We’re moving into the energy market to meet the future energy needs of our mobility customers. You can find out more about our future energy and decarbonisation strategy.

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

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

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

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.

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.

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. 

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.

We don’t charge exit fees on our energy plans.  

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).

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.

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). 

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 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.

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.

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).

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.

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

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.

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.

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.

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.

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.