This can be due to different factors such as:
- Technical problems in a substation.
- Vandalism or theft of energy infrastructure.
- Climate problems.
There may be delays due to:
- Delays in arrival due to displacement.
- Difficult access in the affected area.
- Arboreal density that makes work difficult.
- Safety, interventions can not be carried out during the night.
- Non-optimal climatic conditions.
You can pay your bills through ATMs, telephone, online, in-person assistance offices, CADEs, Multicolor Network and collection offices authorized by ENEL COLOMBIA. Check all the payment points at: www.enel.com.co/en/pay-my-bill-electricity.html
You can report it through any of the customer service channels we have available to you:
- Personalized assistance: visit any in-person assistance center, CADE or SuperCADE.
- Petitions, Complaints and Appeals: File a letter at the authorized in-person assistance offices.
- Fonoservicio: Line 115 or 7115115, option 5.
- Lack of timely payment of invoices issued by the COMPANY, corresponding to one (1) billing period.
- Paying invoices with checks that are not paid by the bank when presented.
- Because of anomalies in the installations, connections, meters, seals, meter boxes, bolts, plates, etc. or lines, or not complying with the payment of sanctions imposed for this reason.
- Failure to comply with the requirements or commitments acquired with the COMPANY.
- Due to alteration or unilateral variation and inconsistency of the conditions of provision of service, or for breach of any of the obligations stipulated in the contract.
- Providing, temporarily or permanently, the electricity service to another property or CUSTOMER different from the one for which the service is contracted.
- Preventing the connection to electrical points of the COMPANY or obstructing the connection or installation of the required equipment.
- In the case of CUSTOMERS who are beneficiaries of subsidies, giving the electric power a different use from that for which the subsidy is granted, or reselling it to other CUSTOMERS.
- When for reasons attributable to the CUSTOMER, the COMPANY can not take the reading in two (2) consecutive billing periods.
- Not executing within the fixed term, the adaptation of the internal installations that, for technical or security reasons in the supply of the service, the COMPANY requires in accordance with the regulations in force.
- Performing a reconnection without authorization from the COMPANY when the service is suspended.
- Preventing the revision or verification of the measurement equipment and installations or, for preventing the removal, change or correction of the meter and the adequacy of the connection when the COMPANY so determines.
No, this type of transaction is not valid in the company.
It can happen due to any of the following situations:
- Because of anomalies in the installations, connections, meters, seals, meter boxes, bolts, plates, etc. or lines; or not complying with the payment of the sanctions imposed for this reason, when the decision is final.
- Failure to comply with the requirements or commitments acquired with the COMPANY. Example: An adaptation not made.
- Due to alteration or unilateral variation and inconsistency of the conditions of provision of service, or for breach of any of the obligations stipulated in the contract.
- Providing, temporarily or permanently, the electricity service to another property or CUSTOMER different from the one for which the service is contracted.
- Preventing the connection to electrical points of the COMPANY or obstructing the connection or installation of the required equipment or equipment.
- In the case of the CUSTOMERS beneficiaries of subsidies, for giving the electric power a different use from the one for which the subsidy is granted, or reselling it to other CUSTOMERS.
- When for reasons attributable to the CLIENT, the COMPANY can not take the reading in two (2) consecutive billing periods.
- Not executing within the fixed term, the adaptation of the internal installations that, for technical or security reasons in the supply of the service, the COMPANY requires in accordance with the regulations in force.
- Performing a reconnection without authorization from the COMPANY when the service is suspended.
- Preventing the revision or verification of the measurement equipment and installations or, for preventing the removal, change or correction of the meter and the adequacy of the connection when the COMPANY so determines.
