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User Services

Apr 19, 2021

Ecopetrol Contact Center

Bogotá direct line: +57 310 315 8600.
National toll-free line: 018000918418
Telephone Switch: Monday to Friday from 6:00 a.m. at 5:00 p.m. - +57 310 315 8600.

Shareholder attention
National shareholders toll-free line -
018000113434
Shareholders hotline: 3077075

Ethics Line
International toll free:
018009121013
Direct line in Bogotá: 2343900

Health care lines:
National Toll Free / medical guidance line:
018000915556. Open 24 hours a day, 7 days a week.
New Covid-19 Hotline: 018000 423894, Open seven days a week, from 6:00 a.m. at 10:00 p.m.
Friend line: 018000918418, from cell phone 031 2345000 option 4-5

Transparence Law - Enquiries Report

Transparence Law - Enquiries Report - First Semester of 2020
Transparence Law - Enquiries Report - Second Semester of 2019
Transparence Law - Enquiries Report - First Semester of 2019
Transparence Law - Enquiries Report 2018

General Chat
Shareholders Chat

For line 2345000 Select the option in the menu according to your need and dial:

  • 1 if you are a Client or wish to be an Ecopetrol client.
  • 2 if you are a Shareholder or Investor of Ecopetrol.
  • 3 if you are a Supplier or wish to be an Ecopetrol supplier.
  • 4 if you are an Ecopetrol official.
  • 5 if you are a pensioner or beneficiary of Ecopetrol.
  • 6 if you are an Ecopetrol contractor worker.
  • 7 to report a complaint or suggestion.
  • 8 if you are part of the larger community.
  • 9 to communicate with the switch and other dependencies.
 

https://sedeelectronica.ecopetrol.com.co

Frequently Asked Questions - Electronic Correspondence Office

Can any natural person register a company?
To register a company, any of its employees must select during registration the type of legal person, so that they can indicate the Nit and trade name of the company; however it will be identified with your corporate email.

What can I file in the electronic correspondence office?
Signed communications addressed to Ecopetrol of any documentary type (with the exception of the matters not allowed, described in the following question) or rights of petition.

Are there any restrictions for filing communications in electronic headquarters?
Yes, no communications related to purchasing and contracting processes, invoices, legal notifications or directed to the Directorate of Physical Security and Hydrocarbon Loss Control are received. To file this type of document, we invite you to make use of the channels that the Company has arranged for it.

Should I attach the signed communication?
Yes, it is required that at least one document be attached, which corresponds to the main communication you wish to file, this communication must be signed, although it does not necessarily have to be electronic or digital.

What if I don't know my recipient's email?
The communication can be directed in a general way to the company or to a specific area, in this case, the recipient's email field can be left blank.

If I can send a communication addressed to the Company, what is the use of writing the recipient's email?
Knowing the recipient email will speed up the delivery of the communication.

Will I receive any notification of the communication that I filed?
In a maximum of 5 minutes after filing, you will receive the assigned filing number in your email, it is important that you previously validate the correct operation of your mailbox.

Does this replace the physical mail windows?
No, the physical windows are maintained for the reception of communications that by their nature require to be delivered through this medium, CD, USB, Boxes, etc.

Correspondence Attention
City Correspondence Address
Bogotá

Calle 35 # 7-59 Ed. Caxdac Piso 1


 
 

Regional Presence

The Citizen Participation Office (OPC) deploys its scope and coverage on the territory and is immersed in the company's tactical and operational activities, guaranteeing citizens’ rights and being a contact point between the organization and the Stakeholders in the five regions where Ecopetrol operates. It currently has a permanent presence in 16 locations through fixed offices, and in 29 others, through fixed and mobile points and service brigades.

OPC Regional Deployment – 2021

 

 

REGION

OFFICE

Caribbean Pacific

Cartagena*

Central

Barrancabermeja*

Bogotá D.C.*

Bucaramanga*

Cúcuta*

Corregimiento El Centro

Tibú*

Puerto Wilches

East

Puerto Gaitán

Orinoquía

Acacias*

Castilla La Nueva*

Guamal*

Villavicencio*

Piedemonte

Yopal*

Andean

Neiva*

Orito*

*Office closed all year due to the pandemic.

