Policies

Complaints policy

Galerie K Paris Sarl aims to provide consistently excellent level of service to students. Whilst every care is taken to ensure high quality standard, there may be occasions where we fall short. Where this is the case, we would like the opportunity to improve our service by listening and responding, taking whatever action is needed to put mistakes right and to prevent from happening again.

Policy aim and purpose

Galerie K Paris Sarl is committed to providing individuals directly affected by our services with the opportunity to provide feedback on whether or not standards have been met. We can assure students that they will be listened to and that all feedback received, both positive and negative, will be acknowledged.

Definition of a complaint

A complaint is an expression of dissatisfaction about the standard of service, action or lack of action by Galerie K Paris Sarl, a member of their staff or a representative, affecting a stakeholder or group of stakeholders, especially Galerie K Paris Sarl students/candidates.

Equality of access and treatment

Complaints can be made by an individual stakeholder or group of stakeholder who have been adversely affected by or have witnessed, the cause of dissatisfaction, or someone acting on behalf of the affected stakeholder (referred to as third parties).

Students/candidates (complainants) wishing to raise dissatisfaction about services provided by Galerie K Paris Sarl must address their concern directly to us.

The parties submitting a complaint on behalf of the complainant may only do so with written permission to represent the complainant and their interests. This must be presented to and accepted by WSET Awards.

Anonymous complaints

Receiving a complaint from an unidentified source potentially limits Galerie K Paris Sarl power to effectively investigate that complaint. However, if an anonymous complaint is received, Galerie K Paris Sarl will consider if there is enough information in the complaint to enable further investigation.

How to make a complaint

  • In case you are dissatisfied with the services provided by Galerie K Paris, we invite you to contact us at Tel +33 1 40 28 42 65. for an informal discussion, in response to which we will aim to resolve the concern as quickly as possible. Please be ensured that your claim will be handled confidentially and your complaint will not prejudice you.
  • In case you are dissatisfied, the next step will be the formal process to be submitted in writing to Galerie K Paris Sarl, 9 rue des Capucines, 75001 Paris. Your complaint mus provide the following:
    • Name, address and contact information
    • Full details of the complainant i.e. the cause of dissatisfaction with operations, actions or behavior
    • All supporting information i.e. relevant documentation, dates, locations, any witnesses
    • Details of any previous attempts to resolve the identified dissatisfaction

    Galerie K Paris Sarl, will acknowledge receipt of your complaint with 3 working days of receipt of complaint.
    Feedback will be issued within 20 working days of receipt. The time-frame will depend on the complexity of the issue and may take longer.

  • Should you then be still dissatisfied and request a further review, an escalation to the General Manager of Galerie K Paris Sarl (Representative of WSET APP. Approved Programme Provider) will be possible. Your claim in writing will have to be submitted to Galerie K Paris Sarl, 9 rue des Capucines, 75001 Paris. Your complaint must provide the following:
    • Name, address and contact information
    • Full details of the complainant i.e. the cause of dissatisfaction with operations, actions or behavior
    • All supporting information i.e. relevant documentation, dates, locations, any witnesses
    • Details of any previous attempts to resolve the identified dissatisfaction

    Your complaint will then be acknowledged within 3 days of receipt. Feedback will be issued within 20 working days of acknowledgment date. The time-frame will depend on the complexity of the issue and may take longer.

  • Unresolved complaints can be escalated to WSET Awards, who have their own complaints procedures.
  • Formal complaints are submitted in writing by complainants to Galerie K Paris Sarl; the complainant must provide the following:
    • Name, address and contact information
    • Full details of the complainant i.e. the cause of dissatisfaction with operations, actions or behavior
    • All supporting information i.e. relevant documentation, dates, locations, any witnesses
    • Details of any previous attempts to resolve the identified dissatisfaction
    • What action or response they seek to resolve the dissatisfaction.

    Please be aware that the time-frame will depend on the complexity of the issue.

Appeals

WSET Awards has an appeals process and complainants can contact Galerie K Paris Sarl to request the relevant forms.

Please be aware that an appeal process is an appeal against a decision that WSET Awards have made such as disqualification.

All appeals must be received by Galerie K Paris Sarl within 7 working days of receipt of the complaint outcome from the WSET Awards.

Examination Feedback, Enquiries and Appeals

Candidates requiring feedback and/or an enquiry (re-mark) on their examination paper should contact Galerie K Paris Sarl and request an Enquiry and Feedback Form. The form must be completed and submitted through Galerie K Paris Sarl to WSET Awards along with the appropriate fee within 5 weeks of the date of the examination. Any request received outside this time-frame will not be reviewed. Feedback and enquiries will be issued within 10 weeks of receipt.

