Filing forms
Dear Customer, in accordance with Act 142 of 1994, Article 23 of the Political Constitution of Colombia, and Act 1755 of 2015, you have the right to file appeals if you disagree with your bill or with the provision of the service. Likewise, if you are not satisfied with the response received, you may file a motion for reconsideration and, subsidiarily, an appeal.
These remedies must be submitted in writing, within the timeframes established by law, through our authorized service channels, attaching the required documents for filing.
Form for Filing PQRs (Petitions, Complaints, and Claims)
Remember that you may file your request through the website by clicking here.
If you prefer not to use digital channels, please review the forms available for your use:
Restriction Request
A procedure through which the property owner informs Enel Colombia S.A. E.S.P. that they do not authorize charges for insurance, subscriptions, financing, and/or agreements to be added to the electricity bill.
This restriction remains valid for twelve (12) months and may be extended upon request by the property owner.
Please note that to complete this process, it is necessary to file two communications at one of our Customer Service Centers (one addressed to Enel Colombia and the other addressed to Colpatria). Accordingly, you will receive a separate response from each entity.
Credit Balance Transfer Request
A procedure through which the property owner requests that a credit balance be transferred from one account to another.
Temporary Service Suspension
A procedure through which the property owner of the premises where the electricity service is provided requests that the service be temporarily suspended because the property is unoccupied.
Please note that the maximum period for suspension of service by mutual agreement is twelve (12) months, renewable upon request by the property owner.
Inspection Charge Authorization
A form completed by the customer authorizing Enel Colombia to bill the costs corresponding to this inspection in the next billing cycle. View here.