as a candidate with WSET and enable you to sit exams for WSET qualifications.
To administer and conduct your exam, including planning for reasonable adjustments and/or special considerations.
To provide you with post results services such as inquiries against results and appeals and solicit feedback from you on WSET qualifications.
To send your information regarding the course or event for which you are registered (or what you have registered interest in).
To process sales of products or services you have purchased from us.
To manage your access or online study and resources, including but not restricted too, zoom, or google meet links, WSET online classroom and global campus, regarding which course you registered for with us.
3.) When we collect your information
Personal information will be collected when you directly provide it to us by registering for a hosted course or event and by agreeing to our terms and conditions. Also, by subscribing to our newsletter or engaging with us through social media, email, or our website. You always have the right to withdraw your consent.
4.) Special categories of personal information
We recognize certain categories of personal information such as health, and ethnicity are sensitive and therefore require more protection. We will only collect such information in connection with the provision for our services, for example if a candidate applies for reasonable adjustments or special considerations (see reasonable adjustment policy and/or special considerations policy). This would also include information on any disability or dietary restrictions that may impact our services provided and required adjustments to be made to provide acceptable service. We will only collect and process these special categories of personal information if there is a valid reason for doing so.
5.) Sharing your information with third parties
On occasion we will share some of your personal information with certain approved third parties, including applicable staff, examiners, suppliers, and WSET Global. We will only share your personal information and data specific to its use, such as the supporting evidence for Reasonable Adjustments and Special Considerations, which will be shared with WSET and handled in accordance with our privacy policy.
The data and personal information we collect for the WSET qualifications will be directly shared with the WSET as per our contract with them, and for necessary requirements to administer and teach their qualifications. For more information visit https://www.wsetglobal.com/privacy-and-cookie-policy/ about their Privacy and Data Protection Policies.
If any other third parties require us to share your information, we will let you know in advance via email and through our website. Specific details of what data we have shared are available to you upon request.
6.) Data and privacy changes and communications
We will ensure that all documentation of personal information collection will be transparent in how we are using your data and information. We will always provide access to our current policies through our website as well as inform you of significant changes made to this policy via the email you have provided.
We will not hold your personal information for longer than necessary for the purposes described within this policy. If this policy is updated in any way, we will seek to make you aware of any significant changes in communication through your provided email address.
You have the right inquire about what personal information we hold about you, how it is processed, if your information we hold is incorrect, or incomplete, or if your contact details change you can ask us to amend your information. For access, rectification, or deletion of your personal information, you can email info@traversewineinstitute.com. Upon request we will need to be satisfied that you do have the right for your personal information and be able to confirm your identity. This is not a guarantee, if we feel suspicious about the request in any way.
Diversity and Equality Policy
The Traverse Wine Institute is dedicated to the upholding principles of diversity and equality in all areas of its work, ensuring that all its staff, candidates, and other stakeholders are always treated fairly and equally. This policy applies to all the Traverse Wine Institute staff, any individual acting on behalf of the Traverse Wine Institute and the entire WSET global organization.
The Traverse Wine Institute assures equality of opportunity for candidates by:
Promoting open access to our courses and qualifications (within legal minimum age for the purchase of alcohol and assessment competence standards).
All supplementary materials supplied by and content written by Traverse Wine Institute and content written by will not discriminate unlawfully against anyone on the grounds of disability, age, marriage and civil partnership, gender reassignment, pregnancy and maturity, race, religion or belief, sex, and sexual orientation (within legal minimum age for the purchase of alcohol and assessment competence standards).
Allowing candidates with special educational needs, disabilities, or temporary injuries to access assessments with changing the demands of the assessment in line with our Reasonable Adjustment and Special Consideration policies.
Collating and monitoring data on candidate age, gender, ethnicity, and access arrangements, which are reportable in an anonymous format (see Privacy and Data Protection Policy).
Inviting feedback on diversity issues from candidates and other stakeholders.
Working in conjunction with relevant organizations as appropriate to develop measures to identity and prevent inequality of opportunity.
