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Enel Colombia makes this customer service section available to you. Here, you can find all Frequently Asked Questions (FAQs) related to your energy service, customer service channels, and more.
Browse Enel Colombia’s Frequently Asked Questions (FAQs)
Find quick and clear answers to your questions about billing, customer service, scheduled work, and more.
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Payments
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General items
Enel Colombia’s Virtual Bill is a service that allows you to receive your electricity bill by email. The message includes a summary of the amount due, the original bill attached in PDF format, and a link through which you can access it.
It is important to note that the Virtual Bill contains the same information as the printed version. If you would like to receive it this way and help protect the environment, sign up by clicking here!
The account number required to enroll in the Virtual Bill service can be found in the upper right-hand corner of your bill. If you do not have a printed copy on hand, you can look up your account number at the following link, by accessing the chat available on the website, or by calling the service line at 601 5115115, option 1.
No. Enel Colombia’s Virtual Bill includes all the information contained in the printed bill, including details of charges for other products and services, such as loans and insurance. If you wish to share this information with another person, you may register a second email address so that they also receive the bill
Yes. You may enroll in Enel Colombia’s Virtual Bill to receive it by email and continue paying through automatic debit. In this way, you eliminate the printed bill and contribute to environmental protection
For your Enel Colombia electricity bill, you may use different payment methods, both digital and in-person.
Digital payment methods. To make an electronic payment, you may use our PSE button; las virtual wallets como Nequi, Movii, TPaga, Daviplata, and Rappipay; ATMs; telephone banking; your bank’s website and your bank’s mobile app. Find more information about digital payment methods by clicking here
In-person payment methods. If you prefer to pay your electricity bill in person, you may do so at the CADE Network, Enel Service Centers and authorized banking correspondents. Learn more by clicking here
Please note that if your bill corresponds to a property located outside Bogota, you may pay it at any authorized collection point in Cundinamarca. If your property is located in Bogota, you may make your payment at authorized collection points in Bogota.
Another payment option available is automatic debit, a mechanism through which you register your bill with your financial institution and the payment is made automatically. If you would like to enroll your bill, follow these steps:
Log in to your bank’s website.
Look for the automatic debit, scheduled payment, or direct debit option. Please note that the name of this service may vary depending on the institution.
Select Enel Colombia, enter your customer number, and complete all the requested information.
That’s it! Each month, the bank will process payment of the issued bill and notify you accordingly.
No. We offer various payment methods that only require your customer number. Among our digital channels are the PSE button, virtual wallets, bank websites, ATMs, banking correspondents, Redeban Payment Point terminals, automatic debit, among others, none of which require a printed document.
Yes, it is possible to make an advance payment. To do so, you must visit an in-person service office or a CADE location and request a proof of advance payment.
No. You receive the bill on the same day the meter reading is taken. You may make the payment at authorized locations two days after receiving it. This delay is due to internal processes within the Billing department.
Yes. The bill will remain available until a new payment document is generated. After the second due date, the following payment methods may be used: our PSE button, Redeban Payment Point terminals, virtual wallets, and in person at Bancolombia a la Mano correspondents, Enel Service Centers, and the CADE Network in Bogota and surrounding areas.
For rural-area bills, you may also access the payment button or present the bill at an authorized payment point, verifying beforehand that it accepts past-due bills
Bills not paid by the due date, including those from rural areas, do not require any special authorization. We offer several electronic payment methods, such as the PSE button, Redeban Payment Point terminals, virtual wallets, among others. In person, you may visit banking correspondents, Bancolombia a la Mano, Enel Service Centers, and the CADE Network in Bogota and surrounding areas.
Please note that for rural-area bills, you may also access the PSE payment button or present the bill at an authorized payment point, verifying beforehand that it accepts past-due bills
If you choose PSE as your payment method and the transaction is rejected, first verify with your bank that PSE payments are enabled and that the authorized amount covers the total amount due on your bill. Then, verify the available balance in your account, wait a few minutes, and try again, as it is possible that the banking institution was temporarily offline at the time of transaction approval.