 

Source: Ecopetrol, Citizen Participation Office

This regional deployment of the OPC is aligned with the company's Business Plan, to the regulation of the authorities for the development of operations and projects and is a potential path for Ecopetrol's strategic engagement plans on the territories.

Citizen’s attention

Establishing and facilitating the necessary spaces for Stakeholders to communicate their expectations, disagreements, and needs to the organization, to provide a timely response to requests, complaints, claims, suggestions (PQRS or in Spanish - Peticiones, Quejas, Reclamos, y Sugerencias) and compliments processed, is one of the key pillars of the strategic relations strategy.

To ensure timely attention to the PQRS, there is a process, and a network of approximately 300 Ecopetrol workers distributed in all areas of the company. This process is governed by the Ecopetrol’s Procedure for Management of the Right to Petition, which establishes the general conditions, the competencies to respond, the stages of the process, and all other substantial and instrumental aspects that guarantee timely and adequate attention to stakeholder’s requests.

In the last five years, approximately 175,000 stakeholder’s requests have been attended. The average indicator of timely attention to citizens is 99.98% and the corresponding indicator for 2021 is 99.99%.

Indicator of timely attention to citizens - 2017 to 2021.

 

 


Source: Ecopetrol, Citizen Participation Office

Indicator of timely attention to citizens by stakeholders – 2021.

Stakeholders

GENERAL INDICATOR

Shareholders

100.00%

Clients

100.00%

Employees, pensioners, and beneficiaries

99.98%

National State

100.00%

Suppliers

99.91%

Society, community, and local State

100.00%

Partners

100.00%

Total

99.99%

Source: Ecopetrol, Citizen Participation Office

 

 

 


The reception of PQRS in Ecopetrol is multichannel and seeks to facilitate the process to submit people’s requests and improve communication with the company. The channels provided by Ecopetrol to attend its stakeholders are listed below: 
  • ECO Zones. Experience center offices that promote community participation and understanding of the company's operations through the pedagogy of knowledge, aiming to create a unique engagement experience.
  • Personalized attention offices. Staffed by Ecopetrol personnel located in different municipalities of the country, to attend different stakeholders.
  • Mobile service attention points. Rotating attention points are implemented in different villages throughout the places where the company has its operations.
  • Attention brigades. Personalized attention in municipalities without the permanent presence of the company.
  • Teleiguanas. Telephone booths that communicate directly with the corporate call center. These booths are in the Caribbean, Casanare, Central, Huila, Magdalena Medio, Meta, Western, Eastern, and Nariño-Putumayo regions.
  • Email. The following mailboxes are available:
    participacion.ciudadana@ecopetrol.com.co 
    quejasysoluciones@ecopetrol.com.co
  • Internet. Online form for submitting requests, complaints, claims, suggestions, or others (www.ecopetrol.com.co > Home > Our Company > User Services > Contact Us).
  • Corporate Call Center. National toll-free telephone line: 01 8000 918418
    Telephone line: (+057) 310 315 8600
  • They operate in all locations where Ecopetrol has offices. Bogotá City operates in the Caxdac Building, Calle 35 No. 7-29, 1st Floor. Monday to Friday.
     
Schedule from Monday to Friday
City Schedule Address and telephone number of the Citizen Participation Offices
Bogotá 7:30 a.m. to 4:30 p.m. Kr 7 No. 37-69 Ed Teusacá Piso 1
Teléfono: (57+1)  2344444
Cartagena 7:30 a.m. to 4:00 p.m. Kilómetro 10 Vía Mamonal
Teléfono +57 310 315 8600. Ext. 50845
Barrancabermeja 6:00 a.m. to 10:30 a.m. and 12:00 m a 4:30 p.m. Bloque tres Oficinas del 25 de Agosto de la Gerencia Complejo Barrancabermeja 
Teléfono: (57+7) 6208994- 6208484
Fax: (57+7) 6209734
Puerto Wilches Monday to Friday from 7:30 a.m. - 12 m. and  2 p.m. - 5 p.m.

