FAQs Details
Frequently Asked Questions
AmpCharge products safety and security
AmpCharge charging bays are designed with our customer safety front of mind and so that customers can charge their electric or plug-in hybrid vehicle safely at all times. Our chargers are tested to withstand the tough Australian conditions, including the rain, meaning they are safe to use throughout our Australian network*.
*AmpCharge chargers and installations comply to all relevant and applicable AS/NZS standards. AmpCharge have taken consideration of the best industry practices globally including the Institution of Engineering and Technology (IET) and Code of Practice for Electric Vehicle Charging Installations. AmpCharge has completed suitable safety risk assessments for all Electric Vehicle Charging installations.
Your EV should lock the connector in place once your charging session begins. Along with your EV's security features, AmpCharge on the road charging sites are placed at our well-known Ampol locations where sites are well-lit and staffed where possible.
Ampol App - EV Charging
Let’s get you started.
- Locate and navigate to the nearest AmpCharge charging site via the Ampol app.
- Select the charger and connector you wish to use in the Ampol app or scan the QR code next to the charging connector.
- Select a payment method or add a new payment method.
- Select ‘Start charging’ to begin your EV charging session.
- Connect the charging connector to your vehicle.
- Select ‘Stop’ to end your charging session.
- Check that your EV is unlocked.
- Un-plug your charging connector and return it back to the charger.
- Your payment will automatically be taken and you'll be emailed a copy of your invoice.
- And that’s it, you’re good to go.
- Navigate to your 'Profile', then to 'Recent transactions' in the app to view previous charging sessions.
- Make sure your connector cable is securely connected to your vehicle. The weight of the connector cable can mean it becomes loose sometimes.
- Check your internet connection – try using mobile signal instead of WiFi, and vice versa.
- Try closing the app completely and reopening it.
- Use the digital screen on the AmpCharge EV charger to check that it’s working.
If none of the above work, please call our 24/7 customer services team on 13 14 04 and we’ll do our best to help you.
Please don’t press the red emergency stop button unless instructed to. You will need to ensure you twist and release the button to restart the charger.
You can view your full charging session history in the 'Profile' section of the app. Once there, look out for 'Recent transactions'.
Charging on the road
Our AmpCharge on the road charging points have industry standard CCS2 and CHAdeMO connectors attached to charging connectors as required by ARENA, which are generally compatible with most EVs available in Australia. You shouldn't need to bring your own charging cable to site. However, you may need to bring your plug adapter.
Our AmpCharge on the road chargers have been developed to provide customers with a fast and convenient charging solution. Charging time usually takes approximately 10-20 mins using our up to 150kW ‘ultra-fast’ charger deployed at AmpCharge on the road charging bays, equating to roughly 100-200km in 10-20 mins.
Please note charging times also depend on your vehicle's battery size, your vehicle's charging capacity and the charge state of your battery - please check your vehicle's charging specifications to find out which charge is right for you.
The number of available charging points differs across each of our sites. Please check the AmpCharge App (launching soon) or our site locator for details of available charging points at our AmpCharge locations.
Charging specifications
We're installing solar panels and solar batteries at some service stations and to help power our retail stores and AmpCharge chargers. Where there is an excess of renewable power, the energy will be fed back into the electricity grid. In situations where solar panels or solar batteries don't cover all energy requirements, our AmpCharge chargers will be supplied by renewable energy through the purchase of Large-scale Generation Certificates (LGCs) to net the equivalent electricity consumption to 100%.
Charging speed
The speed of charge is dependent on the power of the EV charger and your EV's charging capacity - different chargers have different max power outputs or 'speeds'.
Please check your vehicle's charging specifications to find out the charge times for different charger powers. Estimated charge times are provided in the table below
Estimated charge times^ -
Vehicle Specifications |
Estimated empty to full charging time – by charger power* |
||
Vehicle battery size |
EV charger confidence range* |
50kW Fast |
150kW Ultra-Fast |
13.8kWh |
38kms |
40 mins |
17 mins |
40kWh |
230kms |
48 mins |
15 mins |
75kWh |
383kms |
90 mins |
30 mins |
^Estimated charge times are based on the industry measure of Time (Hours) = battery size (kWh) divided by charger power (kW) which is to be used as a guide only. Please note other external factors influence charging time including, but not limited to, your vehicle specifications, state of charge, air temperature etc.
*Charging point confidence range is the maximum distance that someone would be confident driving on electric power between charges. Real range will depend on various factors including driving conditions, outside temperature, heating/air conditioning and driving style, etc.
+Charging time may be limited by the maximum charging rate of the electric vehicle.
- Fast = 50-100 kW
- Ultra-Fast = 100-150 kW
- High Power = 150 kW+
EV Charger Installation
For full inclusions, services in addition and exclusions please see our FAQs.
Learn more about our installation service here.
Any custom works carried outside of the above scope of the standard installation. We'll keep you informed throughout the process of any potential additional costs, either as part of our initial estimate or when our electrician is onsite.
Any non-standard installation work may result in a reschedule of installation due to the need to source extra materials and/or finalising payment. We won’t commence any non-standard installation works until we have provided you a cost estimate, and you have approved and paid for the additional works required.