If your internet connection drops or the transaction is interrupted while making the payment, you should wait between 20 and 30 minutes before attempting the payment again. This allows the system to confirm that the transaction was not completed and to re-enable the payment option.
To file a claim for a payment that has not been registered, you must complete a request for payment application or correction, including the electricity supply details, and attach legible proof of payment.
Please remember that you may submit this request through our request form.
Enel Colombia’s Virtual Bill does not need to be printed, as you have access to electronic payment methods. You may use the PSE button directly or any of the digital payment options available. Additionally, at certain banking correspondents such as Bancolombia a la Mano and MoviiRed, you may make the payment using only your customer number.
There is no minimum amount required to finance your electricity bill. However, approval is subject to the account’s payment history. If you are a delinquent customer, the debt may be financed in one to thirty-six installments. In this case, the down payment may be 10% interest-free, depending on the agreement reached. For debts under COP 5,000,000, no documentation is required.
Learn more details about payment agreements.
You may request a payment agreement through our digital channels, service centers, or customer service lines.
Digital channels:
If the electricity debt ranges between COP 30,000 and COP 3,000,000, you may arrange a payment agreement through the Enel Clientes Colombia App, the private Web portal, our virtual assistant on WhatsApp, or the Customer Service Chat, without documentation, without interest, and with payments ranging from 2 to 6 installments.
Service centers:
You may complete this process at any service center in Bogota and Cundinamarca. If the electricity debt exceeds COP 5,000,000, the agreement must be processed in person, as you will be required to sign a promissory note committing to pay the debt within the agreed term.
Customer service line:
If the electricity debt is less than or equal to COP 5,000,000, you may arrange a payment agreement by calling the customer service line at 601 5115115, without documentation.
Please note that for residential customers requesting a payment agreement, an insurance policy or surety bond will apply, with a monthly charge until the financing is completed.
Learn more about payment agreements.
Yes. A discount may be granted, consisting of the waiver of accrued interest. This will become effective once the payment is applied in the Commercial System and reflected in the following billing cycle.
Under the Residential Lease Act (Act 820 of 2003), if the owner reports the lease agreement, the company accepts the report, and its validity remains in effect, the owner is not jointly liable with the tenant.
Certificates for regular consumption payments are issued immediately at in-person service offices, CADE locations, and through virtual channels such as the service chat or WhatsApp.
In the case of specific requests related to additional products, you must submit the request in writing by filing the communication at in-person offices or through the PQR form. If you are not the property owner, you must present written authorization along with a copy of the property owner’s and the authorized person’s national ID cards.
The electricity rate is regulated by the Energy and Gas Regulatory Commission (CREG), an entity under the Ministry of Mines and Energy.
CREG is responsible for establishing the rate-setting formula that determines the cost of electricity.
Each month, energy companies calculate the rate based on the Unit Cost of Providing the Electricity Service (CU), expressed in pesos per kilowatt-hour ($/kWh). This cost includes expenses related to electricity generation, transmission, distribution, and retailing.
Learn more about the electricity rate here.
Regulation applies only to the kWh rate.
If, in addition to the energy consumption charge, you see other charges on your bill, don’t be alarmed. Depending on the location, some bills include the collection of charges for services such as public lighting and sanitation.
You may also see charges for products and services from our Enel X and Crédito Fácil CODENSA portfolios, if you have purchased any of them.
Please note that the total amount of your bill corresponds to the sum of the components mentioned above. Learn where to find these charges on your bill and what other values affect the cost of electricity.
The electricity rate, regulated by the Energy and Gas Regulatory Commission (CREG), as well as other costs associated with connection and complementary services, is recorded monthly in a tariff schedule. Click here to review it in detail.
In Colombia, subsidies are granted for electricity consumption for users in socioeconomic strata 1, 2, and 3, distributed as follows:
- Stratum 1: subsidy of up to 60%.
- Stratum 2: subsidy of up to 50%.
- Stratum 3: subsidy of 15%.
