Business procedures guide

This procedure applies Decree 2860 of 2013 (contribution exemption) for industrial electricity users whose main economic activity is registered in the Single Tax Registry (RUT) under Codes 011 to 360, 581, and 411 to 439 of Resolution 000139 of 2012, issued by the UAE – National Tax and Customs Directorate (DIAN).

Requirements:

RUT issued within the last 30 days.
Certificate of Incorporation and Legal Representation (Chamber of Commerce) issued within the last 90 days.
Copy of the legal representative’s ID.
Formal request letter for Industrial Exemption and Inspection Authorization. Download here.

Please note:

This type of request applies to industrial customers whose main activity falls within Codes 011 to 360, 581, and 411 to 439 of Resolution 000139 of 2012 issued by the UAE – DIAN. These activities can be verified in the RUT.

The tariff benefit will apply starting the month following the filing of the request and will remain valid for six (6) months.

Learn more here

Apply for your contribution exemption benefit here

This procedure applies Decree 2287 of 2004 (subsidy on the contribution amount) to public utilities providers of water supply and sewerage services for electricity consumption used specifically in operational activities inherent to the provision of their public service.

Requirements:

RUT issued within the last 30 days.
Certificate of Incorporation and Legal Representation (Chamber of Commerce) issued within the last 90 days.
Copy of the legal representative’s ID.
Formal request letter for Industrial Exemption and Inspection Authorization. Download here

Please note:

This type of request applies to industrial customers whose main activity falls within Codes 011 to 360, 581, and 411 to 439 of Resolution 000139 of 2012 issued by the UAE – DIAN. These activities can be verified in the RUT.
The tariff benefit will apply starting the month following the filing of the request and will remain valid for six (6) months.

Learn more here

Apply for your contribution exemption benefit here

This applies to requests for contribution exemption for non-profit assistance entities, meaning those that provide support services such as protection for children, persons with physical, sensory, or mental disabilities, individuals in situations of indigence, and senior citizens.

Requirements:

Formal written request from the interested party for the application of the exemption and inspection authorization. Download here
Certification issued by the Health Secretariat accrediting the entity as a healthcare service provider. Validity not exceeding four (4) years. The address on the certification must match the service account address.
Official document proving non-profit status, issued by the Mayor’s Office of Bogota or the respective municipality, or another authorized entity.
On-site inspection confirming that healthcare service activities are carried out at the property.

Please note:

This type of request applies to industrial customers whose main activity falls within Codes 011 to 360, 581, and 411 to 439 of Resolution 000139 of 2012 issued by the UAE – DIAN. These activities can be verified in the RUT.
The tariff benefit will apply starting the month following the filing of the request and will remain valid for six (6) months.

Learn more here

Apply for your contribution exemption

This applies to requests for contribution exemption for non-profit educational service providers, such as schools, colleges, universities, and other educational institutions.

Requirements:

Formal written request from the interested party for the application of the exemption and inspection authorization. Download here
Certification accrediting the entity as a non-profit educational service provider (school, college, university, or other educational institution), issued by the District, Municipal, or Departmental Education Secretariat, with a validity of no more than one (1) year.
Official document proving non-profit status, issued by an entity authorized for such purpose.

Learn more here

Apply for your contribution exemption benefit through our Video Call service here

This applies to requests for contribution exemption for healthcare service providers, such as hospitals, clinics, health posts, and health centers, regardless of whether they are public or private, and whether or not they operate on a non-profit basis.

Requirements:

Formal written request from the interested party for the application of the exemption and inspection authorization. Download here.

Requirements:

Formal written request from the interested party for the application of the exemption and inspection authorization Download here.
Certification issued by the Health Secretariat accrediting the entity as a healthcare service provider. Validity not exceeding four (4) years. The address on the certification must match the service account address.
Official document proving non-profit status, issued by the Mayor’s Office of Bogota or the respective municipality, or another authorized entity.
On-site inspection confirming that healthcare service activities are carried out at the property.

Learn more here

Apply for your contribution exemption benefit through our Video Call service here

This applies to requests for contribution exemption for electricity consumption billed to commercial or industrial common areas where a contribution charge is applied, in accordance with Act 675 of 2001.

Requirements:

Formal request from the Legal Representative to access the exemption and authorization for inspection. Download here.