Any candidate dissatisfied with the result of an enquiry of an examination paper should contact Galerie K Paris Sarl and request an Appeal against Enquiry Application Form, which must be completed and returned through Galerie K Paris Sarl to WSET Awards, together with the appropriate fee no more than 7 working days following notification of the enquiry decision. Appeals received outside this time-frame will not be reviewed. Appeals will be issued within 10 weeks of receipt.

Conflict of Interest Policy

This policy applies to all WSET Awards staff and to any individual acting on behalf of WSET Awards. Galerie K Paris Sarl has adopted the same conflict of interest policy which complements the provisions set out below.

Definition of Conflict of Interest

A Conflict of Interest exists where an individual has interest or loyalties that could adversely influence their judgement, objectivity or loyalty to WSET Awards when conducting activities associated with WSET qualifications.

Examples of Conflict of Interest in the context of an awarding organization include:

  • The undertaking of any assessment of candidates by an individual who has a personal interest in the result of the assessment for any or all individual concerned;
  • The undertaking of any moderation of assessment of candidates by an individual who has a personal interest in the result of the assessment for any or all individual concerned;
  • The tutoring of candidates by an individual involved in the assessment process;
  • The undertaking of a WSET qualification by any individual employed by Galerie K Paris Sarl;
  • The undertaking of a WSET qualification by any individual employed by WSET Awards;
  • 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 or the authoring of examination questions;
  • The employment by Galerie K Paris Sarl of individuals engaged in the delivery of taught programmes or in the role of Internal Assessor in another APP.

Some of these Conflicts of Interest can be managed and are therefore acceptable. For example, the marking of WSET Level 3 tastings assessment by Internal Assessors is verified by WSET Awards to mitigate the risk of a conflict of Interest. Similarly, where an employee of the WSET or one of Galerie K Paris Sarl undertakes a WSET qualification, measures can be put in place to maintain the integrity of the assessment, provided this has been notified to WSET Awards in advance.

Some Conflicts of Interest cannot be managed and are not acceptable. For example, it would be inappropriate for an individual involved in the authoring of examination questions or the compilation of examination papers to teach or coach students.

Management of Conflict of Interest

WSET Awards has procedures in place to manage specific Conflicts of Interest. This includes the exclusive involvement of WSET Awards in the creation of all assessments materials, moderation of all internal assessments conducted by APPs including Galerie K Paris Sarl and moderation of all written examinations not marked by optical mark readers. Other Conflicts of Interest will be managed on a case-by-case basis.

Data Protection Policy

WSET Awards and Galerie K Paris Sarl are required to comply with privacy and data protection laws. By submitting data to WSET Awards and Galerie K Paris Sarl, individuals authorize them to process data in accordance with this policy.

Definition of Data

Data refers to information held about an individual that may be processed by WSET Awards and Galerie K Paris Sarl in order for them to carry out their function as an awarding organization (the former) and an APP. Approved Programme Provider (the latter). This includes data relating to a living individual who can be identified from that data (or from that data and other information in the possession of WSET Awards and Galerie K Paris Sarl. It may also include certain categories of sensitive personal data, e.g. information about an individual’s racial or ethnic origin or their physical or mental health or condition which we may be required by the Regulator to collect in connection with the delivery of WSET qualifications.

How WSET Awards processes candidate data

WSET Awards and Galerie K Paris Sarl have a legitimate interest in collecting and processing personal data including a candidate’s name(s), date of birth, gender and email address for the purposes of examining and awarding WSET qualifications and collecting feedback from candidates. In some cases, additional information (which may include sensitive personal data relating to health) will be collected to support the requests for reasonable adjustment and a special consideration. Such personal data will be supplemented by the result of examinations and assessments undertaken by the candidate.

A candidate’s personal data will only be collected from Galerie K Paris Sarl in the context of examination registrations and/or certification claims. It will not be used neither by WSET Awards nor Galerie K Paris Sarl other than for the administration of the examinations process, conducting assessments and certifying results. Personal data within candidate’s work will be collected and processed by WSET Awards and Galerie K Paris Sarl for the purpose of making and issuing examination result and providing candidates with post-results services. In order to achieve this, some personal information may be transmitted to third parties such as examiners outside of the European Economic Area.