Residential users in strata 5 and 6, as well as industrial and commercial users, contribute 20% of the value of the service to support the subsistence consumption of residential users in strata 1, 2, and 3.
Subsistence consumption refers to the minimum amount of energy required to meet a user’s basic needs in a month. It is determined according to the municipality’s altitude above sea level.
Click here to calculate your electricity rate subsidy.
Among the factors that determine the value of the electricity bill are billing cycles, which range between 27 and 33 days due to holidays or force majeure circumstances.
On your bill, you will find the number of days billed, allowing you to compare it against your average daily energy consumption.
One of the factors that determine the value of your energy bill is the billing cycle, which can vary between 27 and 33 days due to holidays or force majeure events.
On your bill, you can find the number of days billed, which allows you to compare your average daily energy consumption.
Energy theft may result in fines ranging from 1.33 to 150 current legal monthly minimum wages.
In addition, those who commit this offense face other legal consequences, such as prison sentences ranging from 16 to 72 months and a criminal record that affects their legal standing.
Energy theft occurs when illegal connections are made, meters are tampered with to prevent recording actual consumption, among other actions. This conduct is classified as a criminal offense under the Colombian Criminal Code and carries serious legal consequences.
To report a case of electricity theft, please use the following channels:
Phone line: 601 514 00 00, option 2
Please remember that this process is carried out anonymously. Learn more by clicking here.
Meters removed by the company are not reusable. Enel Colombia will return your electricity meter, and you may claim it at our partner meter laboratory located at Carrera 65 No. 13-78, if your property is located in Bogota.
Please make sure to comply with the following requirements:
- Invoice proving purchase of the equipment (whether from Enel Colombia or another provider)
- Proof of status of the person claiming the meter, to verify ownership. If you are not the owner, a letter of authorization is required.
- Copy of the ID card of the owner and the authorized person.
- Meter removal report. Please note that meters with findings affecting proper operation will not be returned, as they constitute evidentiary material to support energy recovery charges.
In the event of meter theft, you must file the corresponding report with the authorities and contact the company’s service channels to request replacement of the equipment.
According to the public electricity service agreement:
- The customer must inform the company of any irregularity, anomaly, or change in the electrical installations, security seals, or metering equipment.
- Custody of the meter is the customer’s responsibility; therefore, Enel Colombia will charge again for the electricity meter and its installation.
Once the charges for the electricity meter and its installation are reflected on the bill, you may arrange a payment agreement through our service channels.
Yes. If the meter is being installed as a replacement for the one previously located at the property, the cost of the meter, calibration, inspection, and seals will be charged to the bill.
The same applies if the installation of the electricity meter is for new construction. In this case, you must also process the project feasibility request through the available channels for normalization and the inclusion of charges on the bill.
According to the public electricity service agreement:
The company has the authority to conduct technical inspections whenever deemed appropriate or at the customer’s request to verify the proper functioning of electricity meters and other technical components associated with measurement.
As established in Article 9.5, it is the customer’s obligation to “allow access to the property to persons authorized by the company to carry out inspections…”
Pursuant to Section 20.1, Enel Colombia may suspend the service when inspections are not permitted. This is established in clauses 20.1.8 (refusal to allow meter reading); 20.1.9 (failure to carry out required installation adjustments within the established timeframe); 20.1.10 (self-reconnection when service is suspended); 20.1.11 (failure to install or preventing installation of the metering system); 20.1.12 (preventing inspection or verification of the metering system and installations, or service testing); 20.1.13 (preventing removal of the meter for evaluation in a legally accredited laboratory); among other grounds described in the document.
In addition, please keep in mind the following:
- You may verify the identity of individuals who visit your property and claim to be from Enel Colombia by calling the customer service lines: in Bogota at 601 5115115 option 1, in Cundinamarca at 601 5115115 option 2, or the nationwide line 018000912115. You will need the technician’s name and ID number or the vehicle’s license plate number to confirm authenticity. Learn more by clicking here.
Any charge for an inspection will be reflected on your electricity bill; you should not make payments directly to Enel employees or contractors.
