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Attention to Stakeholders
Jun 16, 2020

The main objective of receiving and attending to requests, complaints, claims, suggestions and congratulations (PQRS) is to achieve fluid and effective communication between Ecopetrol S.A. and its stakeholders. Under this scheme the Organization through the channels of: correspondence, email, telephone reception and personal contacts receives the different PQRS centralizing its registration in the Office of Citizen Participation, where the timely and effective response to citizens is ensured, through punctual monitoring of each and every one of the requests received. The attention of the PQRS not only allows the direct attention of the concerns of the citizens, but also feeds the monitoring process that allows improving the processes within the company.

The Citizen Participation Office creates and facilitates spaces for interaction between our interest groups and Ecopetrol, where rights, ethical principles, transparency and business reputation are strengthened. The good practices, the ISO 10002, 10003 and COPC regulations (international standard that defines the best practices to operate and serve customers) give us tools that allow stimulating interest groups to manifest themselves and thus decrease the number of problems unexpressed, which once expressed through the PQRS, through a customer service methodology, are efficiently served, improving the satisfaction, trust and loyalty of all our stakeholders.

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

E-mail: participacion.ciudadana@ecopetrol.com.co;quejasysoluciones@ecopetrol.com.co.
Contact center: (091) 234 5000 - option 7 Bogotá - 018000 918418
Portal: www.ecopetrol.com.co

Personalized attention at the Citizen Participation Offices located in the following cities:

Cartagena - Bolívar:
Mamonal KM 7, Ecopetrol Edificio VIT, Segundo piso
Telephone: (091) 2344000 Extension 83199
Attention hours: Monday to Friday from 8:00 a.m. to 11:00 a.m. and from 1:30 p.m. to 3:30 p.m.

Bogotá - Cundinamarca:
Address: Carrera 7 No. 37-73, Edificio Teusacá Piso 1
Telephone: (091) 2344444
Attention hours: Monday to Friday from 7:30 a.m. to 12:30 p.m. and from 1:30 p.m. to 4:30 p.m.

Barrancabermeja - Santander:
Address: Bloque 3 Oficinas del 25 de agosto de la Gerencia Complejo Barrancabermeja
Telephone: (097) 6208994- 6208484
Attention hours: Monday to Friday from 6:30 a.m. to 11:30 a.m. and from 12:30 p.m. to 4:30 p.m.

El Centro - Santander
Address: Oficinas Generales de Ecopetrol El Centro
Telephone: (097) 6239364 - 6239534
Attention hours: Monday to Friday from 6:00 a.m. to 11:00 a.m. and from 12:00 m. to 4:00 p.m.

Bucaramanga - Santander:
Address: Carrera 29 N° 45-45 Centro Empresarial Business Park Oficina 611
Telephone: (097) 6847474
Attention hours: Monday to Friday from 8:00 a.m. to 11:00 a.m. and from 1:30 p.m. to 4:00 p.m.

Cúcuta - Norte de Santander:
Address: Calle 10 y 11 Centro Comercial Ventura Plaza, Centro de negocios oficina 3-116
Telephone: (097) 5760260 Ext. 40355
Attention hours: Monday to Friday from 8:00 a.m. to 11:00 a.m. and from 1:30 p.m. to 4:00 p.m.

Tibú - Norte de Santander:
Address: Kilómetro 1, Zona Industrial Campo Ecopetrol Tibú
Telephone: (097) 5663323 – 5663300 Ext. 40020
Attention hours: Monday to Friday from 7:00 a.m. to 12:00 m. and from 1:00 p.m. to 4:00 p.m.

Neiva - Huila:
Address: Transversal 9AW No. 7-89
Telephone: (098) 8671111 Extension 1114
Attention hours: Monday to Friday from 7 a.m. to 12:00 m. and from 1:00 p.m. to 4:30 p.m.

Orito - Putumayo:
Address: Comisariato de Ecopetrol - Barrio Colombia
Telephone: (098) 4292933
Attention hours: Monday to Friday from 7 a.m. to 12:00 m. and from 1:00 p.m. to 4:30 p.m.

Villavicencio - Meta:
Address: Calle 15 N° 40-01 CC primavera Urbana Piso 1, Local 153.
Telephone: (098) 6616207
Attention hours: Monday, Tuesday, Wednesday and Friday from 8:00 a.m. to 11:30 m. and from 1:30 p.m. to 4:00 p.m. Thursday from 9:30 a.m. to 11:30 a.m. and from 1:30 p.m. to 4:00 p.m.

Acacías - Meta:
Address: Calle 14 N° 12-51 Barrio Juan Mellao
Telephone: (098) 6576041
Attention hours: Monday to Friday from 7:30 a.m. to 12:00 m. and from 1:00 p.m. to 4:00 p.m.

Guamal - Meta:
Address: Carrera 7 N° 16-19 Barrio Los Fundadores Av. Las Palmas
Attention hours: Monday to Friday from 7:30 a.m. to 12:00 m. and from 1:00 p.m. to 4:00 p.m.

Castilla la Nueva - Meta:
Address: Av. Nuevo Milenio Calle 9 N° 12-06
Attention hours: Monday to Friday from 7:30 a.m. to 12:00 m. and from 1:00 p.m. to 3:30 p.m.

Puerto Gaitán - Meta:
Address: Calle 14 N° 9-87, Local 1, Hotel Las Iguanas.
Attention hours: Monday to Friday from 7:30 a.m. to 12:00 m. and from 1:00 p.m. to 4:30 p.m.

Yopal - Casanare:
Address: Carrera 21 con calle 37 esquina.
Attention hours: Monday to Friday from 8:00 a.m. to 12:00 m. and from 1:00 p.m. to 4:00 p.m

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