SIMDI Bev Academy Policies

Complaints and Appeals Policy
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At SIMDI Beverage Academy, we are committed to delivering a high standard of service and education. However, we acknowledge that there may be occasions when students or stakeholders feel dissatisfied. This policy ensures that complaints are handled fairly, promptly, and transparently, in line with WSET’s guidelines. 

‍Step 1: Complaints Addressed to SIMDI Beverage Academy All complaints should first be directed to SIMDI Beverage Academy. Students and stakeholders are encouraged to raise concerns as soon as possible to facilitate effective resolution. Complaints can be submitted via the following methods:    
•         Email: Send to wset@simdi.comwith the subject line “Complaint.”    
•         Phone: Call us at +960 330 7410for assistance or to request a complaints form.    
•         Post: Write to us at:
‍SIMDI Beverage Academy
‍G. ManaamBuilding
2/1Neeloafaru Magu Malé 20129
Republic of Maldives 

‍Details Required in a Complaint When submitting a complaint, please include:      
1.     Your full name, address, and contact information (email and phone number).      
2.     A detailed description of the complaint, including dates, locations, and parties involved.      
3.     Supporting documentation or evidence, if applicable.      
4.     Details of any previous attempts to resolve the issue.      
5.     The desired outcome or resolution. 

‍Acknowledgment and Resolution by SIMDI Beverage Academy    
•         Complaints will be acknowledged within 3working days of receipt.    
•         We aim to resolve complaints within 20working days. If additional time is required, we will provide regular updates and a revised timeline. If the matter cannot be resolved to your satisfaction, it may be escalated to WSET following the steps outlined below.    

‍Step 2: Complaints Escalated to WSET If youre main dissatisfied after fully exhausting SIMDI Beverage Academy’s complaints and appeals process, you may escalate your complaint to WSET. Complaints must be submitted within 6 months of the initial issue. 

‍Submit Your Complaint to WSET:    
•         Email: Send to governance@wsetglobal.com. 

‍Details Required:      
1.     Your full name, address, and contact information.      
2.     A clear description of the issue and dissatisfaction with the APP’s resolution.      
3.     Supporting evidence, including previous correspondence and documentation.      
4.     The outcome you hope to achieve. 

‍WSET Complaint Acknowledgment and Resolution:    
•         WSET will acknowledge your complaint within 3working days.    
•         A Case Officer will investigate the complaint, contacting involved parties if necessary.    
•         A final decision will be provided within 20working days of acknowledgment. 

‍Step 3: Appeals Process to WSET If you believe your complaint was not handled fairly or properly, you may submit an appeal to WSET. Appeals must be submitted within 10 working days of receiving WSET’s complaint outcome. 

‍Submit Your Appeal to WSET:    
•         Email: Send to governance@wsetglobal.com. 

‍Details Required:      
1.     Grounds for appeal: Explain why the complaint was not handled fairly or properly.      
2.     New supporting evidence not included in the original complaint.      
3.     The outcome you hope to achieve. 

‍WSET Appeal Acknowledgment and Resolution:    
•         Appeals will be acknowledged within 3working days.    
•         A Case Officer from WSET’s Governance Management Team will review the appeal.    
•         A final decision will be provided within 30working days of acknowledgment. The appeal outcome will be recorded in WSET’s Continual Improvement Plan and reviewed by the WSET Awards Supervisory Board to ensure consistent improvement of policies and procedures. 

‍Additional Notes      
1.     Complaints about refunds or cancellations must be addressed under SIMDI Beverage Academy’s Refunds and Cancellations Policy.      
2.     WSET will not review complaints about third-party payment plans.      
3.     Anonymous complaints will only be reviewed if sufficient evidence is provided.      
4.     Complaints submitted more than 6 months after the incident may not be considered unless there are exceptional circumstances. This policy ensures a fair and transparent process for addressing complaints and appeals. For assistance, please contact wset@simdi.com or call +960 330 7410. 

Conflict of Interest Policy
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Introduction
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‍SIMDI Beverage Academy is an Approved Program Provider (APP)for WSET qualifications. As part of this role, we are required to identify, manage, and monitor actual, potential, or perceived conflicts of interest(“Conflicts of Interest”). This policy complements WSET’s Conflict of Interest Policy and is designed to safeguard the integrity of WSET qualifications while ensuring fairness and transparency for students and staff. This policy applies to all SIMDI Beverage Academy staff, students, and any individuals acting on behalf of SIMDI Beverage Academy.

