Service to Stakeholders
  • wpadmin
  • wpadmin

Enlace Externo

Texto del enlace externo

The receipt and response to requests, complaints and claims, has as its main

Relationships of trust with our stakeholders

Service to Stakeholders

Última actualización 26 oct. 2014
The receipt and response to requests, complaints and claims, has as its main objective to achieve effective communication between Ecopetrol S.A. and its stakeholders. 


Under this approach, through the channels of: Mail, email, phone and personal contact, the Organization receives different RCCs (Requests, Complaints and Claims) centralizing their recording in the Citizen Participation Office, which ensures timely and effective response to citizens, through the monitoring of each and every one of the RCCs received. The handling of RCCs not only allows direct response to the concerns of citizens, but also feeds the monitoring process. 

The Citizen Participation Office creates and provides opportunities for interaction between stakeholders and Ecopetrol, where rights, ethics, transparency and the corporate reputation are strengthened. Good practice, Standards ISO 10002, 10003 and COPC (international standard that defines best practices for operation and service to customers) give us tools that allow us to encourage stakeholders to express their concerns and thus reduce the number of unsaid problems, which once expressed through requests, complaints, claims and suggestions, are addressed efficiently using customer service methodology, thus improving satisfaction, trust and loyalty in all stakeholders. 

You can access the Citizen Participation Office of Ecopetrol S.A. in the following ways: 

CITIZEN PARTICIPATION OFFICE (CPO) 
Email: participacion.ciudadana@ecopetrol.com.co; quejasysoluciones@ecopetrol.com.co . 
Contact center: (091) 234 5000 - option 7 Bogota - 018000 918418 rest of the country 
Portal: www.ecopetrol.com.co at the Online link 

CPO BOGOTA - Cundinamarca: 
Address: Calle 37 N° 8-43 (ex room 8-10) 
Telephone: (091) 2344444 
Fax: (091) 2345514 

CPO BARRANCABERMEJA - Santander: 
Address: Block three, 25 de Agosto Offices, Barrancabermeja Complex Department 
Telephone: (097) 6208994- 6208484 
Fax: (097) 6209734 

CPO EL CENTRO - Santander: 
General Offices, El Centro 
Telephone: 6239364 
Monday to Friday 6:00 a.m.- 10:30 a.m. 12:00 p.m. - 4:30 p.m. 

CPO NEIVA - Huila: 
Address: Campo Dina, km 17, Neiva ? Bogotá road 
Telephone: (098) 8671111 extension 1114 
Fax: (098) 8671196 

CPO ORITO - Putumayo: 
Address: Ecopetrol Administrative Office - Barrio Colombia 
Telephone: (098) 4292933 
Service to the public during the last week of each month 

CPO APIAY - Meta: 
Central Operations Superintendence, Km. 32, Pto López ? Bloque road, main porter?s lodge. 
Telephone: 6 616207 Internal ext. 4-6207. 

Community Relations Office YOPAL - Casanare: 
Address: Carrera 24 No. 11-69 esquina 
Telephone (098) 6354733 

CPO Cucúta - Norte de Santander: 
Address: Avenida 1E No. 14-55 - Barrio Los Caobos 
Telephone: (097) 5760260