Data protection arrangements

Both WSET Awards and Galerie K Paris Sarl have the following procedures in place to safeguard data collected by them as an awarding organization (the former) and an APP. Approved Programme Provider (the latter):

  • All WSET Awards staff, students and APPs and educators have access to this policy;
  • All APPs are 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 WSET Awards and Galerie K Paris Sarl is not used for marketing purposes or shared with third parties;
  • No personal data is disclosed to anyone outside WSET and Galerie K Paris Sarl without the prior written consent of the individual;
  • Access to personal information on the WSET Awards and Galerie K Paris Sarl database is restricted to authorized users;
  • All records are kept accurate and up-to-date as far as practicable, WSET Awards relies on individuals and Galerie K Paris Sarl to communicate any changes; and
  • Where WSET Awards and/or Galerie K Paris Sarl send(s) email correspondence to multiple recipients, recipients will be blind-copied.

Data security arrangements

WSET Awards has appropriate measures in place to ensure the data held on its systems is secure. In the event of an unauthorized 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.

Diversity and Equality Policy

WSET Awards and Galerie K Paris Sarl are committed to upholding the principles of diversity and equality in all areas of their work. We ensure that all candidates and other stakeholders are treated fairly and equally at all times.

This policy applies to all WSET staff and to any individual acting on behalf of WSET Awards. Galerie K Paris Sarl has adopted the same diversity and equality policy which complements the provisions set out below.

WSET Awards and Galerie K Paris Sarl assure equality of opportunity for candidates by:

  • Promoting open access to WSET qualifications (having regard to the legal minimum age for the retail purchase of alcohol and assessment competence standards);
  • Ensuring that the format and content of all specifications, examinations and other WSET Awards materials do not discriminate unlawfully against anyone on the ground of disability, age, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion or belief, sex and sexual orientation (having regard to the legal minimum age for the retail purchase of alcohol and assessment competence standards)
  • Allowing candidates with special educational needs, disabilities or temporary injuries to access WSET assessments without changing the demands of the assessment in line with its Reasonable Adjustment and Special Consideration policies;

Candidates who are believe they may have been unfairly discriminated against by Galerie K Paris Sarl should raise this with us in the first instance.

Reasonable Adjustments Policy

WSET Awards and Galerie K Paris Sarl seeks to assess all candidates in a way that puts them at no disadvantage, or advantage, over other candidates.

A reasonable adjustment is any action that helps to reduce the effect of a disability or difficulty that places the candidate at a substantial disadvantage in the assessment situation. Reasonable adjustments are approved by WSET Awards and put in place by Galerie K Paris Sarl before the assessment activity takes place; they constitute an arrangement to give the candidate access to the qualification. The use of a reasonable adjustment is not taken into consideration during the assessment of a candidate’s work.

Reasonable adjustments must not give unfair advantage over candidates for whom reasonable adjustments are not being made or affect the reliability and validity of the assessment outcomes as detailed in the applicable Specification.

Reasonable adjustments may involve:

  • Changing standard assessment arrangements, for example allowing candidates extra time to complete the assessment activity;
  • Adapting assessment materials, such as providing materials in large text format;
  • Providing access facilitators during assessment, such as a sign language interpreter or reader;
  • Re-organising the assessment room, such as removal of visual stimuli for an autistic candidate.

Applying for a reasonable adjustment

Candidate must inform Galerie K Paris Sarl at the time of candidate enrolment, and anyhow at least 5 weeks before the examination date, about any special needs which may require a reasonable adjustment at the time of the examination. Candidate must attach supporting evidence of his/her request

WSET Awards and/or Galerie K Paris Sarl reserves the right to seek the evidence of independent agencies as appropriate in coming to a decision on specific arrangements. Please note that Galerie K Paris Sarl may not offer reasonable adjustment to any candidates until this has been agreed with WSET Awards.

Candidates and their advisors should be aware that it is not appropriate to make requests for reasonable adjustments where the candidate’s particular difficulty directly affects performance in the attributes that are the focus of the assessment.

Special Consideration Policy

Special consideration is an action taken after an 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 consideration 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.

A candidate may be eligible for special consideration if:

  • Performance in an assessment is affected by circumstances beyond the control of the candidate. This may include recent personal illness, accident, bereavement or examination 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 to the candidate’s attainment.

Please note that WSET Awards does not offer aegrotat awards and that all assessment requirements of WSET qualifications must be met.

Applying for special consideration

Candidates must submit WSET Awards through Galerie K Paris Sarl a Special Consideration request within 3 working days of the assessment date for which special consideration is being sought. Eligibility will only be considered if accompanied by supporting independent documentation.

