Sustainability
Q. What is Ampol doing to be more sustainable?
A. 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 (scope 1 & 2). You can find out more in our future energy and decarbonisation strategy.
Ampol Energy Fuel Discount
Q. Will I receive fuel discounts as a current Ampol Energy customer?
A. Ampol Energy customers will receive a fuel discount of 10c/L on eligible regular and premium fuels at Ampol Foodary locations when they pay via the Ampol app. A maximum of 1,500L is claimable per year from date of sign up, refreshed on the anniversary of your sign up date. Your Ampol Energy fuel discount will be available in the Ampol app as soon as your account has been successfully set up.
Eligible regular and premium fuels include Amplify Premium Unleaded 98 Petrol, Amplify Premium Unleaded 95 Petrol, Unleaded 91 Petrol, Amplify Premium Diesel, Bio E10 Unleaded Petrol and Extra Low Sulphur Diesel. AdBlue Diesel Exhaust Fluid is not eligible for the Ampol Energy fuel discount.
The Ampol Energy fuel discount is not valid in conjunction with any other Ampol fuel discount offers.
Payment must be made via the Ampol App to redeem the Ampol Energy customer fuel discount.
Customers must set up an account in the Ampol app with the same email address used to sign up to Ampol Energy. Payment must be made via:
- Fuel Pay: Once you’ve fuelled up at a participating Ampol location, open the Ampol app, enter your pump number and hit pay now using your preferred payment method for automatic redemption of your Ampol Energy fuel discount; or
- QR Code: To display QR code, visit the Rewards tab in the Ampol app and tap on the “Energy discount” cell or tap the QR code icon in the upper righthand corner of the screen. Present in store at the counter for scanning. Note: you can only redeem your Ampol Energy fuel discount using your QR code once every 24 hours. However, you can redeem your Ampol Energy fuel discount using FuelPay as often as you like.
Q. How do I claim my 10c/L Ampol Energy fuel discount?
A. Download the Ampol app and make sure to log in using the same email address you used to sign up to Ampol Energy. Then, use the FuelPay feature to redeem your 10c/L fuel discount at Ampol Foodary locations when you pay with the Ampol app via FuelPay.
If you’d prefer not to pay using FuelPay, visit the Rewards tab in the Ampol App and select ‘Show QR Code’. You’ll find the ‘Show QR Code’ button at the bottom of the Rewards tab screen. This will display a unique QR code you can use to pay at the counter. Simply show your QR code to the customer service agent, and they will scan this for you. The discount will then be applied to your fuel purchase.
It’s important to know that you can only redeem your Ampol Energy fuel discount once every 24 hours using your QR code. However, you can redeem your Ampol Energy fuel discount using FuelPay multiple times a day.
Remember that the eligible fuels are Amplify Premium Unleaded 98 Petrol, Amplify Premium Unleaded 95 Petrol, Unleaded 91 Petrol, Amplify Premium Diesel, Bio E10 Unleaded Petrol and Extra Low Sulphur Diesel.
Q. I don’t want to pay using FuelPay.
A. If you’d prefer not to pay using FuelPay, you can visit the Rewards tab in the Ampol App and select ‘Show QR Code’. You’ll find the ‘Show QR Code’ button at the bottom of the Rewards tab screen. This will display a unique QR code you can use to pay at the counter. Simply show your QR code to the customer service agent, and they will scan this for you. The discount will then be applied to your fuel purchase.
It’s important to know that you can only redeem your Ampol Energy fuel discount once every 24 hours using your QR code. However, you can redeem your Ampol Energy fuel discount using FuelPay multiple times a day.
Remember that the eligible fuels are Amplify Premium Unleaded 98 Petrol, Amplify Premium Unleaded 95 Petrol, Unleaded 91 Petrol, Amplify Premium Diesel, Bio E10 Unleaded Petrol and Extra Low Sulphur Diesel.
Q. I don’t have a mobile phone, how do I get my fuel discount?
To redeem the Ampol Energy fuel discount, you’ll need to use the Ampol app. You can use the Ampol app on a mobile phone or tablet.
Q. What are the eligible fuels for the Ampol Energy fuel discount?
A. Eligible fuels are Amplify Premium Unleaded 98 Petrol, Amplify Premium Unleaded 95 Petrol, Unleaded 91 Petrol, Amplify Premium Diesel, Bio E10 Unleaded Petrol and Extra Low Sulphur Diesel.
AdBlue Diesel Exhaust Fluid is not eligible for the Ampol Energy fuel discount.
Q. Can I use my Everyday Rewards Card with FuelPay?
A. You can collect Everyday Rewards points every time you fill up with FuelPay via the Ampol App. Please note, while you can collect Everyday Rewards points for your Ampol fuel purchases, your Ampol Energy electricity bills are not eligible for Everyday Rewards points.
Q. Will I collect Everyday Rewards points with Ampol Energy?
A. Your Ampol Energy electricity bills are not eligible for Everyday Rewards points. However, you can still collect Everyday Rewards points for Ampol fuel purchases when you redeem your Ampol Energy fuel discount.
Leaving Ampol Energy
Q. How can I cancel my plan?
A. You can contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm, Sydney time) to let us know you’d like to move to another energy retailer.
Q. Are there any exit fees for leaving Ampol Energy?
A. We don’t charge exit fees on our energy plans.
Help and Support
Q. I want to know more about concessions and rebates.
A. You can find out more about the concessions or rebates you may be eligible for here.
Q. I’m having trouble paying my bill.
A. 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, Sydney time) 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 hs 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, Sydney time).
Q. How do I register my life support equipment?
A. Please contact our Customer Service Team on 13 14 04 (Monday – Friday, 9am-6pm, Sydney time) 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.
Billing and Payments
Q. How can I pay my bill?
A. 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, money order or debit/credit card.
You can also pay your bills in person at any Australia Post outlet. They'll be happy to help.
Q. Can I pay by AMEX?
A. If you sign up online, you can choose to set up direct debit payments using either a bank account or debit/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, or you can set up a direct debit arrangement from either bank account or debit/credit card using the Ampol app. More information can be found on our billing and payments page.
Q. Where can I view my invoice?
A. 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, Sydney time).
Q. When will I receive my bill?
A. 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.
Q. What fees and charges do Ampol Energy charge?
A. 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.
You can find out more about our fees and charges.
Faults and Outages
Q. What should I do if there’s a power outage?
A. 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, Sydney time) 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.
Q. My meter is faulty, what should I do?
A. 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, Sydney time) 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.
Metering
Q. My meter is faulty, what should I do?
A. 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, Sydney time) 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.
Q. What is a customer read estimate?
A. If you are a small customer with a basic or 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.
Q. What if my customer read estimate is not accepted?
A. 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.