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Had an issue with Ampol? Get a real response.
Ampol is an Australian fuel and convenience company, formally known as Caltex. They offer a few ways to lodge a complaint, including via phone call, through written email (ampolfeedback@ampol.com.au), by submitting an Online Contact Form on their website, in store, or through other digital channels including in app.
The most common complaints from Ampol customers reference poor fuel quality, where there have been instances of contamination concerns. Other issues reported speak to app or payment issues, rude staff at service stations, being overcharged, missing discounts or rewards points, or problems with pumps, car washes, or store amenities at Ampol.
After you’ve submitted your complaint, you should expect to get a response acknowledging your issue within one business day. The team at Ampol will then log the complaint and assign it to the appropriate team based on the issue. While there isn’t a specific timeframe, you should get your complaint resolved within a few business days, especially if you do so in person, otherwise more complex cases will be escalated to specialist teams and may take a little bit longer.
Ampol typically provides compensation in the form of a refund, reimbursement, or credit, but if you aren’t happy with the final outcome, you are well within your right to refuse the offer and escalate the issue further. Which is also why it’s important to keep a detailed record of all evidence throughout the complaints process, to ensure that your case gets resolved quickly, while also providing you with a paper trail, helping you if you choose to escalate the complaint further.
How to submit a complaint with Ampol
Ampol provides multiple official ways to submit a complaint, depending on whether you prefer to speak to someone directly, submit details in writing, or raise an issue at the station.
You can lodge a complaint with Ampol by:
- Phone
You can contact Ampol on 1800 240 398 (Monday to Friday, 8:30am–5:00pm Sydney time). This line handles complaints relating to fuel quality, service station experiences, incorrect charges, AmpolCard issues, or app problems. Be ready to provide the station location, date and time, and any receipts or transaction details. - Email
You can email your complaint to ampolfeedback@ampol.com.au, including your contact details and a clear description of the issue. Supporting documents such as photos or receipts can be attached. - Online Contact Form
Ampol’s official “Get in Touch” page includes a customer feedback form where you can submit complaints directly online. Selecting the correct category ensures your complaint reaches the right team. - In Store
If the issue occurs at an Ampol service station, you can speak to the on-duty manager or supervisor. Some issues, such as incorrect charges or product problems, may be resolved immediately on site. - Digital Channels
If your complaint relates to the Ampol app, AmpolCard, or AmpCharge EV charging services, you may be directed to specialised support teams through the app or dedicated support numbers.
Always note any reference number provided and the name of the representative you speak with for follow-up.
Once your complaint is submitted, Ampol follows a structured process to investigate and resolve it.
What Happens Next?
- Confirmation: Your complaint is acknowledged, usually immediately by phone or within one business day for email or online submissions.
- Processing: Ampol logs the complaint and assigns it to the appropriate team.
- Simple issues: May be resolved quickly by customer service or station management.
- Complex complaints: May be escalated to specialist teams or a case manager.
- You may be contacted for additional information or documentation.
- Timeframe: Many routine complaints are resolved within a few business days. Issues involving fuel quality, vehicle damage, or billing investigations may take longer while assessments are completed. Ampol aims to keep customers informed throughout the process and explains the outcome once a decision is made.
- Outcome: If Ampol confirms an error occurred, they may offer a refund, reimbursement, credit, or other compensation consistent with Australian Consumer Law.
Common complaints against Ampol
Ampol customers most commonly report complaints involving:
- Fuel quality or contamination concerns.
- App or payment issues, including duplicate charges or delayed refunds.
- Rude or unhelpful service at service stations.
- Overcharging or pricing discrepancies.
- Missing or incorrect loyalty discounts or rewards.
- AmpolCard billing or account disputes.
- Facility issues such as faulty pumps, car washes, or store amenities.
