Gem Visa faqs

FAQs

Frequently asked questions about Gem Visa

Application & activation

  • What is the approval criteria for Gem Visa?

    Like most financial institutions, we work on a credit check system and we consider if the card is unsuitable for you given all the circumstances. We also need to make sure we are identifying the right person, to prevent fraud. We take many things into consideration when reviewing an application. And, while we don't disclose the specific details of our criteria, if you're declined we'll let you know in writing.

  • What will my credit limit be?

    Credit limits vary from person to person. The information you supply in your application will help us determine your credit limit. If your application is approved, we'll then let you know your credit limit.

  • When can I expect to receive an answer on my application?

    If you apply online and provide all the necessary information, we can give an answer on your application within 60 seconds in most instances. If you apply in-store you'll also receive a response quickly.

    In some instances further information may be required to process an application. If further information is required we will inform you during the application process.

  • Can I track my application?

    You will receive updates about the status of your application via email. However, you can check your application status at any time by calling 1300 764 454. Please ensure you have your application number available when calling.

  • If my application is approved, when can I expect to receive my card?

    It will take approximately 5-10 working days from your approval for you to receive your card.

  • Can I use my card as soon as I get it?

    You will need to activate your card before you start to use it. (This helps us ensure the right person has received your card). Don't forget to sign your card immediately.

    To activate your card call 1300 630 977. After this your card will be ready for use. When you are activating your card, please follow the prompts to select your own Personal Identification Number (PIN)After this your card will be ready for use.

  • Why do I have to activate my card?

    For security reasons, cards are sent to you inactive. Activating the card validates that it's been received by you.

  • How do I activate my credit card?

    Please call Customer Solutions on 1300 630 977 and follow the prompts. It only takes a couple of minutes.

Credit limit

  • What happens if I go over my credit limit?

    You'll receive a message within 2 business days via either email, SMS or post from the time your account goes over limit. This is a free service provided to you. You should only receive one over limit alert between each statement period. There are no charges for going over your credit limit.

    We recommend registering for the Online Service Centre to monitor your account balance.

  • How do I request a credit limit increase on my Gem Visa card?

    Simply call the customer solutions team on 1300 630 977 to request an increase to your credit limit and if approved, your increase will take place immediately.

    If your personal circumstances have changed, and you wish to decrease your credit limit, please contact us on 1300 630 977.

  • How do I know what my credit limit is?

    If you apply online you'll be notified of your credit limit when your application is approved.

    Your credit limit can also be found on the top right of your monthly Gem Visa statement. Alternatively, you can log onto the Online Service Centre to check it any time. It's important to note that your credit limit can be different from your available cash limit.

  • What is my cash limit?

    Your available cash limit can be found under 'Account Summary' in the Online Service Centre. It's also available on your statement. It's important to note that your available cash limit can be different from your credit limit. Please note daily cash withdrawal limits apply.

  • How often can I apply for a credit limit increase?

    We are able to review your credit limit every 6 months.

Repayments

  • How can I make repayments?

    We offer convenient ways to pay – Direct Debit, through the online service centre and BPAY® – whatever suits you best.

    With BPAY your card number can be used as the reference number, we recommend that you update this to the account number when your statement has been received.

    Please note payments can take 3-5 business days to clear.

    See Managing Your Account for further information about available payment options and turn around times

  • What do I do if I cannot afford to make my repayments?

    If you are having difficulty making your minimum monthly repayments please talk to us. The sooner you contact us, the more likely we will be able to assist you.

    Visit our Hardship page

  • How will I track when my payments are due?

    You'll receive a statement every month, showing the minimum monthly payment amount you're required to make and the due date, plus any overdue payments and over limit amounts.

    You can choose to receive email alerts to remind you when your payments are due. Simply log-on to the Online Service Centre to set-up alerts.

  • Can I make a payment on a particular interest free purchase?

    Unfortunately you can't choose which interest free promotion is paid off first.

  • What happens if I don't pay off my purchase within the interest free period?

    You'll begin to incur interest on any outstanding amount from the date your interest free period expires. The interest will not be backdated on interest free purchases of 6 months or more, but you should try and pay off this purchase as soon as you can to minimise your interest.

    You can continue to make interest free purchases, up to your available credit limit, even if you have an expired promotion on your account.

  • How are the minimum monthly repayments calculated?

    The amount you need to repay appears on your monthly statement. If monthly payments are required, it's calculated at 3% of the total outstanding balance or $25, whichever is greater (plus any overdue payments and over limit amounts and any instalments payable on instalment purchases).

    You can set up a direct debit to make sure your minimum monthly payments are made on time automatically. Call us on 1300 630 977 to arrange this or complete a direct debit form.

