Account cancellations
Residential Account Cancellations
At the time of requesting permanent cancellation of a residential account, the account must be current on all outstanding balances.
The party responsible for the service and for submitting the request must pay the disconnection fees reflected on the bill generated after the disconnection visit.
The account cancellation request must be submitted through the PQR form, attaching the required format.
In the PQR form, select:
- Product: Energy
- Reason: Losses
- Sub-reason: Account cancellation
1. For Individuals, the following documents must be attached, in addition to the request form:
- Certificate of Title and Ownership issued within the last 90 days.
- Copy of the property owner’s (or owners’) national ID.
- For accounts where the address on the Certificate of Title and Ownership does not match the address listed on the account, a nomenclature certificate must be attached.
** If the request is submitted by a third party, the following must also be attached:
- Authorization letter
- Copy of national ID
Note: These documents are in addition to those described in the preceding sections.
2. For Legal Entities, the following documents must be attached, in addition to the request form:
- Certificate of Title and Ownership issued within the last 90 days.
- Certificate of Incorporation and Legal Representation issued by the Chamber of Commerce, dated no more than 90 days prior.
- Copy of the property owner’s (or owners’) national ID
- For accounts where the address on the Certificate of Title and Ownership does not match the address listed on the account, a nomenclature certificate must be attached.
3. For Trust Companies, the following additional documents must be attached:
- Certificate issued by the Financial Superintendence of Colombia, dated no more than 90 days prior.
- Power of attorney signed by the legal representative of the trust company requesting the cancellation or authorizing an individual or legal entity to submit the cancellation request.
If you do not have a Certificate of Title and Ownership, you may submit any of the following documents:
- Most recent property tax bill.
- Document evidencing possession of the property.
- Judicial ruling awarding title to the property.
- Administrative resolution awarding title to the property.
- Residential leasing agreement entered into with a legally established financial institution.
- Public deed.
Provisional, Commercial, Industrial, and Governmental Account Cancellations
At the time of requesting account cancellation, the account must be current on all outstanding balances.
The party responsible for the service and for submitting the request must pay the disconnection fees reflected on the bill generated after the disconnection visit.
The account cancellation request must be submitted through the PQR form, attaching the required format.
In the PQR form, select:
- Product: Energy
- Reason: Losses
- Sub-reason: Account cancellation.
If your account cancellation request is related to a project involving work completion approval and energization, you must include the project information in the cancellation format referenced above.
Connection project information (only if associated with a connection project).
1. For Individuals, the following documents must be attached, in addition to the request form:
- Certificate of Title and Ownership issued within the last 90 days.
- Copy of the property owner’s (or owners’) national ID
- For accounts where the address on the Certificate of Title and Ownership does not match the address listed on the account, a nomenclature certificate must be attached.
2. For Legal Entities, the following documents must be attached, in addition to the request form:
- Certificate of Title and Ownership issued within the last 90 day.
- Certificate of Incorporation and Legal Representation issued by the Chamber of Commerce, dated no more than 90 days prior.
- Copy of the property owner’s (or owners’) national ID
- For accounts where the address on the Certificate of Title and Ownership does not match the address listed on the account, a nomenclature certificate must be attached.
3. Trust Companies.
- Certificate issued by the Financial Superintendence of Colombia, dated no more than 90 days prior.
- Power of attorney signed by the legal representative of the trust company requesting the cancellation or authorizing an individual or legal entity to submit the cancellation request.
4. Telecommunications Companies: If the property is located in a public space or leased between the telecommunications company and a third party, the following documents must be submitted:
- Cancellation request letter duly signed by the telecommunications company.
- Document evidencing the commercial relationship between the telecommunications company and the third party, if the account is located in a private space.
- Copy of the legal representative’s national ID.
- If more than 10 accounts are being requested for cancellation, attach an Excel file including the account number, contact details of the on-site personnel who will handle the cancellation order, indicate the property location (public or private space), and locality.
5. Government Entities.
- Administrative act of appointment and/or confirmation of the position of the individual signing the account cancellation request form.
- Copy of the applicant’s national ID.
- Certificate of Title and Ownership issued within the last 90 days.
** If the request is submitted by a third party, the following must also be attached.
- Authorization letter
- Copy of national ID
Note: These documents are in addition to those described in the preceding sections. If you do not have a Certificate of Title and Ownership, you may submit any of the following documents.
- Most recent property tax bill.
- Document evidencing possession of the property.
- Judicial ruling awarding title to the property
- Administrative resolution awarding title to the property.
- Residential leasing agreement entered into with a legally established financial institution.
- Public deed.