Dirección: Carrera 7a # 6 – 42
Teléfono: 321 4251808

Bucaramanga 7:30 a.m. to 4:30 p.m. Instituto Colombiano de Petróleo (ICP)
Dirección Km 7 autopista a Piedecuesta Santander  
Teléfono (57+7) 684 7000 Ext. 47413 (Recepción)
Fax: (57+7) 684 7444
Neiva 7:00 a.m. to 4:30 p.m. Campo Dina km 17 vía Neiva - Bogotá
Teléfono: (57+8) 8671111 Ext. 1114
Fax: (57+8) 8671196
Orito 7:00 a.m. to 12 m and 1:00 p.m. to 5:00 p.m. Comisariato de Ecopetrol - Barrio Colombia
Teléfono: (57+8) 4292933
Atención al público la última semana de cada mes

Cúcuta
8:30 a.m. -11:30 a.m. and 1:30p.m. a 4:00 p.m. Calle 19 No. 1 - 44 Barrio Blanco

Dosquebradas

9:00 a.m. to 12:00 p.m. and2:00 p.m. to 4:30 p.m.

Avenida del Ferrocarril No. 17-12 Edificio Ópalo
Teléfono: (57+6) 3515520

Villavicencio

Monday, Tuesday, Wednesday and Friday from 8:00 am to 11:30 am and 1:30 to 4:00 pm. Thursday from 9:30 am to 11:30 am and 1:30 pm to 4:00 pm.

Calle 15 # 40 - 01, Centro Comercial Primavera Urbana. Piso 1, Local 153.

Acacías  8:00 am to 1:00 pm and 2:00 to 4:00 pm.  Calle 14 # 12 - 51, barrio Juan Mellao.
Guamal 7:30 am to 1:00 pm and 1:30 to 4:00 pm. 

Carrera 7 # 16-19, barrio Los Fundadores Av. Las Palmas.

Castilla la Nueva

 8:00 am to 12:00 m and 1:00 to 4:00 pm. 

Avenida Nuevo Milenio Calle 9 No. 12-06

Puerto Gaitán

7:30 am to 12:00 m and 1:00 to 4:30 pm.

Calle 14 # 9-87, local 1, hotel Las Iguanas.

Yopal

8:00 am to 12:00 m and 1:00 to 4:00 pm. 

Carrera 21 con calle 37 esquina.

 

 

To perform proper corporate responsibility, it is necessary to have permanent communication channels that contribute maintaining and improving the relationship with Stakeholders. Ecopetrol has mechanisms and channels to receive and adequately manage requests, complaints, claims, suggestions (PQRS), and congratulations presented by Stakeholders, ensuring a timely and thorough response.

Likewise, participation scenarios are generated by the Company to inform Stakeholders about the activities developed by the organization and to know their perceptions. All these, to build a close and long-lasting relationship between them and the organization.

The information from the PQRS and the participation scenarios allows Ecopetrol to identify improvement opportunities in the organization's processes and to build solution´s to situations of dissatisfaction.

This dialogue with Stakeholders at a national level becomes a reality in Ecopetrol through the Citizen Participation Office (OPC), guaranteeing the right of the interested parties to express their positions and concerns regarding the actions of the company, thus becoming a space of interrelation that strengthens citizen rights, ethical principles, and transparency in social relations, under the premise that citizen participation is an instrument of public policy to achieve the organized and equitable development of society.

Through management and monitoring of the requirements derived from such interaction between Ecopetrol and its Stakeholders, the data that is obtained is structured, analyzed, and converted into valuable information for improvement and decision making.

