Contact Gem Visa

Contact Us

Customer services team


0800 500 505 within New Zealand
+64 9 362 5432 from overseas

Hours of operation

Monday to Friday: 8am–6.30pm

Holiday hours
New Year’s Day (closed)
Day after New Year’s Day (closed)
Waitangi Day (closed)
Good Friday (closed)
Easter Sunday (closed)
Easter Monday (8am–5:30pm)
ANZAC Day (1pm–6.30pm)
Queen’s Birthday (8am–5.30pm)
Christmas Day (closed)
Boxing Day (closed)
All provincial NZ anniversaries (open)


Write to us

Gem Customer Service
PO Box 4058
Shortland Street
Auckland 1140

Our office location

Gem Visa
8 Tangihua Street
Auckland 1010
New Zealand

Social media

Contact Gem Visa on Twitter

Contact Gem Visa on Facebook

Online Service Centre

If you want to update your address, view transactions, view statements, or know your available credit/balance or request a limit increase, you can register with our Online Service Centre.

Transaction disputes

Before contacting the merchant or Customer Services Team please take a moment to review the relevant FAQs for transaction disputes.


We know sometimes things don't go as well as they should and problems arise. If this happens to you please let us know so we can fix the problem.
 We have an internal dispute resolution procedure, which you can access by telephoning 0800 735 192 or (09) 375 0819 or writing to Gem Visa at PO Box 4058, Auckland, attention Customer Resolution Team.

If you have followed this process and your complaint remains unresolved, you may refer the matter to the Insurance and Savings Ombudsman Scheme on (04) 499 7612, free call 0800 888 202 or in writing to PO Box 10845, Wellington, New Zealand.