投訴和申訴
We always strive for high standards. However, as there may be occasions we fall short, this policy has been developed to ensure that all students/candidates of MWEC are given access to a fair complaints resolution and appeals process.
Any student/candidate of MWEC who believes they have experienced incorrect, inappropriate or unfair treatment and/or are dissatisfied with the standard of service of MWEC, is entitled to access the complaints and appeals process set out in this policy. The student/candidate can address his/her dissatisfaction to MWEC based on following process:
Informal Process
An informal process, involving discussion between a student and a member of staff will be conducted in each case to try to resolve the issue.
Formal Process
If informal process fails to solve the issue, the following formal process will take place.
The student/candidate lodging a complaint must submit a written form providing the following information:
- Name, address and contact details
- Full description of the complaint
- Supporting information
- Description of any previous attempts to resolve the identified dissatisfaction
- What action the student/candidate seeks to resolve the dissatisfaction
Complaints should be in writing by email to academy@winemacau.com or by a letter posted to the MWEC’s address and will be acknowledged within three working days by either email or letter and investigated by our Administrative Officer. A response, including explanation and resolution, will be provided within 14 working days. If a complaint remains unsolved and/or the student/candidate is not satisfied with the decision made, the complainant can appeal to the Principal of MWEC in written form by email to academy@winemacau.com or by post. Our acknowledgement for the appeal will be provided within three working days, followed by a response to be given within 21 working days by email or post.
After all the procedures (informal and formal processes) undertaken by MWEC have been exhausted, the complainant can contact WSET Quality Assurance Team of WSET Awards for further action by email to qa@wsetglobal.com. Nevertheless, please note that WSET Awards is only able to action complaints from students if they have been addressed with the MWEC and the student remains dissatisfied with the level of service and solutions offered.
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