The venues that have the necessary logistics to filing letters are:
- Av. Suba, Av. Suba No. 128 B-18
- Chía, Calle 5 No. 1 A-18
- Edificio Administrativo, Cra. 13A No. 93-66
- Fusagasugá, Calle 9 No. 1-02
- Galerías, Calle 53 No. 22-53
- La Palma, Cra. 3 No. 5-68
- La Vega, Cra. 4 No. 11-70
- Madrid, Calle 7 No. 4-62
- Mesitas del Colegio, Calle 10 No. 8 A-52
- San Diego, Cra. 7 No. 33-65
- Suesca, Calle 4 No. 10-98
- Ubaté, Cra. 4 No. 10-98
- Venecia, Autopista Sur No. 54 A-07
- Zipaquirá, Calle 4 No. 6-15
In accordance with the provisions of Article 158 of Law 142 of 1994, "The company will respond to appeals, complaints and petitions within fifteen (15) business days from the date of submission. After that term and unless it is shown that the subscriber or user caused the delay, or that it was required to conduct tests, it shall be understood that the appeal has been resolved in a favorable manner".
The customer’s number, name and phone number.
They can be taken to the laboratory located at Av. Cra. 68 # 5-21.
Claims, requests, consultations and filings.
It should be clarified that the claim must be presented in a timely manner so that the service is not suspended. The time established for the Company to grant the response to the claim is 15 working days (Law 142 of 1994 Article 158). After the response, the corresponding suspension order will be generated, in case there are pending amounts to be paid by the client and the payment has not been made.
- Report
- Invoice of the property.
- Photocopy of the owner's ID.
- Written authorization with copy of the authorized person’s ID, in case the applicant is not the owner.
The report must be filed in a police station and the company must be informed through the different customer service channels.
This is a maintenance service that the company carries out at no cost, taking into account that, if it is affecting the quality of the service, a corrective pruning or clearing of the network area will be done.
Yes, in case the connection must be made to the distribution networks. You must do the procedure by sending a letter requesting the permanence of the service; it must include the customer number to which the corresponding amount will be charged depending on the installed load and its duration.
In case the lighting is connected directly from the property, it is not necessary to request authorization, since the consumption will be registered through the meter.
This procedure can be done through any Commercial Service channel, indicating whether or not it is affecting the quality of the service.
This procedure requires authorization by the Administrative Department of Environment (DAMA), in the urban area; and the Regional Autonomous Corporation (CAR), in rural areas.
In the event that the suspension or cut-off of the service has been effective and caused by breach of the Uniform Conditions of the contract by the CUSTOMER, in order to restore the service the CUSTOMER must eliminate the cause of such suspension or cut-off, pay the reinstallation or reconnection charges and those of the pecuniary sanctions if applicable. The payment is made on the invoice following the reconnection.
See our section on Energy Rates, by clicking here.
The percentage increase is defined by the Energy and Gas Regulatory Commission (CREG), since it is this entity that regulates the rates.
The rates are regulated by the Energy and Gas Regulatory Commission, CREG, a government entity.
To residential customers in strata 1, 2 and 3 a subsidy percentage on subsistence consumption of 173 KWh for altitudes under 1,000 meters above sea level, and 130 KWh for heights above (i.e., Bogota), after this amount the kWh are billed at full rate.
The subsidy percentages are: Stratum 1: 50%, Stratum 2: 40%, and Stratum 3: 15%. Stratum 4 has no subsidy, and strata 5 and 6 are billed a contribution of 20% on the total invoiced consumption.
The subsidy is variable for Strata 1 and 2, ranging between 50% and 60% for E1, and between 40% and 50% for E2.
Check the rates here: www.enel.com/hogar/tarifas
In the invoice, the full kWh rate and the kWh value are always recorded, applying the respective subsidy according to the stratum. The general formula for calculating the actual amount to be paid is the following: Consumption (kWh) * value of kWh = total amount.
