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FAQs Details
Frequently asked questions
Your questions answered
Ampol Energy
We don’t charge exit fees on our energy plans.
If you sign up online, you can choose to set up direct debit payments using either a bank account or credit card (including AMEX) at the time of sign up. We accept VISA, Mastercard and AMEX cards. We don’t currently accept Diners Club.
If you’ve already signed up online, our Customer Service Team can help you set up direct debit payments from a bank account only at this stage.
If you’ve already signed up online, our Customer Service Team can help you set up direct debit payments from a bank account only at this stage.
Our plans can’t be transferred between homes. If your new address is in an eligible area, you can sign up for the same plan, but the rates may change depending on where you move and what time of the year you move.
If your account is setup for direct debit and you have received communications that your direct debit has failed, it is likely that your details are either incorrect or there were insufficient funds in your account.
To update your direct debit details, please contact our Customer Service Team by [email] or call 13 14 04 (Monday – Friday, 9am-6pm).
If you are experiencing difficulty paying your bill due to hardship, please review our hardship policy and contact our Customer Service Team by [email] or call 13 14 04 (Monday – Friday, 9am-6pm).
The energy distributor in your area should be the first point of contact when reporting a power outage. Different companies distribute power to various locations across Australia.
You can find your distributor's name in your energy plan under ‘Electricity distributor’. If you don’t have your distributor contact details on hand, you can find them on the Australian Energy Regulator website.
Alternatively, you can contact us and we can refer you to your distributor and give you their contact details.
You can contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm AEST) to let us know you’d like to move to another energy retailer.
If you sign up online, you can choose to set up direct debit payments using either a bank account or credit card. If you choose to pay your bills manually either on or before the due date, you can do so using BPAY®, cheque or money order.
You can use your phone on the forecourt, except while refuelling. Once you have replaced the pump nozzle, you are welcome to open the Ampol app on your phone. Please make sure to be careful and watch out for other customers and drivers when using your phone and watch.
You can download the free Ampol app from the Apple App Store and the Google Play Store.
Once the app has downloaded, it will prompt you to enable location services on your phone to use FuelPay®.
Location services must be turned on for the app to work so that the app knows which service station you are at and you must have an internet connection to use FuelPay®. Some stores may have customer Wi-Fi which you can connect to use FuelPay®.
Once the app has downloaded, it will prompt you to enable location services on your phone to use FuelPay®.
Location services must be turned on for the app to work so that the app knows which service station you are at and you must have an internet connection to use FuelPay®. Some stores may have customer Wi-Fi which you can connect to use FuelPay®.
You can redeem your 10c fuel discount at over 600 participating locations that accept payment with the Ampol app via FuelPay. Navigate to the site locator in the Ampol app and make sure you have the ‘FuelPay’ toggle switched on to find your nearest participating location, or you can visit ampol.com.au/findfuelpay.
Please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm AEST) to register your life support equipment with us. For more information on life support equipment and Ampol Energy’s policy, please visit ampolenergy.com.au/lifesupport
If you’re transferring your electricity account from your current retailer to Ampol Energy, the transfer of your account will generally take approximately 1-3 business days. Depending on your meter type, you may be transferred to Ampol Energy on an estimated meter read.
At this time, Ampol Energy can’t install a meter to your home as part of a new build. We’re working on being able to help our customers do this in the future.
If you’re experiencing difficulty paying your bill, we have a number of options available to you. Please contact our Customer Service Team by email at energyassistance@ampolenergy.com.au or call us on 13 14 04 (Monday – Friday, 9am-6pm) to see how we can help. You can also find more information, including our Ampol Energy Assistance policy
If your account is setup for direct debit and you’ve received communications that your direct debit has failed, it is likely that your details are either incorrect or there were insufficient funds in your account.
To update your direct debit details, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm).
If your account is setup for direct debit and you’ve received communications that your direct debit has failed, it is likely that your details are either incorrect or there were insufficient funds in your account.
To update your direct debit details, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm).
If you are moving house and want to sign up to a new Ampol Energy plan, you’ll need to reach out to our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm AEST).
Unless you’re on a fixed term contract with your current energy provider, in most cases you shouldn’t incur a cost to switch to Ampol Energy. We recommend you double check this with your current electricity retailer.
Please contact our Customer Service Team either by contactus@ampolenergy.com.au or by calling 13 14 04 (Monday - Friday 9am – 6pm AEST) to update your communication preferences.
If you are receiving energy marketing material and would like this to cease, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am – 6pm AEST) where Ampol Energy can place you on a ‘no contact list’. This will stop energy marketing to you in person, at your premises or marketing by mail. Please note this does not apply to telemarketing calls or e-marketing activities.
If you are receiving energy marketing material and would like this to cease, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am – 6pm AEST) where Ampol Energy can place you on a ‘no contact list’. This will stop energy marketing to you in person, at your premises or marketing by mail. Please note this does not apply to telemarketing calls or e-marketing activities.
