Complaints Policy

GunBuy.com.au is committed to providing a safe, transparent and trustworthy marketplace for Australia's licensed firearms community. We take all complaints seriously and view every complaint as an opportunity to improve our platform, protect our users and maintain the integrity of the marketplace.

We recognise that given the regulated nature of the firearms industry, complaints on our platform may carry implications beyond ordinary commercial disputes. Our complaints handling process is designed to be fair, thorough, timely and where necessary, to appropriately involve law enforcement and regulatory authorities.

Every complaint received by GunBuy will be treated with confidentiality, respect and genuine attention regardless of its nature or the party making it.

Who can make a complaint

This policy applies to complaints made by:

• Registered private sellers using the platform
• Registered buyers using the platform
• Licensed dealers with accounts on the platform
• Members of the public who have interacted with the platform or its users
• Law enforcement agencies and regulatory bodies
• Any other party with a legitimate complaint relating to GunBuy or its operations

What this policy covers

This policy covers complaints relating to:

• The conduct of users on the platform including buyers, sellers and dealers
• The content of listings published on the platform
• GunBuy's own products, services, decisions and conduct
• Privacy and data handling concerns
• Suspected illegal activity connected to the platform
• Billing, subscription and payment disputes
• Account decisions including suspension and termination
• Platform functionality and technical issues
• Compliance with Australian firearms legislation
• Concerns about the safety of any transaction or user

3.1 Online Reporting

The fastest way to report a concern is through the platform's built-in reporting tools:

• Report a listing — use the Report button on any listing page
• Report a user — use the Report button on any user profile
• Report a message — use the flag function within any conversation thread

These tools route directly to our moderation queue and are reviewed within 24 hours on business days.

3.2 Email

For complaints that require detailed explanation or involve sensitive matters, contact our complaints team directly:

complaints@gunbuy.com.au

Please include in your email:

• Your full name and registered account email if applicable
• The nature of your complaint in as much detail as possible
• Any relevant listing URLs, usernames or transaction references
• Any supporting evidence including screenshots, photographs or correspondence
• The outcome you are seeking

3.3 Post

For formal written complaints:

Complaints Officer GunBuy.com.au PO Box 559 Redbank Plains QLD 4301 Australia

3.4 Urgent Complaints

If your complaint involves an immediate safety concern, suspected illegal activity or an active threat to any person, do not wait for our complaints process. Contact law enforcement immediately by calling 000 or your local police station. You may also contact GunBuy simultaneously at complaints@gunbuy.com.au marked URGENT in the subject line.

4.1 Listing Complaints

Complaints about listings may include:

• A firearm listed that is prohibited under applicable law
• A listing that misrepresents the condition, specifications or provenance of a firearm
• A suspected stolen firearm being listed for sale
• A listing from a seller who does not hold an appropriate firearms licence
• Pricing that appears designed to manipulate or deceive buyers
• A listing that has already been sold but remains active
• Content in a listing that is offensive, threatening or inappropriate
• A listing that appears to facilitate an unlawful transaction

Resolution timeframe: Listing complaints are reviewed within 24 hours on business days. Listings that present an immediate safety or legal concern will be suspended pending investigation within 2 hours of a complaint being received during business hours.

4.2 User Conduct Complaints

Complaints about user conduct may include:

• Harassment, threats or abusive behaviour through the platform messaging system
• A user misrepresenting their identity or licence status
• A user attempting to complete a transaction without involving a licensed dealer where required
• A user attempting to purchase a firearm without holding an appropriate licence
• Suspected fraud including payment fraud, identity fraud or licence document fraud
• A user providing false information during registration or listing creation
• Attempts to take transactions off-platform to avoid compliance requirements

Resolution timeframe: User conduct complaints are reviewed within 2 business days. Where conduct presents an immediate risk to safety the account will be suspended pending investigation.

4.3 Transaction Disputes

Complaints arising from transactions between users may include:

• A firearm that was materially misrepresented in the listing
• A seller who has failed to proceed with an agreed transaction
• A buyer who has failed to complete payment or collect a firearm after agreeing to purchase
• Disputes about the condition of a firearm at the time of transfer
• Disputes about refunds or returns
• Disputes about transfer arrangements or costs

Important notice: GunBuy is a classifieds platform and is not a party to any transaction between users. While we will make reasonable efforts to assist in resolving transaction disputes, GunBuy cannot compel either party to complete, cancel or modify any transaction. Users may need to seek independent legal advice or pursue resolution through consumer protection agencies or civil courts for transaction disputes that cannot be resolved between the parties directly.

Resolution timeframe: Transaction dispute complaints are reviewed within 3 business days. We will contact both parties and attempt to facilitate resolution within 10 business days.