SERVICE CENTERS
Avenida Suba: Av suba Nº 128 A – 22
Calle 80: Calle 80 No. 89-15
Chapinero: Carrera 13 No. 53 - 43
Suba 91: Carrera 91 No. 139 - 34 Local 1 y 2
Calle 93: Carrera 13 A Nº 93 - 66
San Diego: Nomenclatura: Carrera 12 No. 23-87 / Ubicación: Cra 10 con Calle 23 Esquina
Venecia: Autopista Sur Nº 54 A - 07
Restrepo: Carrera 20 Nº 15 - 10 Sur
Santa Librada: Calle 79 Nº 0 - 79 Sur
Kennedy: Carrera 78B Nº 38B - 30 Sur
Soacha: Carrera 7 No. 33 - 32 Piso 3 Local 301 a 308 Centro Comercial Mercurio
Chia: Calle 5 Nº 1A - 18
Zipaquirá: Calle 3 D No. 13-111
Madrid: Calle 7 Nº 4 - 62
CADEs BOGOTÁ
Servita: Calle 165 Nº 14 - 80
Chico: Carrera 16 No. 90 - 60
Tunal: Calle 47 B.Sur Nº 24B - 33 C. C. Tunal entrada 1
Plaza Américas: Carrera 71D Nº 6 - 94 sur C. C. Plaza. Local 1132/34
Fontibón: Diagonal 16 Nº 104 - 51 (Centro Comercial Portal de la Sabana)
La Gaitana: Trans 126 Nº 133 - 32
Santa Lucía: Av. Caracas Nº 42 - 00 Sur
La Victoria: Diagonal 37 Sur No 2- 00 Este
Toberin: Cra 21 No 169-62 Centro Comercial Stuttgart - Local 118
SUPERCADEs BOGOTÁ
Américas: Av. Cra 86 No. 43 - 55 sur PORTAL AMÉRICAS
Bosa: Av. Calle 57 R sur No. 72D-12 PORTAL DEL SUR
Carrera 30: Carrera 30 No. 25-90
Suba: Av. Calle 145 No. 103 B - 90 PORTAL SUBA
20 de Julio: Carrera 5 A #30 D 20 Sur
CUNDINAMARCA SERVICE CENTERS
La Vega: Carrera 4 Nº 11 - 70
La Palma: Carrera 3 Nº 5 - 68
Villeta: SUBESTACIÓN ENEL COLOMBIA VILLETA - FRENTE A ECOPETROL
Fusagasugá: Calle 9 Nº 1 - 02 BARRIO ANTONIO NARIÑO
Mesitas: Calle 10 Nº 8 A - 52
Ubaté: Carrera 4 Nº 10 - 98 BARRIO JUAN JOSE NEIRA
Chocontá: Carrera 5 No. 5 - 73 CENTRO COMERCIAL EL MOLINO DEL PARQUE
* On Saturdays, documents are filed the next business day and the filings are made in all the offices (CSC, Cades and Supercades).
You can find the opening hours in our Enel Colombia Radar at www.enel.com.
If you want to enter directly and review all the information about service points and opening hours, click here.
CUNDINAMARCA SERVICE CENTERS
La Vega: Carrera 4 Nº 11 - 70
La Palma: Carrera 3 Nº 5 - 68
Villeta: SUBESTACIÓN ENEL-CODENSA VILLETA - FRENTE A ECOPETROL
Fusagasugá: Calle 9 Nº 1 - 02 BARRIO ANTONIO NARIÑO
Mesitas: Calle 10 Nº 8 A - 52
Ubaté: Carrera 4 Nº 10 - 98 BARRIO JUAN JOSE NEIRA
Chocontá: Carrera 5 No. 5 - 73 CENTRO COMERCIAL EL MOLINO DEL PARQUE
Monday through Friday from 7am to 5pm, and Saturdays from 8am to 12pm.
No, only from Monday to Friday at the following offices: Venecia, Suba, San Diego, Galerías, Chía; Madrid, Zipaquira, Fusagasuga, La Palma, La Vega, Mesitas del Colegio, Suesca y Ubate; y edificio administrativo ubicado en Cra 13a N. 93 – 66.
Yes, it is possible. To do so, you must go to an in-person assistance center or CADE.
Yes, invoices for properties located outside Bogota are received at these collection points.
No, all charges will be included in the customer's invoice.
No, they are only authorized to receive the ENEL COLOMBIA invoice.
Yes, you can make a payment agreement for the amounts billed for this item.
No, you can make the payment directly at the collection offices and payment points without an authorization stamp.
Yes, these offices also receive ENEL COLOMBIA invoices from Bogotá.
Yes. However, the charge is subject to the result of the revision, in case this was done by the Company to verify the functioning of the meter or the status of the service. Additionally, it will have a cost when the client requests the revision.
To the Losses Control Area of Bogotá or Cundinamarca, depending on where the property is located.
The minimum installations that the property must have to request the service for the first time, are the internal installations.
