Ampol Energy Assistance is our customer hardship program. It’s been developed to protect customers experiencing payment difficulties due to hardship. We’ve outlined the processes and commitments we’ve made to our hardship customers in our policies below:
- If you're in New South Wales, Queensland or South Australia, please see our Ampol Energy Assistance Financial Hardship Policy.
- If you're located in Victoria, please view our Payment Difficulties Policy.
What is it?
Ampol Energy Assistance is our customer hardship program, developed to protect energy supply to customers who are experiencing hardship.
Who is eligible?
You might experience hardship because of circumstances such as:
- Death in the family
- Household illness
- Family violence
- Reduced income
What we offer
We are committed to assisting customers experiencing payment difficulties. When discussing hardship options available to you, we will consider all the circumstances you are facing in a respectful, compassionate manner and provide a fair and reasonable solution for you.
Depending on your situation, the following options may be available to you:
- More time to pay your bill
- Payment plans
- Advice about different repayment options
- Specific advice about your likely cost of future energy use and how this cost may be lowered
- Specific advice about any government and non-governmental assistance
If, after discussing your circumstances, we find you are ineligible for our Ampol Energy Assistance program, we will provide a clear and reasonable explanation why this is the case.
What to do
If you are experiencing hardship, please follow the steps below:
Contact our Customer Service Team on 13 14 04, (Monday – Friday 9am-6pm AEST).
Our team will discuss your circumstances with you and provide available options to you.
Ampol will send you confirmation of the Ampol Energy Assistance tailored plan agreed to.
If your circumstances change again, please get in touch with our Customer Service Team to update your tailored hardship plan.
If you need a hard copy of our hardship policy, please contact our Customer Service Team on 13 14 04 (Monday – Friday 9am-6pm AEST) to arrange a mail out at no charge.
We’re here to help
If you have any questions about Ampol Energy Assistance, please contact our friendly team on 13 14 04 (Monday – Friday 9am-6pm AEST).
For language assistance please call 13 14 04.
Energy efficiency resources
Your Energy Savings - http://yourenergysavings.gov.au
Energy Rating - http://www.energyrating.gov.au
Choice - https://www.choice.com.au
Moneysmart - https://www.moneysmart.gov.au