    Remember, to avoid any interest charges at the end of your interest free period, it is likely that you will need to pay more than the minimum monthly payment each month.

  • There’s information on my statement about paying more than the minimum monthly payment. Can I keep paying the minimum each month?

    Yes.

  • What’s the difference between the Managing Your Repayment section and the "Payment to Reduce Future Interest" amount on my statement?

    • The Managing Your Repayments section takes a long term view of your repayments. You may use it to estimate the difference you may make by paying above your minimum repayment every month.
    • The Payment to Reduce Future Interest amount will help you understand how much you need to pay that month to reduce the amount of interest you’re charged in the future, or in some cases, avoid interest altogether.

    Paying either amount is optional, but you must pay your minimum monthly payment by the due date each month.

  • How do I set up direct debit to pay my account?

    To set-up an automatic direct debit, simply complete and return the direct debit request form

  • I made a payment via BPAY and its not appearing on my statement or the OSC?

    It may take up to 3 business days for your payment to appear in the Online Service Centre.

    You can sign up for Payment Confirmation email alerts in the Online Service Centre, which will notify you as soon as your payment has been received.

  • Will you remind me when my payment is due?

    You can choose to receive a Payment Reminder email which is sent to you 7 days before your payment is due. You can also choose to receive an email confirmation when your payment has been received.

    To set-up alerts, Log on to the Online Service Centre and update your preferences under Manage My Details.

  • What is my biller code/Customer Reference Number?

    You can find your biller code or Customer Reference Number on any of your statements.

    Statements can be accessed by logging into the Online Service Centre.

    Please note you can use the biller code & your card number as the Customer Reference Number (CRN) to make your first payment

Interest

  • Can I make a payment on a particular 0% interest purchase?

    Unfortunately you can’t choose which 0% interest promotion is paid off first.

  • What happens if I don't pay off my purchase within the 0% interest period?

    You'll begin to incur interest on any outstanding balance from the date your 0% interest period expires. The interest will not be backdated on 0% interest purchases of 6 months or more, but you should try and pay off this purchase as soon as you can to minimise your interest. You can continue to make 0% interest purchases, up to your available credit limit, even if you have an expired promotion on your account.

  • How are the minimum monthly repayments calculated?

    The amount you need to repay appears on your monthly statement. If monthly payments are required, it's calculated at 3% of the total outstanding balance or $25, whichever is greater (plus any overdue payments, over limit amounts, and any instalments payable on Instalment Interest Free purchases).

    You can set up a direct debit to make sure your minimum monthly payments are made on time automatically. Call us on 1300 630 977 to arrange this or complete a direct debit form.

    Remember, to avoid any interest charges at the end of your 0% interest period, it is likely that you will need to pay more than the minimum monthly payment each month.

  • Why does the Payment to Reduce Future Interest amount change each month?

    The Payment to Reduce Future Interest amount changes each month depending on the number of 0% interest plans that may be expiring, or how many interest bearing transactions have occurred during the month.

  • Does the Payment to Reduce Future Interest amount only include promotional purchases?

    No, the Payment to Reduce Future Interest amount covers 0% interest purchases as well as your everyday purchases. Please note that cash advances incur interest immediately however the Payment to Reduce Future Interest amount will include cash advances to help you reduce the amount of interest you pay in the future.

  • How do I manage all my different 0% interest purchases and when they expire?

    We make it really easy for you to keep track of your 0% interest purchases. Each month you'll receive a statement outlining your unexpired 0% interest purchases and the expiry date to help you easily manage your repayments to avoid paying interest.

  • What 0% interest period is available for purchases under $250?

    0% interest for up to 55 days^ is available on your Gem Visa purchases under $250. To receive 0% interest for up to 55 days you must pay:

    Your previous month’s statement must be paid in by full by the due date. Extended interest free terms may vary. Available at participating retailers to approved applicants only. Conditions, fees and charges apply.

    ^To take advantage of up to 55 days Interest Free on everyday credit card purchases, you must pay the full balance of the account (excluding unexpired Interest Free promotional plans) both for the statement before the purchases were made, and for the statement on which the purchases are listed.

  • Who do I speak to if I have a dispute a transaction?

    If you have a dispute about a transaction – for example, you have been given the incorrect promotion or 0% interest period, please feel free to contact us on 1300 630 977 and we will try to resolve the issue.

  • How can I make a purchase using a 0% Interest Payment Plan?

    To automatically receive 0% interest for 6 months on any Visa purchase over $250, all you need to do is pay using your Gem Visa credit card – it's that simple. For longer 0% Interest Payment Plans, if you're already a cardholder, present your Gem Visa at any participating stores. The sales person will let you know which 0% Interest Payment Plans are currently available. You can then purchase up to your available credit limit.

