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Filing requests, PQRs and appeals

At Enel Colombia, we offer different alternatives so you can submit your requests, PQRs (petitions, complaints or claims), and appeals easily, quickly, and securely.

 

If you are a residential customer (households or common areas of residential complexes), you may submit your requests related to energy services, Crédito Fácil Codensa, insurance, and other products.

Please note:

If you disagree with your bill, the provision of the service, or the response received to a claim, you may file a written appeal. To do so, you must submit your request within the legally established deadlines and attach the required submission forms through our customer service channels.

Download submission forms

Recommendations

Before submitting your request or PQR, we invite you to consult the Procedures and Requests Guide or the Help section.

Procedures and Requests Guide

Review the requirements you must consider to ensure your submission is successful.

Help

Check the frequently asked questions about the energy service

 

In addition, please keep in mind: ​​

  • For your case to be successfully submitted, you must attach the complete required documents listed in the Procedures and Requests Guide.
  • If your request is received outside the company’s business hours (Monday to Friday, excluding public holidays, from 8:00 a.m. to 4:00 p.m.), it will be registered on the next business day..  
  • Your request will be answered within the legally established timeframes.​ 
  • If your request corresponds to the cleaning (waste collection) service, please contact the service provider indicated on your bill. Learn more here.

 

 SUBMIT REQUEST HERE
 


Remember that to check the status of your request, you can register or log in in to the private area of our website.