Certification signed by the Statutory Auditor or, if there is no statutory auditor, by the Legal Representative of the Legal Entity, confirming that:
- No industrial and/or commercial activities are carried out in the common areas of the property.
- Industrial and/or commercial activities carried out in the common areas are directly executed by the Property Owners’ Association (Horizontal Property), and that the income or economic compensation derived from such activities is used exclusively to pay common expenses that facilitate the existence, stability, operation, maintenance, security, use, enjoyment, or exploitation of privately owned units.
Updated RUT.
Certificate of incorporation and legal representation of the legal entity issued by the Municipal or District Mayor of the location of the building or complex, or by the delegated authority, stating the name of the legal representative and the date on which the property owners’ association was registered under the horizontal property regime. Validity not exceeding one (1) year.
Result of an inspection to determine the activity carried out in the common areas.

Learn more here

Apply for your contribution exemption benefit through our Video Call service here

This procedure, in accordance with Act 2068 of December 31, 2020 and Act 2277 of 2022, allows you to request a 20% reduction in your monthly billing amount through a temporary tax benefit applicable to your electricity consumption until December 31, 2024. This benefit applies to electricity users in the tourism sector whose main economic activity is registered in the Single Tax Registry (RUT) under the following codes, as defined by the UAE – National Tax and Customs Directorate (DIAN):

5511: Hotel accommodation.
5512: Apartment hotel accommodation.
5513: Holiday center accommodation.
5514: Rural accommodation.
5519: Other types of accommodation for guests.
8230: Organization and/or management of events such as trade shows, business exhibitions, conventions, conferences, and meetings, including or not including the management of facilities and necessary staff.
9321: Amusement park and theme park activities.

If your company’s main economic activity falls under the codes listed above, please submit your request by emailing servicioalcliente.empresarial@enel.com, attaching the following documents:

Updated RUT.
Certificate of Incorporation and Legal Representation (Chamber of Commerce certificate) issued within the last 90 days.
Copy of the legal representative’s ID.
Formal request letter for contribution exemption under Act 2277 of 2022 and authorization for inspection, signed by the legal representative. Download here.

Learn more here

Apply for your contribution exemption benefit through our Video Call service here

This procedure applies when the customer has mistakenly paid the wrong invoice.

Requirements:

Request letter and copy of ID.
If payment was made using the invoice, attach the original proof of payment. If payment was made via Baloto, attach the original payment receipt.
If payment was made via POS terminal, Gtech, Éxito, Redeban, ATM, or any electronic channel, attach a bank certification or original voucher issued by the payment terminal.
If payment was made online, attach a printout of the successful transaction screen.

Please note:

Submit your request here

This procedure applies when the customer has made a payment, but it does not appear in Enel Colombia’s system.

Requirements:

If payment was made using the invoice, attach the original proof of payment.
If payment was made via POS terminal, Gtech, Éxito, Redeban, ATM, or any electronic channel, attach a bank certification or original voucher issued by the payment terminal.
If payment was made via Baloto, attach the original payment receipt.
If payment was made online, attach a printout of the successful transaction screen.

Please note:

Submit your request here

This procedure applies when updating the property address on the invoice due to a change in official address (nomenclature).

Requirements:

Document containing the correct address (original latest Property Tax Bill, Cadastral Certificate, or official document from the Planning Authority).

Please note:

Submit your request here

This procedure applies when updating the name of the property owner on the invoice.

Requirements:

Certificate of Title and Ownership issued within the last 90 days.

If you do not have the Certificate of Title and Ownership, you may submit any of the following documents:

Most recent Property Tax Bill.
Proof of possession of the property.
Court judgment awarding ownership of the property.
Administrative resolution awarding ownership of the property.
Residential Leasing Agreement entered into with a legally established financial institution.
Public Deed.

If the address on the Certificate of Title does not match the address registered on the invoice, you must also attach a Cadastral Certificate issued within the last 60 days.

Please note:

Submit your request here

This procedure is carried out to update the name of the property owner on the invoice.

Requirements

Certificate of Title and Ownership issued within the last 90 days.
Chamber of Commerce certificate issued within the last 90 days.

If you do not have the Certificate of Title and Ownership, you may submit any of the following documents:

Most recent Property Tax Bill.
Document proving possession of the property.
Court judgment awarding ownership of the property.
Administrative resolution awarding ownership of the property.
Residential Leasing Agreement entered into with a legally established financial institution.
Public Deed.
In the case of common areas, the Legal Representative will act as a third party. The Certificate of Title confirms legal ownership.
If the address on the Certificate of Title does not match the address registered on the invoice, you must also attach a Cadastral Certificate issued within the last 60 days.

