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Enel Colombia offers this customer service section for you. Here, you can find answers to all your frequently asked questions (FAQs) about your energy service, customer service channels, and more.
Check Enel Colombia’s Frequently Asked Questions (FAQ)
Find quick and clear answers to your questions about billing, customer service, scheduled maintenance, and more.
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General items
Enel Colombia's virtual bill is a service that allows you to receive your energy bill via email. The message includes a summary of the amount due and the original bill attached as a PDF file, along with a link to access it.
It’s worth noting that the virtual bill contains the same information as the physical one. If you’d like to receive it this way and help care for the environment, sign up by clicking here!
He account number, required to sign up for the virtual energy bill, can be found in the upper right corner of the bill. If you don't have the physical bill on hand, you can check the account number through the following link, by entering the chat available on the website, or by calling the customer service line at 601 5115115, option 1.
Check out all the benefits of Enel Colombia's virtual bill here.
According to the electric public service contract, energy meters must be located in areas that are easily accessible from outside the property.
This facilitates reading the meter to determine monthly consumption, inspecting the condition of the equipment, verifying its proper operation, and addressing other aspects that ensure efficient customer service.
Yes. You can sign up for Enel Colombia’s virtual bill to receive it by email and continue paying it through automatic debit. This way, you eliminate the physical bill and contribute to environmental care.
For your Enel Colombia energy bill, you can use various payment methods, both digital and in-person.
- Digital payment methods. To make your payment electronically, you can use our PSE button; digital wallets such as Nequi, Movii, TPaga, Daviplata, and Rappipay; ATMs; telephone banking; bank websites, and mobile apps. Find more information about digital payment methods by clicking here.
- In-person payment methods. If you prefer to pay your energy bill in person, you can do so at the CADE Network, Enel Service Centers, and authorized banking agents. Learn more by clicking here.
Remember: If your bill corresponds to a property outside Bogotá, you can pay it at any authorized collection point in Cundinamarca. If your property is in Bogotá, you can make the payment at authorized collection points within the city.
Another payment method you can choose is automatic debit, a system through which you register the bill with your financial institution and the payment is made automatically. If you want to enroll your bill, follow these steps:
Go to your bank’s website.
Look for the option for automatic debit, scheduled payment, or direct debit. Keep in mind that the name of this service may vary depending on the bank.
Select Enel Colombia, enter your customer number, and complete all the required information.
That’s it! Each month, the bank will make the payment for the issued bill and notify you.
No. We offer different payment methods that only require your customer number. Among our digital channels are the PSE button, virtual wallets, bank websites, ATMs, banking agents, Redeban payment terminals, automatic debit, and others — none of which require the physical bill.
Yes, it is possible to make an advance payment. To do so, you must visit a customer service center or a CADE office and request a receipt for the advance payment.
No, you receive the bill on the same day the meter reading is taken. You can 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 be available until a new payment document is generated. After the second due date, you can use the following payment methods: our PSE payment button, Redeban payment terminals, virtual wallets, and in-person options such as Bancolombia A La Mano banking agents, Enel Service Centers, and the CADE Network in Bogotá and surrounding areas.
For bills from rural areas, you can also use the payment button or present the bill at an authorized payment point—just make sure beforehand that they accept overdue bills.
Bills that were not paid by the due dates, including those from rural areas, do not require any authorization. We offer several electronic payment methods such as the PSE button, Redeban payment terminals, virtual wallets, and more. In person, you can go to banking agents, Bancolombia A La Mano, Enel Service Centers, and the CADE Network in Bogotá and surrounding areas.
Keep in mind that for rural area bills, you can also use the PSE payment button or present the bill at an authorized payment point—just make sure in advance that they accept overdue bills.
If you choose PSE as your payment method and the transaction is declined, the first thing you should check is whether PSE payments are enabled in your bank and that the authorized amount covers the total on your bill. Then, it's important to check your account balance, wait a moment, and try again, as your bank might not have been online at the time the transaction was processed.
On the other hand, if your internet connection drops or the transaction is interrupted during payment, you should wait 20 to 30 minutes before trying again. This allows the system to confirm that the operation was not completed and to re-enable the payment option.
To file a claim for a payment that was not recorded, you must complete a payment application or correction request form with the details of the electric service, along with a readable proof of payment.
Remember, you can do this through our request form.
You don’t need to print Enel Colombia’s virtual bill, as you have access to electronic payment methods. You can use the PSE button directly or any of the available digital payment options. Additionally, at some banking agents like Bancolombia A La Mano and MoviiRed, you can make the payment using just your customer number.