4.4 Privacy Complaints

Complaints relating to privacy and data handling may include:

• Concerns about how GunBuy has collected, stored or used your personal information
• Concerns about the disclosure of your personal information to third parties
• Requests to access or correct personal information GunBuy holds about you
• Concerns about the security of your personal information
• Concerns about marketing communications you have received from GunBuy
• Concerns about another user sharing your personal information without consent

Privacy complaints are handled in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). Please direct privacy complaints to our Privacy Officer at privacy@gunbuy.com.au.

Resolution timeframe: Privacy complaints are acknowledged within 5 business days and substantively responded to within 30 days in accordance with our obligations under the Privacy Act.

4.5 Account Decision Complaints

Complaints about GunBuy's decisions regarding your account may include:

• Rejection of your registration or licence verification
• Suspension or termination of your account
• Removal of a listing you believe complied with our policies
• Restriction of your account features or access
• Subscription or billing decisions

Resolution timeframe: Account decision complaints are reviewed within 3 business days. You will receive a written explanation of the original decision and the outcome of the review.

4.6 Billing and Payment Complaints

Complaints about billing and payments may include:

• Incorrect charges to your payment method
• Subscription fees charged after cancellation
• Listing upgrade fees charged but not applied
• Failure to receive a tax invoice
• Disputes about refund entitlements

Resolution timeframe: Billing complaints are reviewed within 2 business days. Where an error is confirmed a correction or refund will be processed within 5 business days.

4.7 Compliance and Safety Complaints

Complaints raising compliance or safety concerns are treated with the highest priority and include:

• Suspected illegal firearms activity connected to any listing or user
• Suspected stolen firearms being listed on the platform
• Suspected unlicensed dealing or trading
• Concerns that a user may pose a risk to public safety
• Suspected terrorism related activity
• Any other matter that may require law enforcement involvement

GunBuy takes compliance and safety complaints with the utmost seriousness. These complaints bypass standard resolution timelines and are escalated immediately to senior management. Where there are reasonable grounds to believe a criminal offence has been or may be committed GunBuy will contact the relevant law enforcement agency without delay and will cooperate fully with any investigation.

You are encouraged to contact law enforcement directly and simultaneously when making a compliance or safety complaint.

5.1 Step One — Acknowledgment

GunBuy will acknowledge receipt of your complaint within the following timeframes:

• Urgent safety complaints: Within 2 hours during business hours
• Listing and user conduct complaints: Within 1 business day
• All other complaints: Within 2 business days

Your acknowledgment will include a reference number for your complaint and the name or team handling it.

5.2 Step Two — Assessment

Upon receipt your complaint will be assessed to determine:

• The nature and category of the complaint
• The urgency and any immediate action required
• Whether law enforcement notification is appropriate
• What information and evidence is needed to investigate
• Who within GunBuy should handle the complaint

5.3 Step Three — Investigation

GunBuy will investigate your complaint by:

• Reviewing all relevant listing data, user information and platform records
• Reviewing relevant communications through the platform messaging system
• Contacting the party complained about where appropriate to obtain their response
• Gathering any additional evidence required
• Consulting legal or compliance advisors where necessary
• Contacting law enforcement where appropriate

The party complained about will generally be notified that a complaint has been received and given an opportunity to respond unless notification would compromise a safety or law enforcement matter.

5.4 Step Four — Decision

Following investigation GunBuy will make a decision on the complaint and the appropriate outcome. Possible outcomes include:

For listing complaints:

• No action — complaint not upheld
• Warning issued to the listing owner
• Listing edited or amended
• Listing suspended pending further information
• Listing permanently removed
• Matter referred to law enforcement

For user conduct complaints:

• No action — complaint not upheld
• Warning issued to the user
• Temporary account suspension
• Permanent account ban
• Matter referred to law enforcement

For transaction disputes:

• Facilitation of communication between parties
• Formal recommendation to both parties
• Escalation to relevant consumer protection agency
• Referral to law enforcement where fraud is suspected

For account decision complaints:

• Decision upheld — original decision stands
• Decision reversed — account reinstated or listing restored
• Decision modified — partial reinstatement or amended conditions

For billing complaints:

• No action — complaint not upheld
• Credit applied to account
• Refund processed
• Invoice corrected and reissued

5.5 Step Five — Notification

GunBuy will notify you of the outcome of your complaint in writing via email within the resolution timeframes set out in Section 4. The outcome notification will include:

• A summary of the investigation findings
• The decision made
• The action taken or to be taken
• Any further steps available to you if you are dissatisfied with the outcome

The following table summarises our target resolution timeframes:

GunBuy will notify you if a complaint requires additional time to investigate beyond these timeframes and will provide an updated expected resolution date.