Review this policy regularly to ensure it continues to meet legislative and organizational requirements and is fit for purpose.
Any candidate who believes that they have been unfairly discriminated against by anyone involved with the Traverse Wine Institute should raise a complaint immediately (see Complaints Policy).
Please contact info@traversewineacademy.com for any inquiries about our diversity and equality or our policy or contact our local Traverse City Human Rights Commission at www.traversecitymi.gov/humanrights.asp
Reasonable Adjustments Policy
The Traverse Wine Institute seeks to assure that all candidates can be assessed fairly in a way that does not put any student at a disadvantage, or advantage, over the other students. In circumstances of a candidate with learning difficulty or disabilities, we strive to find a solution and reasonable adjustment for the exam, to fairly assess the students’ knowledge that does not put them in a disadvantageous circumstance. A reasonable adjustment is any action that the Traverse Wine Institute would take to reduce the effect of a disability or difficulty that would put the candidate at a significant disadvantage in the assessment situation.
A case for reasonable adjustment needs to be made to the Traverse Wine Academy in advance and an approved action plan by the WSET. This ensures that the candidate needed for reasonable exam adjustment is assessed fairly and ensures the quality of the WSET qualifications.
Examples of Reasonable Adjustments include, but are not limited to:
Changing standard assessment arrangements, for example allowing a candidate extra time to complete the assessment activity.
Adapting assessment materials, such as providing materials in a large text format.
Providing access facilitators during assessment, such as a sign language interpreter or reader.
Reorganizing the assessment room, such as removal of visual stimuli for an autistic candidate.
Procedure to Apply for Reasonable Adjustment
Candidates must identify at enrollment any requests for reasonable adjustment if it is at least 6 weeks prior to the exam date. If the candidate requests to enroll with reasonable adjustment requests any time after 6 weeks prior to the exam, the Traverse Wine Institute will not be able to approve reasonable adjustment and will suggest postponing to a later exam date (see Refund and Cancellation Policies).
After the reasonable adjustment request is submitted at enrollment the Traverse Wine Institute Exam officer will ask for supporting evidence. All supporting evidence entrusted to the Traverse Wine Institute will be protected and kept confidential (see Privacy and Data Protection Policy).
The Traverse Wine Institute Exam Officer will then submit the reasonable adjustment request to the WSET exams manager with the candidates supporting evidence.
The specific arrangements for the exam process itself, or the marking of the exam will be agreed on between the Traverse Wine Institute and the WSET, and the arrangements will be communicated to the candidate.
Please note that requests for reasonable adjustments where the candidate’s particular difficulty directly affects performance in the attributes that are the focus of the assessment are not appropriate.
A record of the reasonable adjustment request and application will be kept by the Traverse Wine Institute.
Special Consideration Policy
Special considerations are actions taken after the assessment to allow candidates who have been disadvantaged by temporary illness, injury, indisposition, or adverse circumstances at the time of the assessment to demonstrate attainment.
Special considerations will not give unfair advantage over candidates for whom special consideration is not being applied or alter the assessment demands of the qualification as detailed in the applicable specification.
Examples of special consideration include, but are not limited to:
Performance in an assessment is affected by circumstances beyond the control of the candidate. This may include recent personal illness, accident, bereavement, or exam room conditions.
Alternative assessment arrangements which were agreed in advance of the assessment proved inappropriate or inadequate.
The application of special consideration would not mislead the user of the certificate as two the candidate’s attainments.
Procedure to Apply for Special Consideration
Candidates must submit a special consideration request within 3 working days of the assessment date that the special consideration is being sought and must include supporting independent documentation for cause. All supporting evidence entrusted to the Traverse Wine Institute will be protected and kept confidential.
The Traverse Wine Institute Exam Officer will then submit the Special Consideration Application Form to the WSET Exam Manager with the candidates supporting evidence.
The WSET will review the application and determine if special considerations will apply and will inform the Traverse Wine institute on their decision.
Malpractice and Maladministration Policy
Students, administration, and all relevant parties must follow both the Traverse Wine Institute policies and procedures, to protect the interests of the students as well as safeguard the integrity of Traverse Wine Institute courses and qualifications. Noncompliance with the policies and procedures are explained and outlined below including actions taken if malpractice and/or maladministration should occur by either student or administration.
