Had an issue with

Ampol

? Get a real response.

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:

• Calling the Ampol Customer Feedback Line
  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.
• Emailing Ampol Customer Feedback
  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.
• Submitting an 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.
• Raising the issue 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.
• Using 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 typically happens next:

• Your complaint is acknowledged, usually immediately by phone or within one business day for email or online submissions.
• Ampol logs the complaint and assigns it to the appropriate team.
• Simple issues may be resolved quickly by customer service or station management.
• More complex complaints may be escalated to specialist teams or a case manager.
• You may be contacted for additional information or documentation.

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.

If Ampol confirms an error occurred, they may offer a refund, reimbursement, credit, or other compensation consistent with Australian Consumer Law.

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.