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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
- If you wish to present a complaint, reclamation, contratulation, information request or petition right, click here
- Click here for consulting the state of your complaint, reclamation, congratulation, information request or petition right
- If you wish to file a complaint to publicize a situation in which it is presumed that a behavior or action goes against our Code of Ethics or is considered as a possible event of fraud, corruption, money laundering or terrorist financing, click here
- If you wish to make a judicial notification use the mailbox: notificacionesjudicialesecopetrol@ecopetrol.com.co
- Procuraduría General de la Nación - Solicitud de Información con Identificación Reservada.
- If you wish to send or request information related to a disciplinary process, contact directly the mailbox:controldisciplinario@ecopetrol.com.co
-
In order to strengthen our culture of customer service, any doubt, suggestion or claim that is related to the provision of the complementary activity of commercialization of Combustible Gas or sale of electricity to its economic associates as Marginal Producer, can be directed to the following address: Kr 7 No. 37-69 Ed Teusacá, Floor 1. Telephone: (57 + 1) 2344444 participacion.ciudadana@ecopetrol.com.co
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
In addition to Ecopetrol's engagement strategies in the territory, through a diagnostic model, the Citizen Participation Office - OPC - establishes the relevance of its regional presence and operating model according to the relevance of each municipality in the Company's business plan.
Currently, there is permanent face-to-face attention with fixed headquarters in 16 municipalities and, through mobile points and assistance brigades in 5 Ecopetrol operating regions.
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|
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This deployment towards the regions implies having infrastructure plus human, locative, technological, and logistical resources to secure assistance to citizens in a permanent, transparent, and inclusive manner, thus becoming the first link to guarantee their right of access to information and citizen participation.
Attention to citizens in the management of the right of petition (PQRS)
It consists in guaranteeing a timely and substantive response to all Petitions, Complaints, Claims and Suggestions - PQRS submitted to Ecopetrol. To this end, the procedure for managing Ecopetrol's right of petition, the conditions, competences, and other substantial and instrumental management and control aspects have been established. This management is assessed with the indicator of timely assistance to citizens.
To ensure timely attention to PQRS, there is a process and a network of approximately 220 solvers distributed in all areas of the company. This process is governed by the procedure for managing Ecopetrol's right of petition, which sets out the general conditions, the competence respond, the stages of the process, and all other substantial and instrumental aspects that guarantee timely and adequate attention of citizen petitions.
In the last 5 years, approximately 198,452 citizen requests have been addressed. The indicator of timely attention to citizens in this period averaged 99.97% and 99.94% in 2022.
Indicator of timely attention to citizens by stakeholders in 2022
Source: Ecopetrol, Citizen Participation Office
Indicator of timely attention to citizens by stakeholders – 2021.
|
Stakeholders |
GENERAL INDICATOR |
|
Shareholders |
99,63% |
|
Clients |
99,60% |
|
Employees, pensioners, and beneficiaries |
99.91% |
|
National State |
100.00% |
|
Suppliers |
99.96% |
|
Society, community, and local State |
99,96% |
|
Partners |
100.00% |
|
Total |
99.94% |
Source: Ecopetrol, Citizen Participation Office
Ecopetrol has mechanisms and channels to properly receive and manage Petitions, Complaints, Claims and Suggestions - PQRS, as well as acknowledgment from the stakeholders, ensuring a timely and in-depth response.
Similarly, participation scenarios are created that allow stakeholders to be informed about the activities performed by the company and to learn about their perception so as to build a close relationship between them and the organization.
Through the management and monitoring of the PQRS and requirements derived from said interaction between Ecopetrol and its stakeholders, data is obtained that is then structured, analyzed, and converted into valuable information for decision-making purposes. This information allows Ecopetrol to identify opportunities for improvement in the organization's processes and build alternative solutions of dissatisfaction situations.