There is no minimum amount required to finance the payment of your energy bill. However, the decision will depend on the account’s history. If you are a delinquent customer, the debt can be financed in one to 36 installments. In this case, the initial payment can be 10%, with no interest, depending on the negotiation. For debts under $5,000,000, no documentation is required.
Learn more about the available payment agreements.
You can request a payment agreement through our digital channels, service centers, and customer service lines.
Digital channels:
If your energy debt is between $30,000 and $3,000,000, you can request it through the Enel Clientes Colombia App, the private area on our website, our virtual assistant on WhatsApp, or the service chat — with no documentation, no interest, and payment terms between 2 and 6 installments.
Service centers:
You can complete this process at any of our service centers in Bogotá and Cundinamarca. If your energy debt exceeds $5,000,000, you must do it in person, as it is necessary to sign a promissory note, in which you commit to paying the debt within the agreed timeframe.
Customer service line:
If your energy debt is less than or equal to $5,000,000, you can arrange a payment agreement through our customer service phone line at 601 5115115, without documentation.
Please note: For residential customers who request a payment agreement, a monthly insurance or policy fee will apply until the financing is completed.
Learn more about the available payment agreements.
Yes. It is possible to receive a discount, which corresponds to the waiver of accumulated interest. This becomes effective once the payment is applied in the Commercial System and is reflected in the next billing cycle.
According to the Housing Lease Law, Law 820 of 2003, if the property owner terminates the contract, the company accepts the termination, and it remains in effect, the owner is not jointly liable with the tenant.
Certificates for regular consumption payments are issued immediately at in-person service centers, CADE offices, and through virtual channels such as the service chat or WhatsApp.
If you need specific certificates related to an additional product, you must submit a written request by filing the communication at a service office or through the PQR form. If you are not the property owner, you must provide written authorization along with a photocopy of the property owner’s ID and the authorized person’s ID.
The energy tariff is regulated by the Energy and Gas Regulatory Commission (CREG), an entity under the Ministry of Mines and Energy.
CREG is responsible for establishing the tariff formula that determines the cost of electricity.
Each month, energy companies calculate the tariff based on the Unit Cost of Providing Electric Power Service (CU), expressed in pesos per kilowatt-hour ($/kWh). This cost includes expenses related to the generation, transmission, distribution, and commercialization of electric power.
Click here to learn more about the energy tariff.
Regulation only applies to the kWh tariff.
If you see charges in addition to the energy consumption cost—don’t worry! Depending on your location, some bills include charges for services such as public lighting and waste collection.
You may also see charges for products and services from our Enel X and Crédito Fácil CODENSA portfolios, if you have acquired any of them.
Keep in mind that the total value of your bill corresponds to the sum of all these components. Find out where to locate these charges on your bill and what other factors can affect your energy cost.
The electricity tariff, regulated by the Energy and Gas Regulatory Commission (CREG), as well as other costs associated with connection and complementary services, are recorded monthly in a rate schedule. Click here to learn more.
In Colombia, the government subsidizes the rates for users in strata 1, 2, and 3. If you fall within these categories, you might be interested in this information:
- Stratum 1: Subsidy can reach up to 60%.
- Stratum 2: Subsidy up to 50%.
- Stratum 3: 15% subsidy.
Residents of strata 5 and 6, as well as industrial and commercial users, are required by law to contribute 20% of the service value to cover the essential consumption of residential users in strata 1, 2, and 3.
What is considered essential consumption? The National Government defines it as the minimum amount of electricity required by a user during a month to meet their basic needs , which depends on the municipality's altitude above sea level.
Would you like to calculate your energy subsidy? Click here, and we will provide you with the formula.
Billing cycles may vary between 27 and 33 days due to holidays or force majeure; however, this does not affect the increase or decrease in daily energy consumption.
On your bill, you will find the number of days and the billing period, allowing you to compare it with your average consumption over the last 6 months to understand the reasons behind the increase or reduction in the cost.
You can also check the applied energy rate cost, consumption in kWh, and the price in Colombian pesos for the billed consumption.
Find out how to review your billing period here.
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.
During the COVID-19 pandemic, our customers paid a lower energy tariff compared to the real system prices. This was thanks to temporary measures established by energy sector authorities aimed at keeping charges stable and providing support to users.
Currently, Enel is gradually recovering that balance month by month, which corresponds to the difference between the amount charged and the actual cost during the period when the tariff remained stable.
Energy theft can result in fines ranging from 1.33 to 150 current legal minimum monthly wages.
Additionally, those who commit this offense face other legal consequences, such as prison sentences from 16 to 72 months and a criminal record that affects their legal history.