Definition of Conflict of Interest
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‍A Conflict of Interest exists when an individual’s personal interests, relationships, or loyalties could adversely influence their judgment, objectivity, or actions related to WSET qualifications.

Examples of Conflicts of Interest

‍The following are examples of conflicts of interest that may arise in the context of WSET qualifications. These examples are drawn directly from WSET’s guidelines and apply specifically to SIMDI Beverage Academy:                •             Assessment Conflicts: The assessment of candidates by an individual who has a personal interest in the result of the assessment.                
•             Moderation Conflicts: The moderation of assessments by an individual with a personal interest in the outcome of the moderation.                
•             Employee Qualifications: The undertaking of a WSET qualification by any individual employed by SIMDI Beverage Academy.                
•             Training and Invigilation: The invigilation of a WSET assessment by an individual involved in delivering the training leading to that assessment.                
•             Coaching and Assessment: The coaching of candidates by an individual involved in the assessment of candidate scripts.                
•             Dual APP Roles: The employment of individuals by SIMDI Beverage Academy who are also engaged in the delivery or assessment of WSET qualifications at another APP.                
•             Non-Compliance Investigations: The investigation of a non-compliance incident by someone unable to act impartially.

Managing Conflicts of Interest

‍Some conflicts of interest can be managed and are therefore acceptable. For instance:                
•             If an employee of SIMDI Beverage Academy undertakes a WSET qualification through our APP, this must be declared in advance to WSET. We will collaborate with WSET to implement appropriate measures, such as involving an external invigilator, to maintain the integrity of the process. However, certain conflicts are not manageable and are unacceptable. For example:                
•             It is not acceptable for an individual to act as both the educator and exam officer for a family member or close associate if no external invigilator is available.

Reporting and Resolution

‍If a staff member, student, or individual acting on behalf of SIMDI Beverage Academy identifies a potential Conflict of Interest, they must report it immediately to the designated contact person:

‍Conflict of Interest Contact: Adam Ramic
‍Email: adam@simdi.com 

The designated contact person will notify WSET’s Quality Assurance team at QA@wsetglobal.com. SIMDI Beverage Academy will not attempt to manage conflicts independently without prior guidance from WSET.

Consequences of Non-Disclosure

‍Failure to declare a Conflict of Interest may lead to consequences for the individual and/or SIMDI Beverage Academy, as it would constitute a breach of WSET’s policies. WSET may apply sanctions in accordance with its Malpractice and Maladministration Policy. 

‍Commitment to Integrity SIMDI Beverage Academy is committed to maintaining a fair and impartial environment for all participants in WSET qualifications. By adhering to this policy, we aim to uphold the highest standards of integrity and ensure confidence in our processes. For any questions or concerns about this policy, please contact us directly.

Malpractice and Maladministration Policy
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SIMDI Beverage Academy and WSET are committed to upholding the integrity of WSET qualifications by preventing and managing instances of malpractice and maladministration. This policy outlines how we handle non-compliance, report concerns, and ensure alignment with WSET’s official procedures.

Definitions      
1.     Maladministration: Unintentional non-compliance due to mistakes, carelessness, inexperience, or poor processes.      
2.     Malpractice: Intentional, negligent, or reckless non-compliance that compromises the integrity of WSET qualifications. 

Although distinct, maladministration can escalate into malpractice if corrective measures are not taken or if incidents are repeated. Each case will be reviewed in context. 

Examples of Malpractice and Maladministration 

‍By SIMDI Beverage Academy:    
•         Failure to adhere to WSET policies and procedures.    
•         Late or incorrect student registration.    
•         Insecure storage or unauthorized access to exam materials.    
•         Falsification of results or fraudulent certificate claims.    
•         Misrepresentation of WSET qualifications or misuse of branding.    
•         Hiring unqualified or unregistered educators.    
•         Failure to disclose conflicts of interest.    
•         Breach of confidentiality or copyright infringements. 