The crews conducting the inspection must provide the customer with a report indicating the procedure carried out.
If you are notified of an anomaly in your electricity meter, you may file petitions, complaints, or claims, through which you are entitled to submit a motion for reconsideration and an appeal. The process is then referred to the Superintendence of Residential Public Utilities (SSPD), which issues a ruling determining which party is correct.
Please note that if the property is leased and anomalies are found in the installed meter, energy recovery charges are billed to the account registered with the company and are not directed against any specific individual.
The company does not have sanctioning authority; it may only bill for unregistered consumption through the electricity bill. Due process communications are addressed to the user, subscriber, or property owner.
Please note that the company does not have sanctioning authority. All customer service locations handle cases related to energy recovery charges, where we provide basic information and are authorized to arrange payment agreements. If the inquiry involves a higher level of complexity or if the customer intends to file a claim, the request is escalated through the Salesforce mailbox to the Prisma team.
Electricity meters are calibrated at the CAM laboratory, located at Carrera 65 B No. 13-78.
According to the Public Electricity Service Agreement, electricity meters must be located in areas that are easily accessible from outside the property.
This facilitates meter reading to determine monthly consumption, inspection of the equipment’s condition, validation of proper operation, and other aspects necessary for efficient customer service.
Pursuant to Act 142 of 1994 and Enel Colombia’s Uniform Conditions Contract (CCU), any necessary suspensions will be carried out, and in each case, the charge established in the tariff schedule for verification of the connection status will be applied.
If you would like to open a new electricity account, you must have one of the following documents:
- Certificate of Title and Freedom from Liens (Certificate of Ownership)
- Most recent property tax bill
- Copy of the Public Deed
- Most recent official address certificate (nomenclature certificate)
- Cadastral certificate
- Possession declaration issued by a court
- Court ruling awarding ownership of the property
- Administrative resolution awarding ownership of the property
- Residential leasing contract entered into with a legally incorporated financial institution (issued within the last 90 days)
In addition, you must provide a copy of the property owner’s ID and a copy of an electricity bill from a neighbor on the same block. With these documents, you must visit an in-person service office or contact us through our digital channels (Customer Service Chat, WhatsApp, or Virtual Service Center) and submit your request.
The documents must not be older than 90 calendar days. If the applicant is not the property owner, they must attach a letter of authorization along with a copy of the property owner’s and the authorized person’s national ID cards.
- For a new account, the property must have internal and external electrical installations in compliance with the RETIE (Colombian Technical Regulation for Electrical Installations).
- The recommended height for meter box installation is 1.20 meters.
- Enel Colombia installs different types of meters: single-phase, two-phase, and three-phase. Some common brands include Hexing, CDM, Enel, Complant, Iskra, Siemens, ABB, and Landis.
- Specific meter characteristics vary, such as current capacity and voltage, for example: 120V single-phase two-wire meters rated at 15 (60) A class 2; 120/240V single-phase three-wire meters rated at 15 (60) A; 120–208V three-phase meters rated at 3x20 (80) A; and 120–208V four-wire three-phase meters rated at 3x50 (150) A.
Yes, if the customer requests the energy inspection. On the other hand, if the inspection is carried out by the Company to verify the operation of the meter or the condition of the service line, the charge will depend on the outcome of the inspection.
In this case, you must process the cancellation of the account for the property to be demolished and request a new account for the property you will occupy.
Yes, if the holiday lighting installation must be connected to the distribution network. In this case, you must submit a letter requesting continuation of service, including the customer number to which the corresponding charge will be applied, depending on the installed load and its duration.
You may schedule your appointment at an Enel service center online at no cost. Simply select the reason for your visit, as well as the date and time that best suit you.
Through Enel Colombia’s digital customer service channels, you may complete the following transactions:
- Transactions in the private web portal or the Enel Clientes App:
Download a duplicate of your Enel Colombia bill and pay it, review your consumption and payment history, request a payment extension, generate payment receipts, and more.
Please note that to complete these transactions, you must be registered in the private web portal or the Enel Clientes App.