Energy theft occurs when illegal connections are made, meters are tampered with to avoid recording actual consumption, among other actions. This act is classified as a crime under the Colombian Penal Code and carries serious legal consequences.
To report a case of electricity theft, we invite you to do so through the following channels:
Phone line: 601 514 00 00, option 2
Remember, this process is anonymous. Learn more by clicking here.
Meters removed by the company are not reusable. Enel Colombia returns your energy meter, and you can claim it at our partner meter laboratory, located at Carrera 65 No. 13-78, if your property is located in Bogotá.
Make sure to meet the following requirements:
- Invoice that proves the purchase of the equipment (whether from Enel Colombia or another provider)
- Proof of the person claiming the meter, to verify ownership. If the person is not the owner, a letter of authorization is required
- Photocopy of the ID of both the property owner and the authorized person
- Meter removal report. Keep in mind that meters with findings affecting proper functioning will not be returned, as they serve as evidence to support energy recovery charges
In the event of energy meter theft, you must file the corresponding police report and contact the company’s service channels to request a replacement.
According to the electric public service contract:
- The customer must inform the company of any irregularity, anomaly, or change in the electrical installations, security seals, or metering equipment.
- The custody of the meter is the customer’s responsibility; therefore, Enel Colombia will charge again for the energy meter and its installation.
Once the charges for the energy meter and its installation are reflected on your bill, you can arrange a payment agreement through our service channels.
Yes. If the meter to be installed is a replacement for the one previously installed on the property, the cost of the meter, calibration, inspection, and security seals will be charged to your bill.
The same applies if the meter installation is for a new construction. In this case, you must also process the project feasibility through the available channels for service standardization and billing of the related charges.
According to the electric public service contract:
The company is authorized to carry out technical inspections whenever it deems necessary or when requested by the customer, in order to verify the proper functioning of the energy meters and other technical measurement-related elements.
As established in Article 9.5, the customer is obligated to "allow access to the property for individuals authorized by the company to carry out inspections..."
According to section 20.1, Enel Colombia may suspend the service if inspections are not allowed. This is detailed in clauses such as:
20.1.8: for not allowing the meter to be read
20.1.9: for not making required adjustments to the installation within the specified timeframe
20.1.10: for reconnecting service after suspension
20.1.11: for not installing or preventing the installation of the metering system
20.1.12: for preventing the inspection or verification of the metering system, installations, or service testing
20.1.13: for preventing the removal of the meter for evaluation in a legally accredited laboratory
Among other causes described in the document
Also keep in mind:
You can verify the identity of individuals claiming to be from Enel Colombia by calling the customer service lines: Bogotá 601 5115115 (option 1), Cundinamarca 601 5115115 (option 2), or 018000912115 nationwide. You will need the technician’s name and ID number or the vehicle’s license plate to confirm their authenticity. [Click here to learn more]
Any charge for an inspection will be included in your energy bill. You should not make payments directly to Enel employees or contractors.
The inspection crew must provide the customer with a report indicating the procedure carried out.
When you are notified of an anomaly in your energy meter, you may submit petitions, complaints, and claims, which grant you the right to file an appeal for reconsideration or to escalate the case. The process is then referred to the Superintendence of Public Utilities (SSPD), which will issue a ruling to determine which party is in the right.
Keep in mind that if the property is rented and anomalies are found in the installed meter, the energy recovery charges are applied to the account registered with the company, not to any individual person.
The company does not have sanctioning authority; it can only issue charges for unregistered consumption through the energy bill. These due process communications are addressed to the user, subscriber, or property owner.
Keep in mind that the company does not have sanctioning authority. All customer service centers handle cases related to energy recovery charges, where we provide basic information and are able to set up payment agreements. If the inquiry involves a higher level of complexity or if the customer wishes to file a formal claim, the request is escalated through the Salesforce system to the Prisma team.
Energy meters are taken for calibration to the CAM laboratory, located at Carrera 65 B No. 13-78.
According to the electric public service contract, energy meters must be located in areas that are easily accessible from outside the property.
This facilitates reading the meter to determine monthly consumption, inspecting the condition of the equipment, and verifying its proper functioning, as well as other aspects that ensure efficient customer service.
Based on Law 142 of 1994 and Enel Colombia’s Uniform Service Contract (CCU), all necessary service suspensions will be carried out, and for each of them, a charge will be applied as established in the tariff schedule for verifying the status of the connection.
