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This can be due to different factors such as:

• Technical problems in a substation.
• Vandalism or theft of energy infrastructure.
• Climate problems.

• Disconnect all equipment to avoid damage or discharges when the power returns.
• Report failures by calling our 115 helpline, on our social networks: Facebook, Twitter or in our service chat on the website

There may be delays due to:

• Delays in arrival due to displacement.
• Difficult access in the affected area.
• Arboreal density that makes work difficult.
• Safety, interventions can not be carried out during the night.
• Non-optimal climatic conditions.

You can pay your bills through ATMs, telephone, online, in-person assistance offices, CADEs, Multicolor Network and collection offices authorized by Enel Distribution. Check all the payment points at: www.enel.com.co/en/pay-my-bill-electricity.html

You can report it through any of the customer service channels we have available to you:

1. Personalized assistance: visit any in-person assistance center, CADE or SuperCADE.
2. Petitions, Complaints and Appeals: File a letter at the authorized in-person assistance offices.
3. Fonoservicio: Line 115 or 7115115, option 5.

Lack of timely payment of invoices issued by the COMPANY, corresponding to one (1) billing period.

• Paying invoices with checks that are not paid by the bank when presented.
• Because of anomalies in the installations, connections, meters, seals, meter boxes, bolts, plates, etc. or lines, or not complying with the payment of sanctions imposed for this reason.
• Failure to comply with the requirements or commitments acquired with the COMPANY.
• Due to alteration or unilateral variation and inconsistency of the conditions of provision of service, or for breach of any of the obligations stipulated in the contract.
• Providing, temporarily or permanently, the electricity service to another property or CUSTOMER different from the one for which the service is contracted.
• Preventing the connection to electrical points of the COMPANY or obstructing the connection or installation of the required equipment.
• In the case of CUSTOMERS who are beneficiaries of subsidies, giving the electric power a different use from that for which the subsidy is granted, or reselling it to other CUSTOMERS.
• When for reasons attributable to the CUSTOMER, the COMPANY can not take the reading in two (2) consecutive billing periods.
• Not executing within the fixed term, the adaptation of the internal installations that, for technical or security reasons in the supply of the service, the COMPANY requires in accordance with the regulations in force.
• Performing a reconnection without authorization from the COMPANY when the service is suspended.
• Preventing the revision or verification of the measurement equipment and installations or, for preventing the removal, change or correction of the meter and the adequacy of the connection when the COMPANY so determines.

No, this type of transaction is not valid in the company.

It can happen due to any of the following situations:

• Because of anomalies in the installations, connections, meters, seals, meter boxes, bolts, plates, etc. or lines; or not complying with the payment of the sanctions imposed for this reason, when the decision is final.
• Failure to comply with the requirements or commitments acquired with the COMPANY. Example: An adaptation not made.
• Due to alteration or unilateral variation and inconsistency of the conditions of provision of service, or for breach of any of the obligations stipulated in the contract.
• Providing, temporarily or permanently, the electricity service to another property or CUSTOMER different from the one for which the service is contracted.
• Preventing the connection to electrical points of the COMPANY or obstructing the connection or installation of the required equipment or equipment.
• In the case of the CUSTOMERS beneficiaries of subsidies, for giving the electric power a different use from the one for which the subsidy is granted, or reselling it to other CUSTOMERS.
• When for reasons attributable to the CLIENT, the COMPANY can not take the reading in two (2) consecutive billing periods.
• Not executing within the fixed term, the adaptation of the internal installations that, for technical or security reasons in the supply of the service, the COMPANY requires in accordance with the regulations in force.
• Performing a reconnection without authorization from the COMPANY when the service is suspended.
• Preventing the revision or verification of the measurement equipment and installations or, for preventing the removal, change or correction of the meter and the adequacy of the connection when the COMPANY so determines.

The venues that have the necessary logistics to filing letters are:

Av. Suba, Av. Suba No. 128 B-18

Chía, Calle 5 No. 1 A-18

Edificio Administrativo, Cra. 13A No. 93-66

Fusagasugá, Calle 9 No. 1-02

Galerías, Calle 53 No. 22-53

La Palma, Cra. 3 No. 5-68

La Vega, Cra. 4 No. 11-70

Madrid, Calle 7 No. 4-62

Mesitas del Colegio, Calle 10 No. 8 A-52

San Diego, Cra. 7 No. 33-65

Suesca, Calle 4 No. 10-98

Ubaté, Cra. 4 No. 10-98

Venecia, Autopista Sur No. 54 A-07

Zipaquirá, Calle 4 No. 6-15

In accordance with the provisions of Article 158 of Law 142 of 1994, "The company will respond to appeals, complaints and petitions within fifteen (15) business days from the date of submission. After that term and unless it is shown that the subscriber or user caused the delay, or that it was required to conduct tests, it shall be understood that the appeal has been resolved in a favorable manner".