‍By Students:    
•         Cheating or assisting others in cheating (e.g., unauthorized materials, devices).    
•         Disruptive behavior during exams.    
•         Plagiarism or impersonation (including signature forgery).    
•         Unauthorized access to or tampering with exam materials.    
•         Any action that could damage WSET’s reputation or compromise assessment integrity.

Managing Non-Compliance 

If WSET identifies malpractice or maladministration, they will assess its impact and determine appropriate actions. While WSET ensures that uninvolved students are not unfairly penalized, serious cases may result in disqualification or certificate revocation. 

‍Possible Sanctions for Students:    
•         Written Warning: A formal notice outlining the offence and consequences of repeated violations.    
•         Exam Result Nullification: The student’s exam result may be invalidated, and certificates may be recalled.    
•         Disqualification from a Qualification: The student is prohibited from completing the qualification and enrolling in any further WSET courses for 12 months.    
•         Permanent Disqualification: The student is barred from pursuing WSET qualifications indefinitely.    
•         Restriction on Use of WSET Credentials: Misuse of WSET-certified logos or postnominals may result in removal of certification privileges. 

‍Reporting and Investigating Malpractice or Maladministration

Reporting Concerns
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‍If a student, staff member, or third party suspects malpractice or maladministration, they must report it immediately. 
‍How to report concerns:    
•         Internal Reports: Submit a formal complaint through our Complaints Policy.    
•         Direct Contact: Email Adam Ramic at wset@simdi.com with:          
•   A description of the incident.          
•   Names of individuals involved.          
•   Supporting evidence, if available. 

‍What Happens Next?    
•         SIMDI Beverage Academy will maintain records of all reported incidents.    
•         WSET will be notified of any potential or actual malpractice/maladministration.    
•         SIMDI will fully cooperate with WSET’s investigation, providing all necessary information. 

‍Important: SIMDI Beverage Academy’s internal process does not substitute or interfere with WSET’s formal investigation. If WSET determines that an independent review is required, all parties involved must comply promptly.

What to Do If You Witness Malpractice or Maladministration 

Students or staff who overhear, observe, or suspect any form of malpractice/maladministration should report it confidentially via the Complaints and Appeals Policy. Reports will be treated seriously and investigated accordingly. 

‍Expected Behavior and Misconduct 

All students and staff at SIMDI Beverage Academy must conduct themselves professionally. Any inappropriate behavior—such as verbal or physical abuse, persistent demands, or threats—will be considered misconduct and may be reported to WSET. Appeals If a student wishes to appeal a sanction imposed by WSET, they must follow WSET’s official complaints and appeals process. Appeals must be submitted promptly and will be reviewed on a case-by-case basis. This policy ensures transparency, fairness, and accountability while safe guarding the credibility of WSET qualifications. For further inquiries, contact wset@simdi.com.

Non-Discrimination and Equality Policy
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Introduction

‍SIMDI Beverage Academy is committed to promoting fairness and equal opportunities for all students and staff while adhering to the cultural and legal framework of the Maldives. This policy ensures that everyone involved in WSET qualifications is treated respectfully and without bias, within the guidelines of Maldivian law.

Policy Statement
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‍SIMDI Beverage Academy values professionalism, integrity, and fairness in all its operations. Discrimination based on race, nationality, disability, age, or gender will not be tolerated. Activities at SIMDI Beverage Academy will strictly comply with Maldivian law, including provisions concerning religion and cultural practices.

Scope

‍This policy applies to:    
•         Students and candidates    
•         Staff, educators, and invigilators    
•         Contractors, suppliers, and service providers    
•         Visitors and external stakeholders

Principles      

1.     Equal Opportunity All educational and employment opportunities at SIMDI Beverage Academy are provided based on merit and professionalism. Decisions regarding enrollment, employment, or other services are free from unlawful bias or favoritism.      
2.     Non-Discrimination SIMDI Beverage Academy prohibits discrimination or bias based on:          
•   Race, nationality, or ethnicity          
•   Disability or medical condition          
•   Age          
•   Marital or parental status All operations, including student selection and staff hiring, respect Maldivian laws and Islamic principles.      
3.     Accessibility and Inclusivity Reasonable accommodations will be provided for students with disabilities or special needs, where such adjustments are feasible and do not conflict with Maldivian regulations.      
4.     Professional Conduct All individuals are expected to act respectfully and professionally. Harassment, bullying, or victimization will not be tolerated, and complaints will be handled promptly and appropriately.