If you want to set up a new electricity account, you must provide one of the following documents:
- Certificate of Ownership and Tradition
- Property tax bill for the most recent period
- Copy of the Public Deed
- Official street address bulletin for the most recent period
- Cadastral certificate
- Possession declaration issued by a court
- Judicial ruling for property adjudication
- Administrative resolution of property adjudication
- Residential leasing contract signed with a legally established financial entity (issued no more than 90 days ago).
Additionally, you’ll need a photocopy of the property owner's ID and a copy of a neighbor’s electricity bill from the same block. With these documents, you must go to a customer service office or contact Enel Colombia through digital channels (Service Chat, WhatsApp, Virtual Service Center) to make the request.
Note: All documents must be issued within the last 90 calendar days. If the applicant is not the property owner, a signed authorization letter and photocopies of both the owner's and the authorized person's IDs must be included.
For a new account, the property must have internal and external electrical installations in accordance with the RETIE (Technical Regulation for Electrical Installations).
The recommended height for meter box installation is 1.20 meters.
- Enel Colombia installs various types of meters: single-phase, two-phase, and three-phase. Common brands include Hexing, CDM, Enel, Complant, Iskra, Siemens, ABB, and Landis
.
- Two-wire single-phase meters: 120V, 15(60) A, class 2
- Three-wire single-phase meters: 120/240V, 15(60) A
- Three-phase meters: 120–208V, 3x20(80) A
- Four-wire three-phase meters: 120–208V, 3x50(150) A
- The specific characteristics of the meters vary, such as current capacity and voltage. For example:
Yes. This applies when the energy inspection is requested by the customer. 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 electrical connection, the charge will depend on the results of the inspection.
In this case, you must carry out the account cancellation process for the property that will be demolished and initiate the process for a new account for the property you will occupy.
Yes, if the Christmas installation needs to be connected to the distribution network. In this case, you must carry out the process by sending a letter requesting the continuation of the service. The letter must include a customer number to which the corresponding charge will be applied, depending on the installed load and its duration.
You can schedule your appointment at an Enel service point online for free. You just need to select the reason for your appointment, as well as the day and time that work best for you.
Through Enel Colombia’s digital customer service channels, you can perform the following transactions:
- Transactions on the private web area or Enel Clientes App:
Download a copy of your Enel Colombia bill and pay it, check your consumption and payment history, request a payment extension, generate payment receipts, and more.
Remember that to perform these transactions, you must be registered in the private web area or the Enel Clientes App.
- Transactions via WhatsApp and Customer Service Chat:
Download the express bill, report power or street lighting outages, and set up a payment agreement.
Access our WhatsApp or Customer Service Chat.
Learn more about the available transactions in our digital channels by clicking here.
To submit a formal communication to Enel Colombia—whether it is a request, 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 to receive a response, either via email or physical address.
If you submit or send your request on a Saturday, keep in mind that if it's outside of business hours or on non-working days, the response process will begin on the next business day. Business days are understood as Monday through Friday, excluding holidays.
First, log in to the private area of the website.
If you do not wish to use digital channels, you can access the submission forms by clicking here.
- You must complete the PQR (Petitions, Complaints, and Claims) form.
- Alternatively, you can go to the customer service centers. Check the locations and hours, and schedule your appointment.
According to Article 158 of Law 142 of 1994, "the company must respond to appeals, complaints, and requests within fifteen (15) business days from the date of submission."
The Mobile Comprehensive Service (AIM) is a service that provides in-person customer support to people living in municipalities of Cundinamarca where there are no permanent Enel Colombia Customer Service Centers.
Through AIM, you can carry out various procedures such as requesting a copy of your bill, setting up payment agreements, reporting power supply failures, and obtaining additional information about the services
In Cundinamarca, we have an extensive service network thanks to our Virtual Offices in more than 80 municipalities and our customer service centers.
Check the hours of your nearest office or access your virtual office.
To find customer service locations in Bogotá, you can 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 the customer service centers in Bogotá.
If you have the required documentation for your case, you can manage your request through the following channels:
- WhatsApp: Type option 10 to be transferred to an advisor.
- Web Chat: Type option 10 or select the option "Speak with an advisor."
- PQR Form (Petitions, Complaints, and Claims).
- Customer service line: 601 5115 115, option 1.
- Customer Service Center or any CADE, SUPERCADE point, or Virtual Office where we offer assistance.
- During the Mobile Comprehensive Service (AIM) sessions in your municipality.
If the call is made from mobile phones with Claro as the operator in Bogotá and Cundinamarca, or with Tigo in Cundinamarca (excluding Sabana and Bogotá), there is no cost. However, if the call is made using a different operator, it may incur a charge and be deducted or billed according to your mobile phone plan.