The OPC's operational deployment model considers six care modalities through face-to-face and non-face-to-face channels, as follows:
|
ECO Zone |
Experience Center for the interaction of the company with its stakeholders (Meeting, Knowledge, and Opportunities), through the pedagogy of knowledge and participatory science. Currently, there is an ECO Zone in the municipality of Puerto Wilches. |
|
Attention Office |
Physical space for on-site and permanent attention that facilitate management of the right of petition and access to information on the operation and management of the company. These can be found in the municipalities that are listed in the regional presence. |
|
Fixed point of attention |
Conditioning of a non-permanent space within Ecopetrol facilities for systematic attention to the citizens of a certain locality. (weekly). Also, there are Correspondence Offices, currently in the city of Bogotá, operating in the Caxdac Building, Calle 35 No. 7-29 piso 1. |
|
Mobile point |
Rotating service points for citizens, implemented outside Ecopetrol facilities in different locations of a territory. (biweekly) |
|
Brigade |
OPC days at specific places and groups, usually in cooperation with other company areas. (By demand). |
|
Non-presential channels |
Virtual, electronic, or telephone attention mechanisms not requiring physical space, nor face-to-face meeting with the interlocutors. |
The following are non-presential communication channels available to the Citizen Participation Office:
Email: The following emails are available:
participacion.ciudadana@ecopetrol.com.co
quejasysoluciones@ecopetrol.com.co
Web page: Online form for submitting requests, claims, suggestions or complaints published on the corporate website (www.ecopetrol.com.co > Inicio > Nuestra Empresa > Servicios de Información al Ciudadano > Contáctenos)
Corporate Call Center.
National toll-free telephone line: 01 8000 918418
Telephone line: (+057) 310 315 8600
| 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 |
| 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 |
| 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 communicate with any Ecopetrol office via email, please write to us at participacion.ciudadana@ecopetrol.com.co
- If you wish to make a judicial notification use the mailbox: notificacionesjudicialesecopetrol@ecopetrol.com.co
It consists in promoting the development of opportunities intended for engagement with stakeholders, which enable attention, dialogue, accountability, and strengthening of citizen competences by creating synergies with the institutionality and the different mission and support areas of the company.
These scenarios promote knowledge about the industry, the company, and its management. Themes relevant for relationships are communicated. Stakeholders needs and expectations are listened to. Operational outcomes and projections are disclosed, and citizen competencies are strengthened.
To this end, the OPC structured the following portfolio:
Each strategic line of the participation scenarios has specific products that have a thematic, methodological, and logistical development requiring technical and budgetary resources for their implementation. Within the framework of these lines, the OPC has consolidated experience and methodologies for the development of each of the activities proposed in the portfolio.
The Pedagogy and Attention to stakeholders’ lines are highlighted as inherent in the management of the OPC based on citizen service and access to information. In turn, the Dialogue and Accountability line is developed by demand and in collaboration with other areas of the company, based on transparency and social control. Based on the portfolio and considering the needs, particularities, and dynamics of each region, each year a strategic plan of participation scenarios is built, in line with Ecopetrol's relationships plan in the territories. Detailed below are the programs conducted in 2022, showing the place of execution and the participants:
Scenarios in 2022 - Programs executed
|
Depart ent / Number of participants by program |
OPC Brigades |
OPC Talks |
Building Citizenship |
Find out with OPC |
Citizen participation and ethics at Ecopetrol |
Protecting my planet |
OPC mobile points |
Didactic workshops on the industry |
Workshop on excellence of attention to stakeholders |
Total participants by Department. |
|---|---|---|---|---|---|---|---|---|---|---|
|
ANTIOQUIA |
23 |
2 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
25 |
|
ARCHIPIELAGO DE SAN ANDRÉS |
0 |
0 |
0 |
0 |
0 |
120 |
0 |
0 |
0 |
120 |
|
BOGOTÁ D.C. |
0 |
0 |
0 |
0 |
0 |
0 |
100 |
0 |
0 |
100 |
|
BOLÍVAR |
46 |
198 |
16 |
15 |
27 |
55 |
0 |
29 |
11 |
397 |
|
BOYACÁ |
132 |
33 |
10 |
0 |
0 |
20 |
0 |
0 |
0 |
195 |
|
CASANARE |
116 |
29 |
49 |
0 |
0 |
144 |
3 |
0 |
144 |
485 |
|
CUNDINAMARCA |
0 |
0 |
16 |
0 |
0 |
15 |
100 |
0 |
0 |
131 |
|
HUILA |
0 |
57 |
18 |
0 |
101 |
116 |
0 |
0 |
132 |
424 |
|
LA GUAJIRA |
30 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
30 |
|
META |
1.017 |
86 |
34 |
55 |
104 |
88 |
175 |
0 |
37 |
1.596 |
|
NORTE DE SANTANDER |
0 |
|
0 |
0 |
0 |
0 |
0 |
0 |
34 |
34 |
|
PUTUMAYO |
0 |
145 |
11 |
0 |
171 |
583 |
9 |
0 |
80 |
999 |
|
SANTANDER |
186 |
550 |
16 |
5 |
88 |
397 |
9 |
240 |
24 |
1.515 |
|
Total participants by program |
1.550 |
1.100 |
170 |
75 |
491 |
1.538 |
396 |
269 |
462 |
6.051 |
Source: Citizen Participation Office
Included below are some examples of progress achieved in the consolidation of such scenarios:
ECO Zone:
The most recent strategy that seeks to promote and strengthen the participation and dialogue commitment. It contributes to the strengthening of relationships of trust and to reducing the uncertainty of the stakeholders regarding the management and operations of the company through the implementation of settings, methodologies and tools for encounters, learning, dialogue, and participation, relying on information and communication technologies - ICT.