- Transactions via WhatsApp and Customer Service Chat:
Download an express bill, report power outages or public lighting failures, and set up a payment agreement.
Access our WhatsApp or Customer Service Chat.
Learn more about the transactions available through our digital channels by clicking here.
To file a written communication with Enel Colombia—whether a petition, complaint, suggestion, report, or claim—your letter must include the following
The electricity service account number;
The name and phone number of the applicant;
Your preferred method of response (email or physical mailing address).
If you submit or send your request on a Saturday, please note that responses submitted on non-business days or outside business hours will begin processing on the next business day. Business days are Monday through Friday, excluding holidays.
First log in to the private section of the website.
If you prefer not to use digital channels, you may review the filing forms by clicking here.
- You must complete the PQR form.
- Or visit the customer service centers. Check locations and service hours and schedule your appointment.
In accordance with Article 158 of Act 142 of 1994, “the company shall respond to appeals, complaints, and petitions within fifteen (15) business days from the date of submission.”
While the claim review process is underway, the service will not be suspended. It is important to consider the provisions of Article 155 of Act 142 of 1994.
Article 155. Payment and Appeals. No public utility company may require payment of a bill as a condition to process an appeal related to it. Except in cases of suspension in the interest of the service, or when such suspension may occur without constituting a service failure, the company may not suspend, terminate, or disconnect the service until it has notified the subscriber or user of the decision regarding any duly filed appeals.
Mobile Comprehensive Service (AIM) is a service that provides in-person assistance to individuals residing in municipalities in Cundinamarca where Enel Colombia does not have permanent service centers.
Through AIM, you may complete various procedures such as requesting a duplicate bill, arranging payment agreements, reporting power supply failures, and obtaining additional information about services. Learn more by clicking here.
In Cundinamarca, we have an extensive service network thanks to Virtual Offices in more than 80 municipalities and our service centers.
Check the schedule of your nearest office here or access your Virtual Office.
To find customer service locations in Bogota, visit Enel Colombia’s website at www.enel.com.co and look for the section “Service Centers and Virtual Offices.” There you will find information about customer service centers in Bogota.
If you have the required documentation for each case, you may submit your request through the following channels:
- WhatsApp: Select option 10 to speak with an advisor.
- Web Chat: Select option 10 to speak with an advisor or choose “Speak with an advisor.”
- PQR Form.
- Customer service line at 601 5115 115, option 1.
- Customer Service Center or CADE, SUPERCADE, or Virtual Office locations where service is available.
- Mobile Comprehensive Service (AIM) sessions in your municipality.
If you call from a mobile phone with the Claro operator in Bogota and Cundinamarca, or with the Tigo operator in Cundinamarca (except Sabana and Bogota), the call is free of charge. However, if you call using a different operator, charges may apply and will be deducted or billed according to your mobile phone plan.
It is an exclusive space for registered users where you can securely complete various transactions related to your electricity service.
To successfully register in the Private Area or the Enel Clientes App, follow these steps:
- Choose your preferred digital channel, either the Private Area on the website or the Enel Clientes App, by downloading it on Android or iOS devices.
- Enter your document type and number, and your email address or mobile phone number.
- Complete your personal information, create a password, and accept the Terms and Conditions and the Personal Data Processing Policy.
- If applicable, enter the verification code sent to your registered mobile number.
- If applicable, activate your account by accessing the registered email address. Please note that you have only 48 hours to do so.
- Receive a welcome email.
That’s it! Remember that you can use the same username and password to log in to both the Private Area of the website and the Enel Clientes App.
If you are not yet a registered user, sign up in the Private Area of the website or the Enel Clientes App.
Once registered, you may log in through the following options:
- With your username and password.
- With your Google or Facebook account. Please note that to log in using this option, you must have registered using your active Google or Facebook account.
- In the Enel Clientes App, you also have the option to log in using your fingerprint or facial recognition, if biometric authentication is enabled.
To recover your login details, first access the Private Area of the website or the Enel Clientes App from your Android or iOS mobile device.