Please note:

Submit your request here

This procedure is carried out to update the name of the property owner on the invoice.

Requirements:

Certificate of Title and Ownership issued within the last 90 days.
Copy of the account holder’s ID.

If you do not have the Certificate of Title and Ownership, you may submit any of the following documents:

Most recent Property Tax Bill.
Document proving possession of the property.
Court judgment awarding ownership of the property.
Administrative resolution awarding ownership of the property.
Residential Leasing Agreement entered into with a legally established financial institution.
Public Deed.

INDIVIDUAL
- Signed Special Delivery Request and Authorization of Charges form.
- Copy of the owner’s or account holder’s ID.

LEGAL ENTITY
- Signed Special Delivery Request and Authorization of Charges form.
- Chamber of Commerce certificate issued within the last 30 days.
- Copy of the Legal Representative’s ID.

SPECIAL DELIVERY (AUTHORIZED THIRD PARTY)
- Signed Special Delivery Request form, Authorization Letter, Copy of the Account Holder’s ID and the Authorized Person’s ID.
- If it corresponds to a legal entity, copy of the Legal Representative’s ID and the authorized person’s ID.

Please note:

Submit your request here

To file a claim with Enel Colombia for damages caused by service failures or events that have generated any type of loss, the customer must submit a communication to the following email address: servicioalcliente.empresarial@enel.com, including the following information:

Requirements:

Account number
Full name of the person submitting the claim
Identification document
Telephone numbers
Date of the incident (day-month-year-hour) and report numbers (if available)
Full address of the location where the incident occurred (if located in a rural or outlying area, a location map must be attached)
Type of damage
Description of the incident, damages, and amount claimed
Email address: If the customer does not have an email address, this must be stated in the letter, requesting notification at a physical address, clearly indicating the exact address and municipality where the response should be sent

Please note:

Submit your request here

Customer request submitted to the company to temporarily remove the meter seals.

Requirements:

E1 Request Form
Copy of the Legal Representative’s ID
Certificate of Incorporation and Legal Representation (Chamber of Commerce) issued within the last 90 days

Please note:

Submit your request aquí

Customer request submitted to the company to temporarily remove the meter seals.

Requirements:

E1 Request Form
Copy of the Legal Representative’s ID
Authorization letter signed by the owner(s) (for authorized persons or tenants)
Copy of the authorized person’s ID
Certificate of Incorporation and Legal Representation (Chamber of Commerce) issued within the last 90 days

The request letter must include: date, type of request, property address and telephone numbers, the capacity in which the applicant is acting, real estate registration number, and the signatures of both the owner and the applicant (if the applicant is different from the owner). In such letter, the owner authorizes the applicant to carry out the procedure and approve the posting of charges to the account number.

Please note:

Submit your request here

When a customer requests the termination of joint and several liability for a debt associated with the property. To process claims related to Termination of Joint and Several Liability, the following requirements must be submitted, as applicable:

Requirements:

If the customer states that the property was leased and that the company did not suspend the service in a timely manner: Certificate of Title and Ownership.
Copy of the lease agreement.
If the customer argues that they are not responsible for the debt and that it should be charged to the previous owner: Certificate of Title and Ownership.

If the customer states that the property was acquired at auction: Certificate of Title and Ownership.
If the customer states that the property was acquired through liquidation or reorganization proceedings: Certificate of Title and Ownership.
Order issued by the Superintendence of Companies.
Property handover report, if available.
If the customer indicates that Enel Colombia authorized a payment agreement with an unauthorized third party: Certificate of Title and Ownership.
Copy of the court order admitting the claim or certificate issued by the relevant authority confirming that judicial or police proceedings have been initiated regarding the property, clearly identified by its exact location and address, involving a dispute between the owner and those effectively consuming the service, provided that such proceedings relate to ownership or possession of the property.

Please note:

Submit your request here

Request submitted by the customer to adapt or upgrade the electrical installations of the property.