You need the no-lien certificate of the property, nomenclature bulletin of the property, copy of the owner's ID, copy of an energy bill of a neighbor of the same block; Along with these documents you should go to an in-person assistance location and make the request. The validity of the documents must not exceed 30 calendar days. For rural accounts, in addition to the documents mentioned above, it is necessary to attach a location map. In case the applicant is not the owner, you must attach an authorization letter and a copy of the owner and the authorized person’s ID.
Based on the Law 142 of 1994 and the Enel Colombia CCU, the necessary suspensions will be carried out and, in each of them, the charge established in the rate regime will be made as verification of the state of the connection.
Yes it is necessary, since a new supply is being requested.
- Property invoice paid.
- Owner authorization and copy of their identity card, or written authorization with copy of the authorized person’s ID.
- No-lien certificate (valid for 30 calendar days) in case the invoice is not in the owner's name.
The established height is: 1.20 meters.
At any hardware store. What’s important is that the materials comply with current technical standards, which ENEL COLOMBIA will assess when approving the works.
Single-phase bifilar energy meter 120v 15 (60) A cl-2
Single-phase trifilar meter 120 / 240v 15 (60) A
Three-phase meter 120-208 v 3x20 (80) A
Three-phase tetrafilar energy meter 120-208v. 3x50 (150) A
The types of meters are: single-phase and three-phase.
Among the brands are: Complant, Iskra, Siemens, ABB and Landis.
This project consists of giving Immediate Fulfillment to Requests by means of a previous appointment in which the budget of the work will be issued and its subsequent execution.
Yes, they are claimed in the meter laboratory located at Av. Cra. 68 No. 5-21 with the following requirements:
- Invoice proving purchase of the equipment (either from ENEL COLOMBIA or from another supplier).
- Capacity of the person who claims the meter to verify the property, in case of not being an owner, authorization letter.
- Copy of the owner and authorized person’s ID.
- Meter withdrawal certificate.
Yes, as long as you expressly state that need in the observations when the request is made to the company.
It means that it complies with the appropriate technical specifications for its installation.
No, the withdrawn meters are not reusable.
Yes, as long as it is relocated and there is no meter on the premises where it will be installed.
It is the Technical Regulation of Electrical Installations and was created by Decree 18039 of 2004, of the Ministry of Mining and Energy. The objective of this regulation is to establish measures that guarantee the safety of people, animal and plant life and the preservation of the environment, preventing, minimizing or eliminating the risks of electrical origin.
You can consult the Technical Standards and Technical Specifications of ENEL COLOMBIA for free by clicking here.
The document has no cost, and can be downloaded from the page of the Ministry of Mining and Energy following this link.
Public service companies do not charge sanctions to their clients; they are required to charge for energy consumptions not recorded in the measurement devices, due to anomalies, investigation of deviations of consumption, etc. Said charges will be made to the owner of the account, that is, to the owner of the property. The foregoing, in accordance with the provisions of Law 142 of 1994 and the Uniform Conditions Contract of ENEL COLOMBIA.
Consult the entire law here and stay informed.
We also invite you to learn about our Personal Data Processing policy here.
How to make inquiries:
To expand the information on how to protect your data or solve your concerns, from Bogota dial 7115115 option 5 - 1 or from Cundinamarca dial 018000912115 or 3532626 option 4.
Visit our Service Centers, check the addresses here.
The consultation must be addressed within a maximum term of (10) business days counted from the date of receipt of the same. When it is not possible to address the consultation within said term, the interested party will be informed, stating the reasons for the delay and indicating the date on which the consultation will be addressed, which in no case may exceed five (5) business days following the expiration of the first term.
Requirements to file a claim:
You can file your claim from Bogotá by dialing 7115115 option 5 - 1 or from Cundinamarca, dial 018000912115 or 3532626 option 4.
Visit our Service Centers, check the addresses here.
The interested party must submit the claim by means of a request addressed to the Company, containing:
- Customer’s ID.
- Description of the claim.
- Notification address.
- Relevant documentation.
If the customer’s claim is incomplete, the customer will be requested within five (5) business days following receipt of the claim to present the missing information.
The customer has two (2) months from the date of the request to deliver the required information, if the information is not delivered, the case will be terminated.