Commitments    

•         Awareness: SIMDI Beverage Academy will provide ongoing training to ensure that staff and educators are equipped to deliver WSET qualifications professionally and fairly.    
•         Cultural Compliance: All activities, materials, and engagements will respect Maldivian cultural and religious norms.    
•         Monitoring: Compliance with this policy will be reviewed regularly, and improvements will be implemented as needed to meet both WSET standards and local laws.    
•         Reporting Issues: Any incidents of discrimination, harassment, or unfair treatment should be reported to the designated Equality Officer for investigation and resolution. 
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‍Legal Framework Thispolicy aligns with Maldivian laws, including:    
•         Article17 of the Constitution of the Maldives: Prohibits discrimination and ensures equality before the law.    
•         Employment Act (2008): Mandates fair treatment and prohibits workplace discrimination.    
•         Persons with Disabilities Act (2010): Ensures access and accommodation for individuals with disabilities. SIMDI Beverage Academy acknowledges the legal restrictions in the Maldives regarding religious and cultural practices and will operate in full compliance with these laws. 

‍Accountability The Equality Officer is responsible for ensuring adherence to this policy and addressing any breaches. All stakeholders are encouraged to uphold these principles to foster a respectful and inclusive environment. 

‍Review and Updates This policy will be reviewed annually or as needed to ensure it remains consistent with WSET expectations and Maldivian laws. Changes will be communicated to all relevant parties promptly. For further information or to raise a concern related to this policy, pleasecontact: 

‍Email: wset@simdi.com

Reasonable Adjustments Policy

SIMDI Beverage Academy and WSET are committed to ensuring that WSET qualifications are accessible and fair for all candidates. This policy outlines the framework for identifying, requesting, and implementing reasonable adjustments to assessments and course materials, ensuring no candidate is disadvantaged due toa disability or differing ability.

Definition of Reasonable Adjustments 

A reasonable adjustment is an accommodation or arrangement designed to reduce the impact of a known disability or difficulty that substantially disadvantages a candidate’s ability to complete an assessment. Adjustments must:    
•         Be approved by WSET in advance of the assessment.    
•         Ensure no unfair advantage is given to the candidate.    
•         Maintain the reliability and validity of the assessment outcomes as outlined in the qualification specification. Adjustments cannot be made if the difficulty directly affects performance necessary for achieving the assessment outcomes (e.g., inability to taste for a tasting-based exam).

Examples of Reasonable Adjustments 

Reasonable adjustments may include, but are not limited to:    
•         Allowing additional time to complete an exam.    
•         Providing adapted exam materials (e.g., large text format).    
•         Permitting access facilitators, such as a sign language interpreter or a reader.    
•         Enabling the use of assistive technology.    
•         Reorganising the exam room to reduce visual or auditory distractions.

Reasonable Adjustments for Course Materials 

In addition to assessment adjustments, SIMDI Beverage Academy and WSET aim to provide adapted course materials to accommodate candidates with special educational needs or disabilities. Requests for adapted materials should be discussed during the enrolment process to allow sufficient time for preparation and approval.

Applying for a Reasonable Adjustment      

1.     Notification During Enrolment:          
•   SIMDI Beverage Academy will inform candidates of their right to request reasonable adjustments during enrolment.          
•   Candidates are encouraged to disclose any specific needs that may require adjustments.      
2.     Submission of Requests:          
•   Candidates must complete the
‍Reasonable Adjustment Application Form and provide supporting evidence (e.g., medical certificates or educational reports).          
•   The completed form and evidence must be submitted to SIMDI Beverage Academy at least:                  
•    30working days before the exam for Levels 1–2 qualifications.      
3.     Approval Process:          
•   SIMDI Beverage Academy will forward the request to WSET’s Exams team for review.          
•   WSET will evaluate each application on a case-by-case basis, consulting independent agencies if required.       4.     Implementation of Adjustments:          
•   Once approved, SIMDI Beverage Academy will liaise with WSET to organize specific arrangements.          
•   Adjustments may include modifications to the exam process or marking.