If you are dissatisfied with the outcome of your complaint you may request an internal review within 14 days of receiving the outcome notification.

To request an internal review:

• Email complaints@gunbuy.com.au with the subject line INTERNAL REVIEW REQUEST
• Include your original complaint reference number
• Explain clearly why you are dissatisfied with the outcome
• Provide any additional information or evidence you believe is relevant

Internal reviews are conducted by a senior GunBuy team member who was not involved in the original complaint investigation. You will receive the outcome of your internal review within 10 business days.

If you remain dissatisfied following our internal review process you may escalate your complaint to the following external bodies depending on the nature of your complaint:

8.1 Privacy Complaints

Office of the Australian Information Commissioner (OAIC) For complaints about GunBuy's handling of your personal information under the Privacy Act 1988 (Cth).

Website: www.oaic.gov.au Phone: 1300 363 992 Post: GPO Box 5218, Sydney NSW 2001

Note: The OAIC generally requires you to have first attempted to resolve the complaint directly with GunBuy before lodging a complaint with them.

8.2 Consumer Protection Complaints

Australian Competition and Consumer Commission (ACCC) For complaints about misleading conduct, unfair practices or breaches of the Australian Consumer Law.

Website: www.accc.gov.au Phone: 1300 302 502

State or Territory Consumer Affairs Agencies:

• NSW Fair Trading: www.fairtrading.nsw.gov.au
• Consumer Affairs Victoria: www.consumer.vic.gov.au
• Queensland Office of Fair Trading: www.qld.gov.au/fairtrading
• WA Consumer Protection: www.commerce.wa.gov.au
• SA Consumer and Business Services: www.cbs.sa.gov.au
• Tasmania Consumer Affairs and Fair Trading: www.cbos.tas.gov.au
• ACT Access Canberra: www.accesscanberra.act.gov.au
• NT Consumer Affairs: www.consumeraffairs.nt.gov.au

8.3 Firearms Regulatory Complaints

For complaints about potential breaches of firearms legislation or licensing requirements contact the firearms registry or police firearms unit in the relevant state or territory:

• NSW Police Firearms Registry: www.police.nsw.gov.au
• Victoria Police Licensing and Regulation Division: www.police.vic.gov.au
• Queensland Police Weapons Licensing Branch: www.police.qld.gov.au
• WA Police Firearms: www.police.wa.gov.au
• SA Police Firearms Branch: www.police.sa.gov.au
• Tasmania Police: www.police.tas.gov.au
• ACT Policing: www.police.act.gov.au
• NT Police: www.pfes.nt.gov.au

8.4 Serious Criminal Matters

For complaints involving suspected serious criminal activity including illegal firearms trafficking, stolen firearms or terrorism related concerns contact:

• Emergency: 000
• Australian Federal Police: www.afp.gov.au
• Crime Stoppers: 1800 333 000 or www.crimestoppers.com.au
• State or Territory Police: Contact your local police station

GunBuy treats all complaints with strict confidentiality. The details of your complaint will only be disclosed to:

• GunBuy staff and contractors directly involved in investigating and resolving your complaint
• The party complained about where necessary to conduct a fair investigation and where doing so does not compromise safety or a law enforcement matter
• Law enforcement agencies and regulatory bodies where required or appropriate
• Legal advisors where necessary
• Any other party with your express consent

Your identity as a complainant will be protected to the extent reasonably possible. However we cannot guarantee anonymity in all circumstances, particularly where the investigation requires us to disclose your identity to the party complained about or to law enforcement.

GunBuy is committed to investigating all legitimate complaints thoroughly and fairly. However we reserve the right to decline to investigate or to close a complaint where we determine it is:

• Vexatious — made with the intent to harass or harm another user rather than to seek a genuine resolution
• Frivolous — lacking any reasonable basis or made without genuine concern
• Repetitive — substantially the same as a complaint already investigated and resolved
• Abusive — made in an abusive, threatening or offensive manner

Where GunBuy declines to investigate a complaint on these grounds we will notify the complainant in writing with our reasons.

If you have concerns about this Complaints Policy itself including how it has been applied in your case you may direct those concerns to complaints@gunbuy.com.au marked POLICY COMPLAINT in the subject line. Policy complaints are reviewed by senior management.

GunBuy reviews complaint data regularly to identify patterns, systemic issues and opportunities to improve the platform, our policies and our user experience. Aggregate complaint data is reviewed quarterly by management. This policy is reviewed annually and updated where necessary to reflect changes in our operations, applicable law or industry best practice.

GunBuy.com.au PO Box 559 Redbank Plains QLD 4301

This Complaints Policy was last updated in March 2026 and is reviewed annually. GunBuy reserves the right to update this policy at any time. The current version is always available at gunbuy.com.au/complaints-policy.