Recover username:
- Select the “Forgot my username” option.
- Enter the registered identification number.
- View the information associated with your profile (email address and mobile number).
Recover password:
- Select the “Forgot my password” option.
- Enter your username (registered email address or mobile number).
- Confirm the verification code sent to you.
- Create a new password.
Remember that you can use the same username and password to log in to both the Private Area of the website and the Enel Clientes App.
If you do not know your account number or meter number, you can find them on your electricity bill:
- Account number: Located in the upper right-hand corner of the bill.
- Meter number: Located in the upper left-hand corner of the bill, in the “Account Information” section.
Click here to learn about the components of your bill and how to read it.
In the Private Area of the website or in the Enel Clientes App, you can access various procedures and inquiries related to your electricity service.
From there, you can download and pay your bill, review your billing history, report power outages and public lighting issues, check scheduled maintenance, arrange payment agreements, separate charges on your bill, request payment extensions, submit requests, file reports, complaints, or claims.
It is a comprehensive platform that provides options and tools to efficiently manage your electricity service. Learn more about the Private Area of the website or the Enel Clientes App.
Learn here how to download an exact duplicate of your current or past bills.
Or follow these steps to download it from the Private Area of the website:
- Register and/or log in by clicking here.
- In the Account Summary, click on the “View bills” option.
- Expand the “Billing History” option.
- Click “View” to download the PDF of the bill you need.
Click here to learn how to obtain a duplicate of your Enel Colombia bill.
From the Private Area of the website or the Enel Clientes App, you can report a power outage or public lighting failure as follows:
Private area:
- Register and/or log in.
- Go to the “Outage Report” option in the left-hand menu.
- Select the account (service supply) where you wish to report the issue and click “Accept.”
- Complete the form and click “Submit.”
- You will receive a case number.
You may also follow the step-by-step videos to report a service outage or public lighting issue through the Enel Clientes App.
Check whether scheduled maintenance is planned to improve electricity service through:
Private area:
- Register and/or log in by clicking here.
- Go to the “Scheduled Outages” option in the left-hand menu.
- Review the scheduled maintenance information.
Enel Clientes App:
- Download the app, register, or log in.
- Go to the “Reports” module in the bottom menu.
- Select the “Scheduled Maintenance” option.
- Search by address or select the specific location on the map.If maintenance is scheduled, locate the maintenance pin on the map, click on it, and view the location, start date and time, and end date and time.
Click here to check scheduled maintenance without logging in.
If you have an electricity debt of less than COP 3 million, you may create a payment agreement through the Private Area or the Enel Clientes App by following the steps in the instructional video.
Requesting a payment agreement through our digital channels provides the following benefits:
- Financing plan for up to 6 months;
- No interest;
- No additional documentation required.
First, verify that you meet the requirements to request a payment extension by clicking here. Then follow these steps:
From the private area:
- Register and/or log in by clicking here.
- Go to the “Payment Extension” option in the left-hand menu.
- Select the account for which you wish to complete the process.
- If you meet the requirements, the proposed extension date will be displayed.
- Accept the payment extension.
You may also complete this process in the Enel Clientes App. Click here to view the step-by-step instructions.
To submit a petition, complaint, or claim through the Private Area of the website, follow these steps:
- Register and/or log in.
- Go to the “Customer Advocate” option in the left-hand menu.
- Complete the form and click submit.
- You will receive a case number.
Before starting, take a photo of your electricity meter. Then proceed to enter the reading either through the Private Area or the Enel Clientes App.
The private area of the website:
- Register and/or log in by clicking here.
- Go to the “Enter Reading” option in the left-hand menu.
- Read the recommendations and click “Understood.”
- Confirm your meter number.Upload the photo of the meter from your computer.
- Receive confirmation: “Your reading has been successfully submitted.”
You may also complete this process in the Enel Clientes App by following the instructional video.
Remember that entering your meter reading takes only a few minutes and ensures that your electricity bill reflects an accurate measurement and the correct amount. Learn more by clicking here.