While we cannot proactively change meters at this time, if you are an existing customer and your meter is faulty, please get in contact with our Customer Service Team on 13 14 04 (Monday – Friday 9am-6pm AEST) to arrange for a replacement meter to be installed. For residential and most small business customers, we will replace the faulty meter within 15 business days of the problem being identified.
At this time, Ampol Energy can’t install a meter to your home as part of a new build. We’re working on being able to help our customers do this in the future.
If you are moving house and want to sign up to a new Ampol Energy plan, you can sign up using your new address onlineif we have a plan available at your new address. Select the date you are moving in and when you would like your connection to start.
If you already have an Ampol Energy account with us but have moved home, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm AEST) to check you are still eligible for us to sell electricity to you at your new home. If yes, our Customer Service Team can assist you in the transition of your energy plan to your new home.
If you require urgent connection or re-connection within 3 business days, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm AEST) before signing up online.
After you have filled up your vehicle, selected your pump number and submitted, our 10c/L fuel discount should be applied on the payment summary screen. If the 10c/L fuel discount is not being applied in-app, please check the following criteria is being met:
You are fuelling up at one of our ~600 participating locations which accept payment via the Ampol app
You are logged into the Ampol app with the same Ampol ID as your Ampol Energy account
You have filled up with an eligible fuel (see eligible fuel FAQ)
You have not exceeded your 1,500 L limit per claimable year
If all these conditions have been met and you are still experiencing issues, please contact our Customer Service Team on 13 14 04.
You are fuelling up at one of our ~600 participating locations which accept payment via the Ampol app
If all these conditions have been met and you are still experiencing issues, please contact our Customer Service Team on 13 14 04.
While we cannot proactively change meters at this time, if you are an existing customer and your meter is faulty, please get in contact with our Customer Service Team on 13 14 04 (Monday – Friday 9am-6pm AEST) to arrange for a replacement meter to be installed. For residential and most small business customers, we will replace the faulty meter within 15 business days of the problem being identified.
More FAQs
An electricity tariff is the way you get charged for the electricity used at your premises. The type of tariff your home is on will be set by your distributor and your meter type. The types of electricity tariffs are:
If you have solar installed at your premises, you could also be eligible for a solar feed in tariff. A solar feed in tariff is a credit received on your bill for any unused electricity your home’s solar power system sends back to the grid.
- Single rate
- You’ll be charged a flat usage rate for the amount of energy used at your home, no matter what time of day. You’ll see this listed on your electricity bill as General Usage and it’s charged in cents per kilowatt hour (or c/kWh).
- Time of use
- Time of use tariffs mean you are charged a different rate for the energy you use at different times of the day. The types of rates are Peak, Shoulder and Off Peak.
- Peak: This is when electricity cost is the highest and generally applies in the evenings. You’ll see this listed on your electricity bill as Peak Usage.
- Shoulder: This is when electricity usage costs a bit less than peak, but more than off peak. Shoulder rates generally apply overnight and in the early mornings. You’ll see this listed on your electricity bill as Shoulder Usage.
- Off Peak: This is when electricity usage charges are lowest and generally applies during the day. You’ll see this listed on your electricity bill as Off Peak Usage.
- Hint: A great way to keep electricity costs down is to run appliances such as dishwashers and washing machines during off peak times.
- Controlled load
- Controlled load refers to electricity which is used for a stand alone item, such as electric hot water systems or underfloor heating. These appliances often have their own meter. We’ll charge a lower rate for that appliance and the energy it uses.
- Controlled Load Usage. This is charged in cents per kilowatt hour (or c/kWh) and reflects the energy usage of the stand alone item.
- Controlled Load Supply. This is charged in cents per day (or c/Day) and is a daily charge which covers the cost of delivering electricity to your controlled load item.
- If you have multiple controlled loads, you’ll incur usage and supply charges for each controlled load.
- Demand
- Demand tariffs are designed to encourage reduced energy usage during peak energy consumption times, which is generally in the evenings as people return home from work and switch on multiple appliances.
- If you’re charged a demand tariff, you will incur usage and supply charges but will also incur a demand charge on top of your general usage. Demand charges are calculated based on the maximum power reading recorded between 4pm and 9pm on any day during your billing period. This maximum power reading is then utilised to calculate your monthly charge.
- You’ll see demand charges on your electricity bill as Demand kW, and it’s charged in dollars per kilowatt per month (or $/kW/month).
- Hint: One way to help keep your demand charge down is to avoid simultaneous use of major appliances (such as dishwashers, washing machines, heating and cooling).
If you have solar installed at your premises, you could also be eligible for a solar feed in tariff. A solar feed in tariff is a credit received on your bill for any unused electricity your home’s solar power system sends back to the grid.
On your electricity bill you’ll see two types of charges – usage charges and supply charges.
Your supply charge is a daily charge and covers the cost of delivering electricity to your premises, including distributor costs and transmission costs. You’ll see this listed on your Ampol Energy electricity bill as Supply and it’s charged in cents per day (or c/Day).
Usage charges are the rates charged for the amount of electricity you use. These are also known as tariffs.
