How we handle complaints

At Ampol AmpCharge we're committed to receiving and resolving complaints in an accessible and transparent way. 

First class customer service is a priority for us, as is the timely and positive resolution of customer complaints. We review all feedback to reinforce our commitment to continual improvement and make sure that learnings are used to help us deliver better customer outcomes. 

Once a complaint has been received, we will:  

• Acknowledge receipt of your complaint as soon as practicable; 
• Begin an investigation into the circumstance around your complaint within 24 business hours of acknowledgement; 
• Keep you updated about the progress of your complaint either in writing or by telephone; 
• Notify you as soon as possible of the outcome of our investigation and any proposed resolution, including our reasons for the decision regarding the outcome; and 
• Provide you with the option of an internal review of your complaint if you are unsatisfied with the outcome of the investigation or the proposed resolution.

Ands in all instances, we will: 

• Treat you with respect;
• Take any complaint seriously; 
• Respect your privacy; 
• Manage your complaint with impartiality;
• Properly investigate and report on your complaint; 
• Resolve your complaint with proper consideration to facts; 
• Provide the option of internal escalation or a referral to an energy ombudsman scheme when requested or appropriate; and 
• Ensure equal access to our complaints management program and fair resolutions

Ombudsman  

If you're not satisfied with the outcome of your complaint, or the handling of your complaint by us, you can contact the respective Energy and Water Ombudsman in your state at any time to request a free and independent review. However, we do hope you will contact us directly to allow us the opportunity to rectify any issues.

Learn about our complaints policy.