Malpractice and Maladministration Policy

The aim of this policy is to protect the interest of WSET and Galerie K Paris Sarl students and safeguard the integrity of WSET qualifications by ensuring compliance with WSET Policies and Procedures.

Non-compliance with WSET Policies and Procedures generally falls into one or two categories:

  1. Maladministration, where non-compliance is accidental rather than intentional; and
  2. Malpractice where non-compliance is intentional or the result of negligence.

The boundaries between maladministration and malpractice are not clear-out. Some incidents may fall into either category depending on the wider context. Whether a situation is maladministration or malpractice will be determined by WSET Awards following an investigation.

Malpractice or maladministration by Galerie K Paris Sarl may include:

  • Failure to carry out course or assessment delivery in accordance with WSET Awards requirements;
  • Failure to adhere to WSET Awards’ candidate registration and certification procedures;
  • Late student registrations;
  • Fraudulent claim for certificates/fraudulent use of certificate/reproduction or forgery of certificates;
  • Issue of incorrect exam results/failure to issue results to students in a timely manner;
  • Use of unqualified and/or unregistered educators or internal assessor;
  • Misleading advertising/publicity.

Malpractice by students may include:

  • Fraudulent claim for certificates/fraudulent use of certificate/reproduction or forgery of certificates;
  • Withholding of information from WSET Awards which is critical to maintaining the rigour of quality assurance;
  • Submissions of false or inaccurate information to gain a qualification;
  • Cheating, including the use of unauthorized devices or materials;
  • Disruptive behaviour in an examination;
  • Plagiarism of any nature by students;
  • Impersonation (including forgery of signatures);
  • Any action likely to lead to an adverse effect;

Notifications about malpractice and maladministration must be notified in writing (email is accepted) and should include:

  • A detailed account of the circumstances surrounding the suspicions and allegations;
  • Details of any consequent actions or investigations carried out by the centre;
  • Any extenuating circumstances (e.g. medical reports)
  • Any unauthorised materials found during assessment;
  • Written statements signed and dated by any individuals involved.
  • WSET Awards will acknowledge receipt of a non-compliance notification via e-mail within 7 working days.

Investigations by WSET Awards

The time-frame for investigations carried out by WSET depend on the complexity of the issue

Where there are ground to suspect malpractice or maladministration against a student, certification may be suspended until the investigation has been completed and any sanctions applied.

During the investigation, WSET Awards may:

  • Request further information from any party involved;
  • Conduct interview (face-to-face, online, written) with individuals;
  • Require Galerie K Paris Sarl to carry out an internal investigation.

Management of non-compliance

If malpractice or maladministration is identified, WSET Awards will consider its impact and may apply sanctions accordingly. WSET Awards will take all reasonable steps to ensure that students who are affected by malpractice or maladministration through no fault of their own are not disadvantaged. However, in some cases, it may be necessary to disallow or withhold results and/or certificates.

In case of student Malpractice, WSET Award may consider the following:

Sanctions Applicable to Students
Sanction Description
Written Warning The student is issued with a written warning that if the offence is repeated within a set period of time then further specified sanctions will be applied.
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 qualification for a period of 12 months
Student Disqualification The learner is disqualified from participating in any courses or assessments leading to WSET qualifications.

Appeals

Individual that wishes to consider appealing against penalties or sanctions imposed by WSET Awards should contact Galerie K Paris Sarl at first instance.

Cancellation by the participant

Any cancellation requests have to be sent to the following e-mail address: infop@galeriekparis.com

The following charges will be applied:

  • Cancellations up to 15 working days prior to the start of the course: Euro 50,00 plus the full cost of the study material supplied will be refunded to the participant.
  • Cancellation in the 15 working days prior the start of the course: no refund will be possible.

Transfers: up to 15 working days prior to the start of the course the participant may request the transfer to another course organized by Galerie K Paris Sarl against a fee of Euro 50,00 plus the full cost of the study material already supplied.

Cancellation by Galerie K Paris Sarl

Galerie K Paris Sarl reserves the right to cancel or to postpone a course. In this case the total amount paid by the participant will be fully refunded, unless the participant agrees to consider this amount to enroll for another course at his/her convenience.

If the minimum number of students for a course is not reached (min. 4 students ?) Galerie K Paris Sarl reserves the right to cancel the course.

Special conditions

Examination candidates who have special examination requirements, which are supported by independent written assessment, are requested to notify Galerie K Paris Sarl at the time of enrolment, anyhow at least five weeks before the start of the course. Further guidance for candidates is available.

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