If the company can not resolve the claim, it will transfer it to the corresponding person and inform the interested party of the situation.
The maximum term to respond to the claim will be fifteen (15) business days counted from the day following the date of its receipt. When it is not possible to address the claim within said term, the interested party will be informed of the reasons for the delay and the date on which his claim will be handled, which in no case may exceed eight (8) business days following the expiration of the first term.
Yes, since the custody of the meter is the responsibility of the customer.
According to article 156 of Law 142 of 1994, «Appeals may be filed for violation of the Law or the uniform conditions of the contract. In the uniform conditions of the contracts, the recourse procedures and the officials who must resolve them will be indicated».
Additionally, the Uniform Conditions Contract article 23 provides, «The client will not be obliged to pay the invoice as a prerequisite to formulate a claim. You can directly submit your complaint, request or complaint verbally or in writing, without resorting to intermediaries. In no case will claims against invoices that are more than five (5) months that have been issued by the Company be accepted; In turn, the latter may respond in the same manner in which the customer has addressed it, and the latter must accredit the condition in which it acts when submitting its petition, complaint or appeal».
The rights to which one is entitled are established in the Uniform Conditions Contract in the following articles:
15.2 «Against the decisions by means of which sanctions are imposed for breach of the Uniform Conditions of the Public Energy Service Contract, the remedies shall proceed through the governmental channel indicated in clause 23.1 of these Uniform Conditions».
23.1 Section (d) «The appeal for reconsideration proceeds before the COMPANY; the appeal can only be filed as subsidiary of the appeal before the Manager or Legal Representative of the same, who must then send the file to the Superintendence of Public Utilities. Said remedies must be filed in writing, in the procedure of personal notification, or within the five (5) days following, or the setting aside of the edict, and the procedure established in the Contentious Administrative Code will be given».
Section (e) "When the appeal is rejected, the complaint will proceed under the terms of article 50 and concordant of the Contentious Administrative Code. This recourse is optional and must be filed directly with the Superintendence of Residential Public Services within five (5) days after the notification of the decision rejecting the appeal. Received in time the writing, the Superintendence of Residential Public Services will immediately arrange the referral of the file, and decide on the case.
This procedure is considered an obligation of the company and is stated in Article 8.5 of the Uniform Conditions Contract "Review, when it deems appropriate, or as requested by the Customer, the installed measurement equipment to verify its correct operation".
Yes, this in order to avoid future sanctions for the customer.
Make the report through any customer service channel we have available to you.
- Personalized attention: you should visit any in-person assistance office, multiservice, CADE or SuperCADE.
- Petitions, Complaints and Resources: file a letter in the authorized in-person assistance offices.
- Telephone support:
- Toll free line 018000912115 option 5 - 5
- 3532626 option 5 - 5
- From any movistar phone dial 115 option 5 (toll free).
Or by clicking here
By dialing the hotline 7115115 they will give you the corresponding information. Likewise, these are the different means whereby we will inform you in advance regarding any scheduled maintenance:
- ADN newspaper.
- Radio stations.
- Web page.
You can also sign up to receive an email or text message in the alerts and messages section of our website.
These are the different means whereby we will inform you in advance regarding any scheduled maintenance:
- ADN newspaper.
- Radio stations.
- Web page.
You can also sign up for the Messages and Alerts system through the website.
The customer must receive a certificate indicating the procedure that was carried out.
Because it constitutes a breach of the provisions of the Uniform Conditions Contract, which governs the relationship between the customer and the company.
You may check the authenticity of the people who visit you and claim to be with Enel-Codensa, by calling the hotline 7115115, option 5. There, with the name and number of the technician's license or vehicle license plate, you can confirm the authenticity.
At the in-person assistance offices located in Venecia and Suba.