A standard installation includes the following works and services:
- Installation of your 7kW (32 amp) EV charger. IMPORTANT: Your EV charger will be set to the required input current (AC) level to ensure the EV charger will not exceed the household capacity or any relevant Standard Installation Rules (SiRs). If your home has limited or insufficient electrical capacity, your installer will reduce the charging speed of your EV charger to the extent necessary to guarantee a safe installation.
- Up to 20 meters of wall or ceiling mounted cabling (note: cable length depends on the proximity of the installation location to your switchboard).
- Protection switches (i.e. Type A RCBO and Type C MCB combined) mounted adjacent to the EV charger and easily accessible.
- All associated electrical containment and hardware fixings for the installation.
- Registration, testing and commissioning of your EV charger.
- Installation as per AS/NZS 3000:2018 Electrical Installation Wiring Rules.
- In-person instructions on ‘how to use’ your new home EV charger.
- Travel costs: free up to 50km of assigned licensed electrician.
Standard installations tend to be installations at owner-occupied homes with off-street parking that require only minor electrical works.
These installations include the commissioning and registering of a single phase 7kW EV charger, a full safety test and a demonstration on how to use your home EV charger by our licensed electricians.
- Underfloor work (excluding easy under house access), trenching, excavation, groundworks, civil works, multi-storey works or design works.
- Major switchboard modifications or other electrical remedial works to meet current wiring regulations.
- Work carried out outside of normal business hours.
- Asbestos removal.
- Upgrade of domestic electricity supply (e.g. switchboard upgrade, upgrade from single phase to 3-phase).
- Supply and installation of a new electricity meter.
- Installation requiring multi-story work.
- Obtaining Development Application (DA) approvals, permits, certification or similar requirements or approvals by building authorities, your distributor, councils, your body corporate, your landlord or other relevant authorities.
- Installation of your7kW/32 amp EV charger at a location nominated by you, provided this location meets the following requirements:
- it is in close proximity to your switchboard such that the EV charger can be connected to your switchboard using 20 meters or less of cabling (additional cabling can be installed at extra cost),
- it is structurally sound, safe and suitable for the safe installation of your EV charger,
- it meets the installation requirements set out in the EV charger installation manual
- Protection switches (i.e. Type A RCBO and Type C MCB combined) mounted adjacent to the EV charger and easily accessible.
- All associated electrical containment and hardware fixings for the installation.
- Registration, testing and commissioning of your EV charger.
- Your EV charger will be set to the required input current (AC) level to ensure the charger will not exceed the household capacity or any relevant Standard Installation Rules (SiRs). IMPORTANT: if your home has limited or insufficient electrical capacity, the installer will reduce the charging speed of your EV charger to the extent necessary to guarantee a safe installation.
- Installation as per AS/NZS 3000:2018 Electrical Installation Wiring Rules.
- In-person instructions on ‘how to use’ your new home EV charger.
- Travel costs: free up to 50km of assigned licensed electrician
IMPORTANT: Your EV charger will be set to the required input current (AC) level to ensure the charger will not exceed the household capacity or any relevant Standard Installation Rules (SiRs). If your home has limited or insufficient electrical capacity, the installer will reduce the charging speed of your EV charger to the extent necessary to guarantee a safe installation.
- Associated travel costs outside of 50km of assigned licensed electrician (you'll be notified if your property is outside of the 50km of installer location).
- Call outs for unsuccessful scheduled installations.
- Site inspections (not including scheduled installation).
- Extra parts supplied and installed, including sundries, conduits, 6mm^2 power cable 2C+E, 6mm^2 power cable 4C+E, circuit breakers, QLD basic AFLC active device management, non-combustible-backing-board, isolator switch, circuit breaker closure and active/neutral link.
- Extra parts installed, including QLD dynamic active device management.
- Fault investigation.
- Minor site repair.
- Partial switchboard upgrade.
Finding an AmpCharge location
Getting started
We deliver secure payments via our payment processing provider platform Stripe, so your personal information will be handled in accordance with our Privacy Policy.
Home EV Chargers
Not currently, but we’re looking to offer this soon so watch this space.
Please refer to our Customer Terms and Conditions, once read and you’ve decided you’d like to proceed with a refund or replacement, please email your request including your order number to support@ampcharge.com.au and one of our staff members will be in touch within 2 business days.
Payment
We offer several easy payment methods including Visa, Mastercard, AMEX, Apple Pay and Google Pay (via our AmpCharge app).
We deliver secure payments via our finance partner platform Stripe, so your personal information will be handled in accordance with our Privacy Policy
We deliver secure payments via our payment processing provider platform Stripe, so your personal information will be handled in accordance with our Privacy Policy.
Before you can start your AmpCharge charging session, you will be prompted in the app to select your payment method. Each time you select your payment method (or add a new payment method) for AmpCharge, a temporary $30 pre-authorisation hold will be placed on your card. This small transaction confirms the payment method is valid and helps protect our customers from fraudulent activity.
The pre-authorisation hold amount will be automatically refunded to you once your charging session is complete and payment was successful. The refund process could take up to 5 business days depending on your bank.