Your supply charge is a daily charge and covers the cost of delivering electricity to your premises, including distributor costs and transmission costs. You’ll see this listed on your Ampol Energy electricity bill as Supply and it’s charged in cents per day (or c/Day).
Usage charges are the rates charged for the amount of electricity you use. These are also known as tariffs.
Other than daily usage and supply charges, we may pass through distributor fees and charges. These can include disconnection and reconnection fees. We also pass on payment processing fees for credit and debit card payments and if you ask to receive paper bills, these also incur a fee.
You can find out more about our fees and charges
You can find out more about our fees and charges
Eligible fuels include:
- Amplify Premium Unleaded 98 Petrol
- Amplify Premium Unleaded 95 Petrol
- Unleaded 91 Petrol
- Amplify Premium Diesel
- Extra Low Sulphur Diesel
Where we have not accepted a customer read estimate, we will notify you of the reasons for the decision and allow you the opportunity to rectify the self-read. We will talk through this self-read rectification process over the phone if this is the case and send you further information in writing.
If you have a complaint regarding customer read estimates, we will handle your complaint in accordance with our standard complaints process, available at ampolenergy.com.au/complaints.
If you have a complaint regarding customer read estimates, we will handle your complaint in accordance with our standard complaints process, available at ampolenergy.com.au/complaints.
If you are a small customer with an accumulation meter, you have the right to conduct your own meter reading if your bill is based on an estimate. This self-read is known as a customer read estimate.
Energy distributors are the companies responsible for the distribution network including the poles, power lines and related infrastructure that deliver the electricity to your home. You can find the name and contact details of your energy distributor on the top right hand side of your Ampol Energy bill, and in your welcome pack.
As part of our Future Energy and Decarbonisation Strategy, we’ve set an ambition to reach net zero on an absolute basis across operations by 2040. You can find out more about our future energy and decarbonisation strategy
FuelPay is a feature available on the Ampol App that lets you pay for fuel via phone without the need to queue in store.
The reference price is a benchmark price for electricity set by the Australian Government. It’s based on average electricity use in your area. You can compare different plans to the reference price to find a good deal. Electricity companies must use a percentage to show you how their advertised price compares to the reference price. This makes it easy for you to compare different electricity plans and prices.
You can find out more about the reference price here
You can find out more about the reference price here
The energy distributor in your area should be the first point of contact when reporting a power outage. Different companies distribute power to various locations across Australia.
You can find your distributor's name in your energy plan or on your electricity bill under ‘Electricity distributor’. If you don’t have your distributor contact details on hand, you can find them on the Australian Energy Regulator website.
Alternatively, you can contact us on 13 14 04 (Monday – Friday, 9am – 6pm AEST) and we can refer you to your distributor and give you their contact details.
If you require emergency medical assistance during a power outage please call 000.
You can find your distributor's name in your energy plan or on your electricity bill under ‘Electricity distributor’. If you don’t have your distributor contact details on hand, you can find them on the Australian Energy Regulator website.
Alternatively, you can contact us on 13 14 04 (Monday – Friday, 9am – 6pm AEST) and we can refer you to your distributor and give you their contact details.
If you require emergency medical assistance during a power outage please call 000.
1. Fill up
The next time you visit a participating FuelPay® site, fill your car with your preferred fuel and amount and take note of your pump number.
2. Enter your pump number
Once you have replaced the pump nozzle, open your Ampol app, enter your pump number and check the amount shown in the app against what’s displayed on the pump, take a moment to double check you’ve entered the right pump number and tap the blue tick to confirm.
3. Tap “pay now”
Confirm the amount to pay by selecting the “pay now” button. The app will show that your payment was successful and a receipt will be emailed to you, then you’re good to go.
The next time you visit a participating FuelPay® site, fill your car with your preferred fuel and amount and take note of your pump number.
2. Enter your pump number
Once you have replaced the pump nozzle, open your Ampol app, enter your pump number and check the amount shown in the app against what’s displayed on the pump, take a moment to double check you’ve entered the right pump number and tap the blue tick to confirm.
3. Tap “pay now”
Confirm the amount to pay by selecting the “pay now” button. The app will show that your payment was successful and a receipt will be emailed to you, then you’re good to go.
The frequency of receiving your bill will depend on whether you have a ‘smart’ (or communications enabled) or ‘basic’ meter. If you have a ‘smart’ meter you will be billed monthly, if you have a ‘basic’ meter you will receive your bill quarterly. Regardless of billing frequency, you’ll receive your bill 14 days before the due date.
Your invoice will be emailed to you 14 days before the due date.
If you’d like to change the email address your bills are sent to, or get a copy of your bill, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm).
If you’d like to change the email address your bills are sent to, or get a copy of your bill, please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm).
We’re working on delivering carbon neutral energy options for our customers as soon as possible. To stay informed as we expand our energy products and services, sign up for updates at ampol.com.au/energywaitlist
There shouldn’t be interruptions to your power supply as a result of switching to us. Once you’ve signed up, we’ll contact your existing provider to arrange the transfer and this generally occurs without interruption to your power supply. If you’re concerned about interruptions to your power supply, it’s worth checking this with your current retailer as well.