Conflict of Interest Policy

 

As an Approved Programme Provider (APP) of WSET, Corkscrew Solutions 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 Corkscrew Solutions processes and procedures.

 

This policy applies to all Corkscrew Solutions staff and students and to any individual acting on behalf of Corkscrew Solutions.

 

A Conflict of Interest exists where an individual has interests or loyalties that could adversely influence their judgement, objectivity, or loyalty to WSET or Corkscrew Solutions 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 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 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 a family member of one of Corkscrew Solutions’ educators or APP staff takes a qualification and exam through Corkscrew Solutions, or when an employee of Corkscrew Solutions, or of the WSET, takes a WSET qualification through Corkscrew Solutions, Corkscrew Solutions 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 Corkscrew Solutions who becomes aware of a Conflict of Interest must inform Peter Orr (info@corkscrewsolutions.com.au) as soon as possible. Peter Orr 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 Corkscrew Solutions decide that the conflict is not manageable, Peter Orr 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 Corkscrew Solutions because it is required to report such conflicts to WSET.

​

​

Reasonable Adjustment Policy

 

Both WSET and Corkscrew Solutions 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 Corkscrew Solutions 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

 

Corkscrew Solutions 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, Corkscrew Solutions 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, Corkscrew Solutions 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 Corkscrew Solutions (info@corkscrewsolutions.com.au) 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 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.

 

Corkscrew Solutions will keep records of all reasonable adjustment applications.

​

​

Cancellations and Refund Policy

 

Corkscrew Solutions will make every effort to ensure that payments for Wine & Spirit Education Trust (WSET) training are not processed before a course is confirmed as proceeding as advertised. Payment details may be requested on registration but will not be processed until course confirmation.

Course Terms and Conditions include cancellation and refund information as follows:

 

Cancellation and refund by Corkscrew Solutions: In the event that a course is cancelled due to unforeseen circumstance following confirmation, all payments will be refunded in full following consultation with you. You will also have the opportunity to transfer your enrolment to another course being offered by Corkscrew Solutions.

 

Withdrawal by you: In the event that you withdraw from a course, the following conditions will apply as described on your course Registration Form:

• Withdrawal prior to course confirmation – no payment will have been processed, and no refund is required.

• Withdrawal after course confirmation and up to 3 business days prior to course start date – a fee will be applied that reflects Corkscrew Solutions costs including administration, course materials and WSET fees/charges as follows:

  • Level 1 Award course - $135

  • Level 2 Award course - $250

  • Level 3 Award course - $420

  • ​

Payments received in excess of the applicable fee will be refunded in consultation with you.

• Withdrawal 3 business days or less before course start date/after course start – no refund will be available.

Under all withdrawal circumstances, Corkscrew Solutions will discuss with you any opportunity to provide a credit towards a future course.

​

​

Complaints and Appeals Policy

 

Corkscrew Solutions will make every effort to ensure that our Wine & Spirit Education Trust (WSET) services meet your expectations. In the event that our service does not meet your expectations, you are entitled to make a complaint. Corkscrew Solutions will investigate your complaint in a fair, impartial and timely manner. Any complaint received by Corkscrew Solutions will be received and handled in a confidential and respectful manner. Making a complaint will not prejudice you in any way. Resolving complaints often helps to improve our procedures.

​

The following information explains how to submit your complaint and what will happen once it has been received.

​

Submitting a complaint

​

If you have a complaint, it must be submitted to Corkscrew Solutions for investigation and resolution in the first instance. Your complaint must be submitted in writing to info@corkscrewsolutions.com.au with an explanation of the circumstances leading to your complaint. So that Corkscrew Solutions can respond in a timely manner, please include the following information:

• Your full name as supplied to Corkscrew Solutions in any previous correspondence

• Your contact details (email address and telephone number)

• An explanation of the circumstances that have occurred resulting in your complaint

• Any documents that support your complaint

• Details relating to any previous attempts to resolve the issue

​

Corkscrew Solutions will acknowledge receipt of your complaint within 3 business days. If you do not receive acknowledgement within 3 business days, contact Corkscrew Solutions by phone (0428 259 888).

 

What happens next

​

Corkscrew Solutions will assign a case officer, and their contact details (phone/email address) will be provided to you in writing at the time of acknowledging receipt of your complaint.

 

Corkscrew Solutions will investigate your complaint and may make requests for further information from you. Your timely response to any request for information will help with resolving the problem as soon as possible. In any case, Corkscrew Solutions will attempt to resolve your complaint within 20 business days of receipt. Any delay in this process will be advised to you in writing along with further information on the steps that remain to be taken.

​

Resolving your complaint

​

Corkscrew Solutions will provide you with a written response that clearly explains the outcome of the investigation process and a recommended resolution. It is requested that you respond in writing to this advice within 15 business days with your acceptance of the recommended resolutions or any further questions.

If you are not satisfied with the resolution provided, you must appeal the outcome within 15 business days of receiving the resolution. The appeal must be in writing with a clear explanation of your reason(s) for rejecting the resolution provided.

​

Corkscrew Solutions will at all times actively engage with you to resolve your complaint with a view to achieving a mutually agreeable outcome.

​

Further action

​

If Corkscrew Solutions cannot resolve the issue to your satisfaction, you may file your complaint directly with WSET’s Governance team (governance@wsetglobal.com). WSET will only review your complaint if all attempts to resolve the problem directly with Corkscrew Solutions in accordance with this policy, have not resolved the problem to your satisfaction.

​

​

Diversity and Equality Policy

 

Corkscrew Solutions encourages diversity and supports all Australian national and state discrimination, equity and diversity Acts and Legislation as provided in law. We do not advocate, support or practice discrimination based on race, religion, age, nationality, language, sex, intersex status, gender identity, sexual orientation, or disability as provided for in applicable legislation.

​

We will make all reasonable effort to ensure that people who engage with Corkscrew Solutions will benefit equally from our activities and support.

​

Corkscrew Solutions is also bound by agreement to meet diversity, equity and inclusion criteria as an Approved Program Provider of Wine & Spirit Education Trust (WSET) training in accordance with the WSET Code of Conduct. You can view the WSET Diversity, Equity, and Inclusion Policy by request to Corkscrew Solutions.

If you believe you have been unfairly treated by Corkscrew Solutions, report your concern to info@corkscrewsolutions.com.au or governance@wsetglobal.com.

​

​

Malpractice and Maladministration Policy

 

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

 

Non-compliance with Corkscrew Solutions 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 (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 Corkscrew Solutions 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

• Failure to follow WSET’s candidate registration and certification procedures

• 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 promptly

• 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, 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 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

 

For 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/distribution of exam papers

• Any action likely to lead to an adverse effect

• Breach of confidentiality

 

In general, Corkscrew Solutions also expects that both Corkscrew Solutions staff and students will treat others and be treated professionally and respectfully at all times. Corkscrew Solutions 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, Corkscrew Solutions aims to ensure compliance with WSET Policies and Corkscrew Solutions policies and will keep records of potential or actual malpractice or maladministration by students or staff.

 

Corkscrew Solutions 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.

 

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

 

During WSET’s investigation, they may reach out to Corkscrew Solutions 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.

 

WSET will consider all relevant information on a case-by-case basis, balancing the facts with potential or actual effects, and against the seriousness of the sanctions against those effects. WSET records all malpractice and maladministration incidents for both APPs and students. If WSET determines that a student has committed malpractice or maladministration, they may apply one or more of the following sanctions:

 

Sanctions Applicable to Students/Candidates