  • If I spend over $250, how do I know that 0% interest for 6 months has been applied?

    We'll send you a monthly statement which outlines all of your transactions, where you'll be able to clearly identify your 'Gem Visa 0% interest for 6 months purchases' and your 'Other 0% interest purchases' along with any other transactions.

    No matter how you use your Gem Visa card, all your transactions and 0% interest purchases will be clearly explained on your monthly statements.

    You can access your statements anytime by logging on to the Online Service Centre

  • Can I only get long term 0% interest at the store where I initially made my purchase?

    No, you can access a range of 0% Interest Payment Plans at thousands of stores around Australia and you can purchase again up to your available credit limit without having to re-apply.

    Use our Store Locator to find a retailer near you who offers 0% Interest Payment Plans.

  • Do I have to pay off my 0% interest purchase before I can use my card again?

    No. You can shop again, up to your available credit limit and make additional 0% interest purchases or just use the card as you would a normal credit card. To avoid interest on these transactions, you must pay off all long term 0% interest balances before their expiry date. This may mean you have to pay off other balances too. See Conditions of Use booklet for details.

  • What is "Buy Now, Pay Later"?

    "Buy Now, Pay Later" is a repayment option that requires no payments during the buy now pay later promotional period. However, you can make payments at any time.

    ^To take advantage of up to 55 days Interest Free on everyday credit card purchases, you must pay the full balance of the account (excluding unexpired Interest Free promotional plans) both for the statement before the purchases were made, and for the statement on which the purchases are listed.

    Actual interest free periods vary from promotion to promotion, check in store for details.

  • What is Interest Free?

    Interest Free is one of the three 0% Interest Payment Plans

    You need to make a minimum payment each month. Remember, paying only the minimum monthly payment will not pay out the balance of the plan, but you have the flexibility to make extra payments at any time. Plans start from 6 months.

    Ask in-store to discover if this plan is available for you.

  • What is Instalment Interest Free?

    Instalment Interest Free is one of the three 0% Interest Payment Plans

    With equal monthly payments, you’ll know exactly how much to pay each month.

    Plans vary and are only available during select promotional periods.

    Ask in-store to discover if this plan is available for you.

    Actual interest free periods vary from promotion to promotion, check in store for details

Security

  • How do I choose my own PIN?

    To make it easy to remember your PIN, you can choose your own number. A PIN makes your Gem Visa even more secure and you can create your own PIN with a simple phone call.

    You can get it done in three easy steps.

    • Call 1300 630 977
    • Have a pen and paper handy and your card number ready and say "Select PIN" at the prompt.
    • Follow the instructions to choose your own 4 digit PIN
  • What happens if we detect a suspicious transaction?

    As part of our ongoing commitment to keep you safe and secure, if we identify a suspicious transaction on your account, our Fraud Team may communicate with you using an automated contact system. Allowing us to promptly contact you via phone or SMS, this technology provides a quick and easy way for you to verify whether transactions on your account are genuine by responding using your phone’s keypad. In instances where you do not recognise a transaction, this system will transfer you to a consultant to discuss the matter further (if outside of hours, our team will contact you first thing the following day).

  • What is Verified by Visa?

    Verified by Visa verifies your purchases in real time, whenever you shop online. Verification helps to reduce credit card fraud and unauthorised credit card use.

    It adds an extra layer of protection by helping to confirm your identity through either a security code or through security questions, during select online transactions. Verified by Visa lets you enjoy extra security and peace of mind when shopping online at participating merchants.

  • How do I choose my own PIN?

    To make it easy to remember your PIN, you can choose your own number. A PIN makes your Gem Visa even more secure and you can create your own PIN with a simple phone call.

  • Who do I call if my card is stolen?

    Our lost and stolen team are available 24/7 and will be able to assist you. Call Customer Solutions on 1300 630 977.

    If you're overseas call us on +61 3 9445 012.

  • Do I need a PIN?

    In Australia, you can still authorise your transactions with a signature until April 2014. In other countries, you may be required to enter your PIN. Please make sure you have one before leaving Australia.

    You can select your own PIN by calling us on 1300 630 977.

Transaction dispute

  • How do I dispute a transaction on my account?

    It's not uncommon for transaction disputes to be the result of a misunderstanding. Before contacting your merchant or the Gem Visa team to raise a transaction dispute, please take a moment to consider the following scenarios and whether they apply to your individual situation:

    I did not authorise the transaction / I do not recognise the company name on my statement

    Many companies use different trading and merchant names to identify their stores. This is especially prevalent for online merchants. If you do not recognise a merchant description on your statement, a quick internet search or phone call to the company may help clarify the nature of the goods or services they provide.