Taking into account that this process must be done personally, since the customer must sign a promissory note agreeing to cancel the debt in the agreed time, it is necessary to go to any personalized assistance center. These are located at:
SERVICE CENTERS
Venecia Autopista Sur No. 54 A-07
San Diego Carrera 7 No. 33-65
Av. Suba Av. Suba No. 128 B-18
MULTISERVICIOS
Calle 80 Av. Calle 80 No. 89-15
Galerías Calle 53 No. 22-53
Restrepo Carrera 21 No. 15-28 Sur
Kennedy Carrera 78 B No. 38 B-30 Sur
Santa Librada Calle 79 No. 0-79 Sur
Despensa Calle 12 No. 9-05 Bosa
Suba-Rincón Transversal 91 N. 127 - 10
CADES
Victoria Diagonal 37 Sur Carrera 2 Este
Candelaria Calle 59 Sur No. 38-05
Plaza de las Américas Transversal 71 D No. 26-94 Sur
Chico Calle 90 No. 15-62
Usaquén Av. 7 No. 117-54
Servitá Calle 165 No. 14-80
Suba Carrera 92 No. 145-02
SuperCADE Cra. 30 N. 24 – 90
RURAL
Fusagasugá Calle 9 # 1 - 02
La Palma Carrera 3 # 5 - 68
Mesitas del Colegio Calle 10 # 8A - 52
Suesca Calle 4 # 10 - 98
Ubaté Carrera 4 # 10 - 98
La Vega Cra. 4 N. 11 - 70
Chía Calle 5 No. 1 A-18
Madrid Calle 7 No. 4-62
Zipaquirá Calle 4 No. 6-15
Via phone we will give you the information on the plan with which you can finance the debt, but to subscribe the agreement you should visit an in-person assistance location, since you will be asked to sign the promissory note with which you agree to pay the debt in the time agreed.
They are issued immediately at the in-person assistance offices and CADE if the request is for normal consumption payments. In case of specific requests for an additional product, it must be requested in writing, filing the letter at any in-person assistance location. When the applicant is not the owner of the property, they must submit a written authorization and copy of the owner and authorized person’s ID.
Accreditation of the property ownership: If the owner is not registered in the COMPANY, the ownership history presented must be no more than 30 days. If it is a promise to purchase and sale, this must be no more than 60 days.
Natural person
Owner
- Copy of ID.
If not the owner
- Authenticated letter from the owner authorizing the subscription of the payment agreement to the applicant
- Copy of the owner and authorized person’s ID.
Holder or invader
- Copy of the document evidencing the beginning of the notarial process of registration of possession.
Asset Custodian or Liquidator.
- Copy of the court order or memorandum or the resolution of the superintendence evidencing the designation as sequester or liquidator of the property.
- Copy of ID.
Inheritor
- Copy of the owner's death certificate
- Copy of the birth certificate that certifies the kinship between the applicant and the owner or if it is a succession process, a copy of the document that shows that the applicant is part of the group of people recognized in said process.
- Copy of the applicant’s ID.
Legal person
- Chamber of Commerce Certificate no more than thirty (30) days.
- Photocopy of your identification document.
If not the Legal Representative
- Letter of authorization signed by the legal representative
- Chamber of Commerce certificate no more than thirty (30) days
- Copy of ID
Yes. The debt is subject to discount by waiver of the accumulated interest, which becomes effective when the payment is applied in the Commercial System and the following cycle is invoiced.
There is no minimum amount you can finance. However, the decision will be subject to the account background.
A debt can be financed from a single fee up to 48 installments, if the applicant is the owner, otherwise, a written authorization from the owner is required in order to have the same conditions, otherwise the debt can only be financed in no more than 3 installments.
Since the Lease Act entered into force on July 10, 2004, for RESIDENTIAL CUSTOMERS, in the event that the owner reports the lease agreement, the COMPANY accepts the complaint and its validity is maintained, the owner will not be jointly liable with the tenant.
Yes, since it is an obligation of the customer and is stipulated in the Uniform Conditions Contract article 9.7 "Allow the revision of the meters and their reading ...”
It is the obligation of the COMPANY to reconnect the service once the COMPANY determines that the causes that led to the suspension have been overcome, within a maximum period of three (3) business days. The reconnection of the service can only be executed by the personnel authorized by the COMPANY.
No. However, it is mandatory to allow access to the meter to verify the reading, so it is advised that customers who do not remain on the premises keep their meter on the outside.
The report can be made through the hotline 7115115, 24 hours a day.
If you have the corresponding documentation for each case, the request can be managed through:
- Personalized Service Channels: You can approach any Service Center, Multiservice, CADE or SUPERCADE with documentation.