In 2020, the OPC designed the model (strategic and operational); in 2021, the pilot was implemented in the Middle Magdalena; in 2022, the implementation began in Orinoquía and from now on, the plan is to replicate the model in all the regions of influence of Ecopetrol, according to the baseline.
In the opening for access to information and care at the first level, participatory science and experiential learning are key elements in this strategy.
Building citizenship:
Training program to strengthen skills for citizen participation, as a tool for assertive dialogue, in a culture of peace and coexistence.
- Promote citizen participation within the framework of democracy and a culture of peace.
- Identify the functions of the Government and the institutional framework to exercise citizen participation.
- Appropriate the elements of citizen control with emphasis on citizen oversight.
Protecting my planet:
Program established in 2014 that has been maturing and gaining strength in all regions of influence. Its purpose is to raise awareness and train the primary education community in sustainable living habits through the knowledge and experience of the human talent of Ecopetrol and its partners.
The topics are developed by an expert´s presentation, the execution of applied activities, and the implementation of challenges for school and home in five modules, as follows:
|
Module |
Session / Objective |
Topics |
||
|---|---|---|---|---|
|
|
|
Session 1 Promote personal care in different spaces of the house |
|
|
|
|
|
Sessions 2 and 3 Promote care of water sources and responsible use of water. |
|
|
|
|
|
Sessions 4 and 5 Promote protection of fauna and flora. |
|
|
|
|
|
Session 6 and 7 Promote responsible consumption habits that favor the conservation of the environment. |
|
|
|
|
|
Session 8 Socialize industry processes, Ecopetrol's contribution to the country, and its environmental agenda. |
|
|
|
|
Closing event |
Session 9 Recognize the participants and "boys and girls that protect the planet". |
||
In this strategic line, other scenarios that consolidated the OPC portfolio in 2021 have been structured and implemented.
In 2022, a total of 330 participation sessions were held with 6,051 people, where the community was the main focus.
In the last 5 years, 1,173 activities were conducted in all Company's regional offices, with the participation of 26,776 people, as shown in the following table:
Participation scenarios by region 2018 - 2022
|
OPC Regional |
2018 |
2019 |
2020 |
2021 |
2022 |
|||||
|---|---|---|---|---|---|---|---|---|---|---|
|
Attendees |
Events |
Attendees |
Events |
Attendees |
Events |
Attendees |
Events |
Attendees |
Events |
|
|
Caribbean and Pacific |
535 |
41 |
1.374 |
22 |
266 |
7 |
485 |
14 |
353 |
15 |
|
Central |
915 |
89 |
1.592 |
106 |
1.158 |
27 |
1.351 |
73 |
1.949 |
128 |
|
East |
641 |
20 |
788 |
21 |
231 |
4 |
234 |
8 |
922 |
30 |
|
Orinoquía |
2.752 |
78 |
3.692 |
133 |
462 |
31 |
1.182 |
25 |
919 |
78 |
|
Piedemonte |
593 |
25 |
447 |
22 |
209 |
8 |
285 |
13 |
485 |
27 |
|
South |
282 |
19 |
611 |
27 |
375 |
11 |
265 |
19 |
1423 |
52 |
|
Total |
5.718 |
272 |
8.504 |
331 |
2.701 |
88 |
3.802 |
152 |
6.051 |
330 |
Source: Citizen Participation Office
Participation scenarios 2018 - 2022
Source: Citizen Participation Office
Forces to achieve prompt attention of the events, timely repair, and assurance of the pertinent judiciary investigation.