    If your account has supplementary cardholders, be sure to check whether they could have made the purchase(s) in question.

    Finally, it's a good idea to think back to the date and dollar amount, as this may prompt your memory. If you use a calendar or diary, check what you were doing on the day of the transaction (include dates either side, as it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account).

    The goods received are not as described

    Check the merchant’s return policy. This policy should be clearly displayed in-store or on the sales voucher.

    Important: In face to face transaction environments, always inspect the goods carefully before purchase. Furthermore, obtain a detailed description of the goods/services on an invoice before/with payment wherever possible.

    The goods or services are not received/rendered

    Double check the expected date of delivery, as you are unable to initiate a transaction dispute if this date has not yet passed.

    If you purchased the goods from overseas, consider whether the goods could have been confiscated by Australian Customs. Refer to the Australian Custom website for more information.

    Important: Before making purchases from overseas merchants, familiarise yourself with Australian customs rules. When you are having goods delivered (domestically or internationally), always obtain written confirmation of the expected delivery date.

    The transaction amount on my statement differs from my receipt

    This usually happens when you have made a purchase overseas or the merchant is based overseas. Foreign currency exchange rates change daily and therefore the amount you pay may differ depending on exactly when you make a purchase.

    I do not remember making a purchase on the date reflected in my statement

    As with scenario one, think back to the date and dollar amount to help prompt your memory. If there are any supplementary cardholders on your account, be sure to check with them.

    Finally, it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account. Please consider purchases you may have made a few days either side of the transaction date on your statement.

    If you have considered the above scenarios and are still questioning one or more transactions on your account, please call us immediately so we can investigate the issue and if required, block your card/account to prevent further unauthorised purchases. If you would like more information on the transaction dispute process, download our Transaction Dispute Guide.

  • Will I be held liable for unauthorised transactions on my account?

    No, if there’s a fraudulent transaction on your Gem Visa Card, you will not be held liable if you have not contributed to the loss and notified us promptly of the theft, loss or misuse of your card/account. You also need to have abided by the Conditions of Use (COU).

  • Who do I speak to if I have a dispute about my interest free transaction?

    If you have a dispute about your interest free transaction – for example, you have been given the incorrect promotion or interest free period, please feel free to contact us on 1300 630 977 and we will try to resolve the issue.

Using your card

  • How do I make an interest free purchase?

    To receive 6 months interest free on any purchase over $250, all you need to do is pay using your Gem Visa credit card – it's that simple. The 6 months interest free is then automatically applied to your account.

    For longer interest free terms, if you're already a cardholder, present your Gem Visa or your driver's licence at any participating stores. The sales person will advise you which interest free promotions are currently available. You can then purchase up to your available credit limit.

  • If I spend over $250, how do I know that 6 months interest free has been applied?

    We'll send you a monthly statement which outlines all your transactions, where you'll be able to clearly identify your 'Gem Visa 6 months interest free purchases' and your 'Other interest free purchases' along with any other transactions.

    No matter how you use your Gem Visa card, all your transactions and interest free purchases will be clearly explained on your monthly statements.

    You can access your statements anytime by logging on to the Online Service Centre

  • Can I only get long term interest free at the store where I initially made my purchase?

    No, you can access a range of interest free promotions at thousands of stores around Australia and you can purchase again up to your available credit limit without having to re-apply.

    Use our Store Locator to find an interest free retailer near you.

  • Do I have to pay off my interest free purchase before I can use my card again?

    No. You can shop again, up to your available credit limit and make additional interest free purchases or just use the card as you would a normal credit card. To avoid interest on these transactions, you must pay off all long term interest free balances before their expiry date. This may mean you have to pay off other balances too. See Conditions of Use booklet for details.

  • Do I have to pay a fee for withdrawing money from an ATM?

    Not if you use a Westpac ATM. There is no ATM owner fee for cash withdrawals from Westpac ATMs but you will be charged owner fees from non Westpac ATMs. You'll be advised of the charge at the time of the withdrawal.

  • What is "buy now, pay later"?

    "Buy now, pay later" is a repayment option that requires no payments during the buy now pay later promotional period.

    The other repayment option is interest free, where monthly payments are required during the interest free period and which is also interest free during that period.

  • Is PayWave secure?

    The Visa payWave platform is based on secure EMV chip technology, which provides both data protection and transaction security via the use of keys, and the latest encryption technology. Transactions are processed through the same, reliable payment network as magnetic strip transactions.

    PayWave terminals are designed to only make one transaction per card at a time. As a safeguard, each transaction must be complete or void before another one can take place.

  • How do I withdraw cash from an ATM?

    To withdraw cash, insert your card in the ATM, enter your PIN and select the Credit option.