You may submit a service request and check its status through:
The private area of the website:
- Register and/or log in.
- Go to the “My Requests” option in the left-hand menu.
- Expand the option:
- List of requests, to review the details and status of your request.
- Submit request, to complete the form and send your request.
Or through the Enel Clientes App:
- Download the app, register, or log in.
- Go to the “Contact” module.
- Click on the “Request Form” option.
As an Enel Colombia customer you have:
Rights: How to request the home public energy service, know the Electricity Public Service Contract and obtain a copy when you need it, receive a quality and uninterrupted service in accordance with current regulations, receive minimum payment invoices 5 days before the payment date.
Duties: How to inform Enel Colombia about any change in the ownership of the property where you receive the energy service, use the electric energy service under the characteristics established in the Electric Energy Public Service Contract, allow the review of the meters and their reading, installing them in visible places and easily accessible to Enel Colombia officials or personnel.
Knowing our rights and duties allows us to demand and provide a better service every day. Meet them all here.
They can occur due to various factors such as:
- Technical problems in the electrical infrastructure.
- Vandalism or theft of electrical infrastructure.
- Climatic problems that affect the electrical infrastructure.
- Scheduled maintenance to the electrical infrastructure.
- Damage to the internal electrical installations of the Client's premises (Sockets, switches, partials, etc.).
- Damage to customer connection assets such as the service connection, meter, and meter switch.
Disconnect all equipment to avoid damage or shock when power returns.
Check the switch box or plugs, they must all be in the same position (it could be internal damage to the property).
Before reporting a service failure, first check that there is no scheduled maintenance to improve service by going here.
If there is no maintenance, report the failure through:
Our Virtual Assistant Elena on WhatsApp 316 860 003 or our Service Chat. Enter option No. 2 to report a service failure or 3 for a public lighting failure.
Or by calling our hotline 115 or on our social networks: Facebook: Enel Colombia and Twitter: @EnelColombia
You can check the information on scheduled maintenance to improve the energy service through:
Our website by clicking here.
Through the private area of the website or our Customer App. You just have to register and/or log in.
Complaints for poor service by company officials can be made through the Customer Ombudsman form in the private area of our website. Register and/or log in here.
Enel Colombia was chosen by various cleaning service providers in Bogotá and Cundinamarca for the joint billing and collection of their service. In this way, in the same invoice the client will find in a discriminated manner at the top the charge for the energy service, which is the responsibility of Enel Colombia, and at the bottom, and in blue, the charge for the cleaning service, which is the responsibility of the respective provider.
This change is due to the interest of the providers to bring to the population the benefits of the monthly billing scheme, collection points and invoice design of Enel Colombia to its users and customers.
To consult more information enter here.
It is the Technical Regulation of Electrical Installations and was created by Decree 18039 of 2004, of the Ministry of Mines 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 risks of electrical origin.
To download, go to the page of the Ministry of Mines and Energy by clicking here.
We also invite you to learn about our Personal Data Processing policy here.
How to make inquiries:
For more information on how to protect your data or resolve your concerns, from Bogotá dial 601 5115115 option 5 - 1 or from Cundinamarca dial 018000912115 or 3532626 option 4.
Visit our Service Centers, check the addresses here.
The query must be answered within a maximum term of (10) business days from the date of receipt thereof. When it is not possible to respond to the query within said term, the interested party will be informed, stating the reasons for the delay and indicating the date on which the query 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 present your claims 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 formulate the claim by means of a request addressed to the Company, it must contain:
- Identification of the Holder.
- Description of the claim.
- Address for notification.
- Documentation that you want to assert.
If the customer's claim is not complete, the customer will be required within five (5) business days of receipt of the claim to submit the missing information.
The client 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 cannot resolve the claim, it will transfer it to the appropriate person and inform the interested party of the situation.
The maximum term to address the claim will be fifteen (15) business days from the day following the date of 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 their claim will be addressed, which in no case may exceed eight (8) business days following the expiration of the first term.
Need assistance with a request or inquiry?
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