Malpractice is when non-compliance to the Traverse Wine Institute policies and procedures are intentional or is the result of negligence. Maladministration is when there is an accidental offense of non-compliance to the Traverse Wine Institute policies and procedures.
Not all offenses are definitive and may be a combination of both malpractice and maladministration. Maladministration can become malpractice in some incidents e.g., if corrective measures are not implemented or ignored, if the maladministration incident repeats, or an act of non-disclosure or misrepresentation following the incident. A malpractice incident may also become a maladministration if the incident is deemed an exonerating circumstance. The category of the incident will be investigated and determined by the WSET along with the actions to be taken to the offender(s).
Examples of malpractice or maladministration of the Traverse Wine Institute include:
Failure to carry out course or assessment delivery in accordance with WSET requirements.
Failure to adhere to WSET’s candidate registration and certification procedures.
Late student registrations.
Fraudulent claim for certificates/fraudulent use of certificates/reproduction or forgery of certificates.
Withholding information from WSET that is critical to maintaining the integrity and quality assurance of the qualifications
Insecure storage of assessment materials.
Breach of confidentiality.
Failure to disclose conflict of interest.
Issue of incorrect exam results/failure to issue results to students in a timely manner.
Unauthorized reading/amendment/copying/distribution of exam papers.
Failure to report changes in ownership/personal/location/facilities.
Denial of access to information, documentation, workforce, facilities.
Failure to respond to WSET in a timely manner.
Failure to return exam papers within the specified timeframe or to follow delivery and tracking regulations.
Infringement of WSET copyright, trademark, intellectual property rights and brand identity.
Use of a qualified and/or on registered educators or internal assessors.
Misleading advertising/publicity.
Examples of malpractice or maladministration by a student(s) include:
Failure to comply with the Traverse Wine Institute or WSET Policies and Procedures.
Failure to adhere to the Traverse Wine Institute Code of Conduct.
Submission of false or inaccurate information to gain a qualification.
Cheating, including the use of unauthorized devices or materials.
Disruptive behavior in an exam.
Plagiarism of any nature by student.
And personation (including forgery of signatures).
Any action likely to lead to an adverse effect.
Unauthorized reading/amendment/copying/distribution of exam papers.
Traverse Wine Institute Responsibilities
The Traverse Wine Institute must abide by the set policies and procedures. They are designed to protect the integrity of the institution and its qualifications in the interest of students, as well as ensuring regulatory requirements are met.
It is the duty of any member of the Traverse Wine Institute (staff and students) to report to the main contact, any potential maladministration or malpractice. If a student should witness an incident of malpractice or maladministration, they can refer to the complaints policy outlined previously for the procedure of how to file a complaint.
If a claim of malpractice or maladministration is made, the Traverse Wine Institute must report the potential non-compliance issue immediately to the WSET quality assurance: via phone and qa@westeglobal.com for a written account of events.
Examples of potential sanctions include, but are not limited to:
Sanctions Applicable to Students/Candidates
Sanction
Description
Written Warning
The student is issued with a written warning that if the offense is repeated then further specified sanctions will be applied.
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 12 months. This includes access to WSET materials.
Student Disqualification
The student is disqualified from participating in any courses or assessments leading to WSET qualifications. This includes access to WSET materials.
Disqualification from use of WSET post nominals
Actions that discredit the WSET may result in the student or graduate being banned from the use of WSET post-nominals.
Cancellations and Refunds
Students that wish to cancel and receive a refund for their course, must do so within 14 days of the course start date, when registration closes. If they decide to cancel after registration closes, there will be no refund. The student would have the option to postpone their exam/class at a later date and would only be charged a $25 administration fee.
If the Traverse Wine Institute should have to cancel the course, the student will be given two weeks’ notice and a full refund, or option to postpone to a later date. If the Traverse Wine Institute should have to cancel an exam, the students will be given at least three days' notice and an alternative date for the exam.