It is an exclusive space for registered users, where you can securely carry out 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 of the website or the Enel Clientes App, by downloading it on Android or iOS devices.
- Enter your document type and number, along with your email or phone number.
- Complete your personal information, create a password, and accept the Terms and Conditions and the Data Processing Policy.
- If applicable, enter the verification code sent to your registered mobile number.
- If applicable, activate your account by accessing the email sent to your registered email address. Remember, you only have 48 hours.
- Receive a welcome email.
Done! You can now log in to both the website’s private area and the Enel Clientes App using the same username and password.
To recover your login details, first go to the private area of the website or access the Enel Clientes App from your Android or iOS device.
To recover your username:
- Select the option “I forgot my username.”
- Select and enter your registered ID number.
- You’ll be shown the information associated with your profile (email and phone number).
To recover your password:
- Select the option “I forgot my password.”
- Enter your username (registered email or phone number).
- Confirm the verification code you receive.
- Enter a new password.
Remember, you can log in to both the private area of the website and the Enel Clientes App using the same username and password.
If you don't know your account number or meter number, you can find them on your energy bill:
- Account number: Located in the upper right corner of the bill.
- Meter number: Located in the upper left 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 the Enel Clientes App, you can access a variety of procedures and inquiries related to your electricity service.
From there, you can download and pay your bill, view your billing history, report issues with the service or public lighting, check scheduled maintenance, set up payment agreements, split charges on your bill, request payment extensions, submit requests, and file reports, complaints, or claims.
It is a comprehensive platform that offers you options and convenience to manage your electricity service efficiently. Learn more about the private area of the website or the Enel Clientes App.
Learn here how to download an exact copy of your current or past energy 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 "View bills."
- Expand the Billing History section.
- Click "View" to download the PDF of the bill you need.
Click here to learn how to get 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 a public lighting issue as follows:
Private area:
- Register and/or log in.
- Go to the “Report an outage” option in the left-hand menu.
- Select the account (service) where you want to report the issue and click “Accept.”
- Fill out the form and click “Submit.”
- You will receive a case number.
You can also follow the steps in the videos to report an outage or public lighting issue from the Enel Clientes App.
Check if there is a scheduled maintenance to improve the power service through the following options:
Private area:
- Register and/or log in by clicking here.
- Go to the "Scheduled outages" option in the left-hand menu.
- View the information about the scheduled maintenance.
Enel Clientes App:
- Download the app and register or log in.
- Go to the "Reports" section in the bottom menu.
- Select the "Scheduled maintenance" option.
- Search by address or select the specific location on the map.
- If maintenance is scheduled, you’ll see a maintenance pin on the map — click it to see the location, start and end date, and time.
Click here to check scheduled maintenance without logging in.
f you have an outstanding energy bill of less than COP $3,000,000, you can set up a payment agreement through the private area of the website or the Enel Clientes App by following the steps in the video.
Requesting a payment agreement through our digital channels offers the following benefits:
- Financing plan of up to 6 months
- No interest
- No additional documentation required
First, make sure you meet the requirements to request a payment extension by clicking here. Then, follow the steps below:
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 want to request the extension.
- If you meet the requirements, the proposed extension date will appear.
- Accept the payment extension.
You can also do this through the Enel Clientes App. Click here to learn the steps.
To submit a request, complaint, or claim from the private area of the website, follow these steps:
- Register and/or log in.
- Go to the "Customer Ombudsman" option in the left-hand menu.
- Fill out the form and click Submit.
- You will receive a case number.
Before you begin, take a photo of your electricity meter. Enter the reading of your meter in:
The private area of the website:
- Sign up and/or log in here.
- Access the "Enter Reading" option in the left menu.
- Read the recommendations and click the "Understood" button.
- Confirm your meter number.
- Select the photo of the meter you want to submit on your computer.
- Receive confirmation that "Your reading has been successfully entered."
Or in the Enel Customers app, follow the steps in the video.
Remember that entering your meter reading only takes a couple of minutes and ensures that your energy bill reflects an accurate measurement and appropriate value. Learn more here.
Submit a request for the energy service and check its status in:
The private area of the website:
- Sign up and/or log in here.
- Access the "My Requests" option in the left menu.
- Expand the option:
- Request List: To check the details and status of your request.
- Request Submission: To fill out the form and submit your request.
Or in the Enel Customers app:
- Download, sign up, or log in to the Enel Customers app.
- Access the "Contact" module.
- Select 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.
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You can contact us by accessing the private area of the website or through the Enel Customers App. Additionally, visit the section where our customer service channels are listed.
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