Ampol complaints submitted through Ajust
I attempted to buy a mobile recharge voucher at Ampol early in the morning and none of the staff knew how to process it. I rely on my phone for essential communication, so leaving without the recharge was frustrating and stressful. I made a formal complaint because basic services like this should be handled properly, especially during standard trading hours. - Aali
As a DoorDash driver picking up an order from Ampol Keswick, I was treated in a way that felt aggressive and unprofessional. Even though I arrived within the scheduled pickup window, the staff member refused to hand over the order and raised his voice at me. I submitted a formal complaint because no customer or delivery partner should be treated like that. - Puneet
I’ve been a regular at Ampol Mount Lawley for 15 years, so being told I couldn’t enter the store without any clear reason was shocking. The console operator’s rude response left me feeling disrespected and undervalued as a loyal customer. I lodged a complaint because long-term customers deserve transparency and basic respect. - Jock
How other consumers Ampol complaints got resolved
A customer reported engine damage after filling up with contaminated fuel, and after providing receipts and a mechanic’s report, Ampol investigated the station and covered the full cost of vehicle repairs.
Another customer experienced multiple duplicate charges due to a payment system error, and once the issue was confirmed, Ampol reversed all incorrect charges and issued an apology.
A business customer disputed a late fee on an AmpolCard account, and after escalation and review of payment records, Ampol waived the fee and corrected the account.
If your complaint is not resolved through initial customer support, you can escalate the issue internally.
Escalation Options Include:
- Requesting a supervisor or manager review your complaint.
- Asking for an internal review by a different team or senior representative.
- Following up in writing and referencing your complaint number.
If internal escalation does not resolve the issue, you may pursue external dispute resolution options.
Ampol is not covered by a dedicated fuel retail ombudsman. If your complaint remains unresolved, you can seek assistance from general consumer protection agencies that enforce Australian Consumer Law.
Energy-related complaints involving Ampol Energy or EV charging services may be eligible for escalation to a state-based Energy & Water Ombudsman after internal resolution has been attempted.
- Ampol – Get in Touch
https://www.ampol.com.au/contact-us - Ampol Customer Feedback Phone
https://www.ampol.com.au/contact-us
Phone: 1800 240 398 - Ampol Customer Feedback Email
mailto:ampolfeedback@ampol.com.au - AmpolCard Customer Service
https://www.ampol.com.au/business/fuel-cards
Phone: 1300 365 096 - AmpCharge EV Support
https://ampcharge.ampol.com.au
Phone: 13 14 04 - ACCC – Consumer Rights
https://www.accc.gov.au/consumers - Consumer Affairs Victoria
https://www.consumer.vic.gov.au/complaints
Ampol Complaints FAQs
How do I contact Ampol to submit a complaint about fuel quality, overcharging or service issues?
Ampol complaints can be submitted by phone on 1800 240 398, by email to ampolfeedback@ampol.com.au, through the online contact form, or in store. If you’re reporting fuel quality issues, incorrect charges, or poor service, include the station location, date, time, and receipts to speed up the investigation. Choosing the correct category on Ampol’s “Get in Touch” page helps direct your complaint to the right team and reduces delays.
What happens after I lodge a complaint with Ampol?
After you submit a complaint to Ampol, it is logged, acknowledged, and assigned to the appropriate team for investigation. Phone complaints are usually acknowledged immediately, while email or online submissions are typically confirmed within one business day. Simple issues may be resolved quickly, but fuel contamination, billing disputes, or vehicle damage claims can take longer while evidence is reviewed. If an error is confirmed, Ampol may offer a refund, reimbursement, credit, or other remedy under Australian Consumer Law.
How long does Ampol take to resolve complaints?
Most routine Ampol complaints are resolved within a few business days, depending on the complexity of the issue. Straightforward matters like duplicate charges or loyalty discount errors are often handled quickly by customer service or station management. More complex cases, such as contaminated fuel claims or AmpolCard billing disputes, may require investigation and additional documentation. Keeping your reference number and providing receipts early can help avoid unnecessary follow-ups.
How do I escalate a complaint if Ampol does not resolve it?
If Ampol does not resolve your complaint, you can request a supervisor review or an internal escalation using your complaint reference number. Following up in writing and asking for a senior representative can prompt a more detailed reassessment. If internal escalation fails, you may contact a state-based consumer protection agency under Australian Consumer Law, or the Energy & Water Ombudsman if your issue relates to Ampol Energy or AmpCharge EV services.
You’ve done your part, now it’s time to hold Ampol accountable.
Take the final step and submit a complaint that gets seen and responded to.