Responsibilities of SIMDI Beverage Academy    
•         Provide clear information on the Reasonable Adjustments Policy during enrolment.    
•         Ensure all applications are submitted to WSET within the required timelines.    
•         Maintain confidentiality and handle candidates’ information in compliance with data protection laws.    
•         Collaborate with WSET to implement approved adjustments effectively.

Limitations of Reasonable Adjustments 

Reasonable adjustments:    
•         Must not compromise the assessment’s reliability, validity, or qualification integrity.    
•         Will not be granted if the candidate’s difficulty directly impacts the performance required to achieve the qualification outcomes. 

‍Contact for Reasonable Adjustments For questions or to request adjustments, candidates can contact:    
•         SIMDI Beverage Academy Exams Team Email: wset@simdi.com

Data Privacy Policy
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Introduction 

SIMDI Beverage Academy is committed to protecting the privacy and security of all personal data collected in relation to WSET courses and examinations. This policy outlines how we collect, process, store, and share candidate data, ensuring compliance with WSET’s privacy and data protection policies.

1. Data Collected & Purpose of Processing 

As an Approved Programme Provider (APP) for WSET, SIMDI Beverage Academy collects and processes candidate data strictly for the administration and certification of WSET qualifications. The personal data collected includes:    
• Full Name – Required for exam registration and certification.    
• Date of Birth
• Email Address – For exam communications, certification updates, and WSET-related notices.    
‍• Documents for Reasonable Adjustments & Special Considerations – If a candidate applies for special accommodations, supporting documentation (e.g., medical certificates) is required and shared with WSET. 

This data is collected only for the purpose of WSET qualification administration and is processed securely.

2. Data Sharing with WSET 

To facilitate WSET course registrations, examinations, and certifications, SIMDI Beverage Academy is required to share candidate data with WSET. Once shared ,this data is processed according to WSET’s Privacy Policy. 
Candidates can review WSET’s Privacy Policy for further details on how WSET handles personal data:

‍WSET Privacy Policy

3. Data Storage & Security
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• All candidate data is stored securely and accessed only by authorized personnel.
• Personal data is not shared with third parties outside of WSET unless legally required.
• Data related to examinations and certifications is retained for five (5) years for administrative purposes.            
‍• After the retention period, data is securely deleted in compliance with data protection regulations.

4. Candidate Rights
Candidates have the right to:
• Request access to their personal data.
• Request correction of inaccurate or incomplete data.
• Withdraw consent for data processing (though this may impact exam registration or certification).
• Raise concerns about data handling with SIMDI Beverage Academy or directly with WSET. Requests regarding personal data should be directed to: Email: wset@simdi.com

5. Changes to This Policy 

SIMDI Beverage Academy reserves the right to update this policy in line with changes to WSET policies or local data protection regulations. Any updates will be communicated to candidates as required. For any questions or further clarification, please contact us at: wset@simdi.com

Special Consideration Policy
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Introduction

‍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 exam. Special consideration is only for things that happen immediately before or during an exam that has a material impact on the student’s ability to take the exam, or on their performance. To be eligible for special consideration, a student must have covered the whole course and would have been fully prepared if not for the temporary illness, injury, or other uncontrollable event. Special consideration may be for an individual (e.g., a candidate becomes ill the day of the exam) or a group of candidates (e.g., an exam is interrupted by a natural disaster).

A candidate may be eligible for special consideration if:
• Performance in the exam is adversely affected by an event outside of their control. This may include a temporary, temporary injury, bereavement, or exam room condition.
• Reasonable adjustments which were agreed in advance of the exam proved inappropriate or inadequate.
• The application of special consideration would not mislead the user of the certificate as to the student’s ability to satisfy the qualification’s assessment criteria. Please note that WSET Awards do not offer ‘Aegrotat’ awards and that all assessment requirements of WSET qualifications must be met.

Applying for special consideration

‍SIMDI Beverage Academy Exam Team will submit a Special Consideration Application Form to WSET Awards within 7 working days of the affected exam date. If there has been serious disruption during an exam, in cases of serious disruption during the examination, the Examinations Officer must submit a detailed report of the circumstances and students affected when returning the completed exam papers. SIMDI Beverage Academy Exam Team will keep records of all applications for special consideration.