Also, dialogue scenarios to build trusting relationships with Communities, Local Authorities, Contractors, and Ecopetrol Group subsidiaries are the ideal spaces to recognize the other part, establish relationships inclusively and capitalize on the opportunity to prevent, transform, and constructively resolve conflicts. In addition, these spaces for dialogue allow a better coexistence between the parties, ensuring citizen participation, strengthening institutions, and contributing to the sustainable development of the territories.

By 2021, 349 strategic dialogue spaces were held, as part of Ecopetrol's actions to build trust and social bonding with the communities and other stakeholders. Below is a summary table of these spaces by region.

Region

Total
Dialogue Spaces

Central

120

Andean Transportation

116

South

44

Piedemonte

18

Caribbean

21

Orinoquía

12

East

11

Catatumbo - Arauca

7

Total

349

Source: Ecopetrol, Sustainable Development Vice-Presidency VDS, Regional Social Settings Management

 

Likewise, due to the realization of these spaces, we had contact with 41,603 people, being the community the main focus of these dialogue spaces. The following is a list of the amount of people per Stakeholders with whom activities were developed:

 

Number of people per stakeholders

Region

Community

Non-Governmental
Organizations (NGO)

business associations

 

Authorities

Contractors or subsidiaries

Total

Piedemonte

10,374

8,790

7,410

30

 

31,034

Central

9,018

24

31

131

166

9,370

Andean Transportation

1,788

11

10

170

58

2,037

East

1,503

0

0

0

0

1,503

South

842

42

18

135

213

1,250

Orinoquía

300

2

 

58

14

374

Caribbean

236

 

 

33

 

269

Catatumbo - Arauca

157

 

4

35

 

196

Total

24,218

8,869

7,473

592

451

41,603

Source: Ecopetrol, Sustainable Development Vice-Presidency VDS, Regional Social Settings Management

 

Most of these spaces were held within the framework of engagement initiatives in the different regions, a strategy that has allowed strengthening and expanding the scope of Ecopetrol's voluntary, preventive, and constructive engagement with its Stakeholders, especially with communities, business associations, and local authorities.

Spaces promoted by the Citizen Participation Office

The OPC promotes the development of intentional spaces for enhancing the relationships with Stakeholders, through which attention, democratic dialogue, accountability, and the strengthening of citizen competencies are encouraged by establishing synergies with different institutions and areas of the company.

In these scenarios, operational results and projections are disclosed, the management of relevant topics for the relationship is socialized, the needs and expectations of the Stakeholders are listened and knowledge about the industry, the company, and its management is given to the stakeholders. For this purpose, the Citizen Participation Office (OPC) structured the following Portfolio.

Portfolio Participation Scenarios OPC – 2021

Source: Ecopetrol, Citizen Participation Office

Based on the Portfolio and considering the needs, particularities, and dynamics of each region, each year a strategic plan of participation scenarios is built, which must be aligned to Ecopetrol's Strategic Relations Strategy in the territories.

During 2021, although there were fewer activities due to the social isolation caused by the pandemic, events were held through digital tools provided by the company and others were done in person. In total, 152 participation spaces were held with 3,802 people, with the community being the main focus of these spaces.

In the past five years, 909 activities were carried out in all the Company's regions, with the participation of almost 25,000 people, as illustrated in the following table:

 

 

Participation scenarios by region - 2017 to 2021

 

2017

2018

2019

2020

2021

OPC by Region

Attendees

Events

Attendees

Events

Attendees

Events

Attendees

Events

Attendees

Events

Caribbean Pacific

5

92

535

41

1,374

22

266

7

485

14

Central

36

406

915

89

1,592

106

1,158

27

1,351

73

East

 

 

641

20

788

21

231

4

234

8

Orinoquia

9

2,456

2,752

78

3,692

133

462

31

1,182

25

Piedemonte

3

635

593

25

447

22

209

8

285

13

South

13

331

282

19

611

27

375

11

265

19

Total

66

3,920

5,718

272

8,504

331

2,701

88

3,802

152

Source: Ecopetrol, Citizen Participation Office

 

Participation scenarios - 2017 to 2021

Source: Ecopetrol, Citizen Participation Office


 
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