Requirements:

If the charges will be posted to an account different from the one associated with the works and/or connection, the customer must provide the account number where the charges will be posted and an authorization from the owner of that account.
If the works will be carried out in a property under a horizontal property regime (meter cabinets), authorization from the building administration or the homeowners’ association must be provided, as applicable.
If the internal electrical works also include external electrical works, the documents required for the external works must be provided, except for the RETIE certificate (if applicable), since this document will be supplied by the corresponding party.
If the customer only has a promise to purchase agreement, they must attach an authorization letter from the seller of the property to execute the works.
Customers financing works must sign a blank promissory note for amounts exceeding COP 1,000,000.
In emergency cases where the property owner is not present, the maximum financing term will be 6 months, and in all cases a promissory note must be signed regardless of the amount.
In horizontal property cases involving cabinet upgrades, charges must be posted to the common services account with authorization from the administration. If charges are to be posted to each individual unit account, authorizations from each owner and copies of their IDs must be provided. This must be included in the proposal and managed directly by the contractor before the certified authority.

Please note:

Submit your request here

When a customer requests the suspension of electricity service for a specific period, provided that the property is unoccupied.

Requirements:

Written request from the owner(s) or authorization from them.
Copy of the ID of the owner(s) and/or authorized person.
For legal entities, a copy of the Certificate of Incorporation and Legal Representation issued within the last 90 days.

Please note:

Submit your request here

Request submitted by the customer for the installation of electricity service for a period shorter than 3 months (events, circuses, fairs, etc.).

Requirements:

Request letter indicating duration, load capacity, and the account number where charges will be posted.
Authorization from the legal representative of the account or entity to which energy charges will be posted.
Copy of the ID of the account holder, legal representative, or responsible party of the entity where charges will be included.
Copy of the authorization issued by the competent authority for the use of public space (Local Mayor’s Office, IDU, IDRD, JAL, Administrations).

Please note:

Submit your request here

Procedure requested by the customer to verify the condition of the meter.

Requirements:

Signed form accepting the visit and any potential charges.

Please note:

Submit your request here

This is the request submitted by the customer to permanently terminate the electricity service, which includes the removal of the meter and the cessation of billing. The customer must pay the applicable meter removal fees (the account must be fully paid and up to date for all charges).

Requirements

Account Cancellation Request

Individuals:

Account Cancellation Request Form, which includes authorization for labor charges related to meter removal and VAT, available for download at the following link
Copy of the ID of the owner or account holder.
If the current owner does not appear on the electricity bill as the account holder, a Certificate of Title and Ownership for the property must be attached, issued no more than ninety (90) calendar days prior.
The account must be fully paid and up to date for all charges with the Company, meaning the most recent service bill must have been paid in full.

*To learn about the costs associated with this procedure, please consult our tariff schedule here

Legal Entity:

Account Cancellation Request Form, which includes authorization for labor charges related to meter removal and VAT, available for download at the following link
Copy of the legal representative’s ID.
Certificate of Existence and Legal Representation issued by the Chamber of Commerce within the last 90 days.
If the current owner does not appear on the electricity bill as the account holder, a Certificate of Title and Ownership for the property must be attached, issued no more than ninety (90) calendar days prior.
If the address on the Certificate of Title and Ownership does not match the address registered on the electricity bill, a Property Nomenclature Bulletin must be submitted, issued no more than ninety (90) days prior.
The account must be fully paid and up to date for all charges with the Company, meaning the most recent service bill must have been paid in full.

*To learn about the costs associated with this procedure, please consult our tariff schedule here

Authorized Third Party:

Authorization letter.
Account Cancellation Request Form, which includes authorization for labor charges related to meter removal and VAT, available for download at the following link
Copy of the ID of the owner or account holder and the authorized person. If it corresponds to a legal entity, copies of the IDs of both the legal representative and the authorized person must be attached.
Certificate of Existence and Legal Representation issued by the Chamber of Commerce within the last 90 days.
If the current owner does not appear on the electricity bill as the account holder, a Certificate of Title and Ownership for the property must be attached, issued no more than ninety (90) calendar days prior.
If the address on the Certificate of Title and Ownership does not match the address registered on the electricity bill, a Property Nomenclature Bulletin must be submitted, issued no more than ninety (90) days prior.
The account must be fully paid and up to date for all charges with the Company, meaning the most recent service bill must have been paid in full.

*To learn about the costs associated with this procedure, please consult our tariff schedule here

If you do not have a Certificate of Title and Ownership, you may submit any of the following documents instead:

Most recent property tax bill.
Document evidencing possession of the property.
Judicial ruling awarding the property.
Administrative resolution awarding the property.
Residential leasing agreement entered into with a legally established financial institution.
Public deed.

Please note:

Submit your request here

Business procedures guide

Find all the information about the procedures you can complete through our service channels to manage your company’s energy products and services.

Guía de Trámites

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