Customer ombudsman

These are requests that have previously been addressed by Enel and with which the customer is not satisfied with the response received. They may relate to any matter under the Public Service Contract, as well as products other than the Electricity Public Service. It is required that you do not have an ongoing request for the same matter through the Company’s Customer Service channels.

The Ombudsman does not handle Petitions regarding billing matters or Appeals, as these fall under the exclusive jurisdiction of the Company pursuant to Article 153 of Act 142 of 1994.

If your request concerns a billing claim, it must be submitted through the Company’s designated service channels, which you can find by clicking here.

If it relates to service quality, you may also register it through:

• The Enel Colombia App
• Contacting the virtual assistant Elena via WhatsApp at 316 890 6003 · You may also use the Chat for assistance.
• Corporate Social Responsibility

As a Governance body, we can mediate with the Company for customers in a socio-economic vulnerable condition or those who require special conditions for financing the energy consumption amount due to health reasons. Requests for payment agreements with special conditions can be entered as REQUIREMENTS.

You can report any irregular conduct by authorized personnel of Enel Colombia. It’s necessary to provide the circumstances of how, when, and where the events occurred to initiate the corresponding process. Please note that the data regarding the reported individuals are subject to legal confidentiality, and the Company will maintain the confidentiality of the information.

Types of reports

• How do I drive?
  Improper behavior of drivers of any vehicle belonging to Enel Colombia, in violation of traffic laws and rules of civic behavior.
• Corruption
  Conduct arising from action or omission by direct employees, contractors, or third parties regarding the procedures established by Enel Colombia for their own benefit or the benefit of third parties, resulting in damages to Enel Colombia’s assets or to customers and/or constituting offenses under current criminal legislation.
• Theft of Infrastructure
  Unauthorized removal of materials owned by the Company (Completed acts).
• Customer Mistreatment
  Conduct that involves poor customer service. It occurs when an employee of Enel Colombia or a contractor carries out, for example, any of the following actions:
  • Rude and unhelpful attitude towards the customer.
  • Failure to inform the customer of the task they are about to perform.
  • Refusal to fully identify themselves to the customer, i.e., not carrying visible identification and/or refusing to show it.
  • Failure to provide the customer with the supporting documentation for the work carried out, when mandatory, or making unauthorized charges to the customer.
• Animal Abuse
  Acts of mistreatment, cruelty, and/or violence against animals and the removal of wildlife from its habitat.
• Negligence
  Omission, carelessness, inattention, or abandonment of duties assigned to employees of Enel Colombia or contractors. It also applies when damage occurs to third-party property in the course of an activity.
• Damages
• Environmental offenses that occur during on-site activities carried out by direct personnel or contractors.
  
  

Questions or Key Information

Reports on such conduct must include the following details:
 

• Account number or place where the events occurred.
• Date of the events.
• Name of the employee.
• Contract name.
• Operation (Suspension, Inspections, Emergency, Lighting, etc.).
• Vehicle license plate.