- For petitions, complaints and claims: You can file a letter attaching the corresponding documents.
If the call is made from a landline phone, no charge is made, but if the call is made from a cell phone it will cost $ 750 plus VAT.
No, they are only authorized to receive the invoice from Enel Colombia
No, the payment can be made directly at the collection offices and payment points without an authorization stamp.
Yes, these offices also receive Enel Colombia invoices from Bogota.
Yes it is possible, to do it you must go to an in-person assistance center or CADE.
After the suspension announcement date, invoices can be paid through Redeban Multicolor, Baloto points, Enel Colombia Service Center, CADEs and SuperCADE in Bogota. It is not necessary to have authorization.
Yes, you can pay your invoice if your property is outside Bogota.
You can find the opening hours in our Enel Colombia Radar at www.enel.com.co
If you want to enter directly and review all the information about service points and opening hours, click here
Complaints for bad service of the company's personnel can be made through the telephone line 589 48 94 or through our website in the costumer ombudsman section.
It is not required.
It is not necessary, You can register through our online invoice link without registering on the web.
Yes, it applies to all accounts, whether Residential, Non-Residential or Business.
By accepting to receive the online invoice, it will replace the delivery of the physical paper invoice.
It can arrive in PDF format via link or attached in the email and it will contain the same information as the physical invoice including any charge annexes for other products or services (Credit, insurance, etc.).
No. When you are enrolled in online invoice, the customer will receive a text message confirming that it is now part of the online invoice process and that the invoice can be consulted in the email.
Within the terms of the law (15 working days maximum)
Yes, the customer may have more than one email associated with the account, for example, both the owner and the tenant may have online invoice, and one email may also be associated with several accounts. In this way both the owner and the user of the service can enjoy this benefit.
We have different authorized payments options such as internet, phone, cashier, Redeban, mobile banking and automatic debit that you can find on our website medioselectronicos.micodensa.com. With these options, only with the account number will you be able to make the payment.
Ideally, use the authorized means for electronic payment, however, if at any time your decide to print your invoice, it is recommended to use a laser printer and/or use the Google Chrome browser or Print your duplicate in the auto query machines located at the assistance points.
The online invoice does not affect the Protection of Personal Data, given that the distribution of the invoice, as well as the registration of users, is an indispensable act inherent in the provision of the service. If you wish to consult how Enel Colombia processes your data, you can find out here.
Currently there are none foreseeable. Remember that the online invoice is associated with the energy service guaranteeing that the customer has an easy and adequate access to their invoice through the different media.
One day before the first due date we send a payment reminder of the invoice to the email and via text message to the mobile number registered so you don’t forget.
We guarantee the delivery of the online invoice, therefore we validate that the emails we send out arrive to the mailbox of the final recipient.
The online invoice is issued complete, that is to say for all the invoiced items.
The entire process, both activation and withdrawal or deactivation of the online invoice can be done through the website, or contact us through any of the channels of your choice.
The person responsible for payment is the one who determines how the invoice should arrive. If the owner so wishes, they can also receive the same online invoice at the same time as the other users, so they can keep track of the property invoice.
Yes you can do it, through the website by deactivating the previous property and activating the new one, or you can do it through any of the company's channels.
Yes, the online invoice service applies to all company customers.
Yes, you can perform the online invoice activation through the stated channels, once it is active, the special distribution service is deactivated.
The online invoice will be generated from the next billing period after the one in process.
Yes, you must enter the eight-digit customer number without a hyphen.
At the moment it is not possible, but we are working so that starting in July they can do it.
For on-site invoices (FIS 4000 and 5000 branches), the payment document will be available two days after receipt of the invoice, due to internal Billing processes.
Yes, the invoice will be available until a new payment document is generated.
Yes, these documents will be available for payment the day after they are issued.
First, it must be verified at the bank if the customer has the PSE payment option enabled and the authorized amount covers the amount to be paid on the invoice. The customer must verify the balance in the account, wait a while and try the payment again, it is possible that the bank was not online at the time of approving the transaction.
You must wait between 20 and 30 minutes to try again the payment in order for the system to authenticate that the operation was not completed.