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User Services

Apr 19, 2021

Ecopetrol Contact Center

Bogotá direct line: 2345000
National toll-free line: 018000918418
Switch: Monday to Friday from 6:00 a.m. at 5:00 p.m. - 2344000

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 37 8-51 
Edificio Colgás-Piso 1.

Cartagena Gerencia Refinería de Cartagena. Kilómetro 10 vía a Mamonal-Pasacaballos.
Barrancabermeja Gerencia Complejo Barrancabermeja Oficinas administrativas-25 de Agosto.
Bucaramanga Instituto Colombiano del Petróleo
Km. 7 vía Bucaramanga a Piedecuesta.
Neiva Campo Dina. Km.17 vía Neiva a Bogotá
Aipe-Huila.
Apiay Superintendencia de Operaciones Apiay
Km.32 Vía Villavicencio a Puerto López.
Orito Gerencia Sur - Orito, Putumayo.
Cúcuta Calle 19 No. 1 - 44 Barrio Blanco.
Villavicencio

Edificio Primavera Urbana, Lobby 1 - Torre Circular. Calle 15 # 40 - 01, barrio El Buque.

Apiay

Kilómetro 32 vía Puerto López.

Cupiagua

Kilómetro 7 vía Aguazul - Sogamoso.

Castilla la Nueva

Avenida Nuevo Milenio Calle 9 No. 12-06.

Puerto Gaitán

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

Rubiales Campo Rubiales - Meta.
Yopal

Calle 37 # 20-55.

Tauramena

Calle 18B # 7-67, barrio Villa Tauramena.

 

Regional Presence

The Citizen Participation Offices have a flat structure, directed by themes and regional presence, so as to guarantee the fulfillment of their objectives. Thus, there are offices located in different parts of the country, as listed below:

REGION

OFFICE

Headquarters

 

Bogotá D.C.

Caribbean Pacific

Cartagena

Central

Barrancabermeja

Bogotá D.C.

Bucaramanga

Cúcuta

Corregimiento El Centro

Tibú

Puerto Wilches – Santander:
Dirección: Carrera 7a # 6 – 42
Teléfono: 321 4251808
Horario de Atención: Lunes a Viernes de 7:30 am - 12 m y de 2 pm - 5 pm.

East

Puerto Gaitán

Orinoquía

Acacías

Castilla La Nueva

Guamal

Villavicencio

Yopal

South

Neiva

Orito

Attention to citizens

Establish and provide Stakeholders with the necessary spaces so that they can communicate their expectations, disagreements and needs to the organization in order to provide a timely and thorough response to requests, complaints, claims, suggestions and congratulations - PQRS processed, is one of the key pillars of the relationship.

To guarantee the timely attention of the PQRS, the Company has a process and a network of almost 300 solvers distributed in all areas of the company. This process is governed by Ecopetrol's Procedure for the Management of the Right to Petition, which establishes the general conditions, the powers to respond, the stages of the process and all other substantial and instrumental aspects that guarantee timely and adequate attention. of citizen petitions.

Since the opening of the OPC in May 2005, around 400 thousand citizen requests have been attended, half of them in the last 8 years. The indicator of timely attention to citizenship for the last seven years is on average 99.98% and the one corresponding to 2020 is 99.98%:

Indicator of timely attention to citizens by interest group - 2020

Stakeholders

General indicator

Suppliers

99,95%

Society, community and local state

99,96%

Employees, pensioners and their beneficiaries

100,00%

National State

100,00%

Shareholders and Investors

100,00%

Clients

100,00%

Associates and Allies

100,00%

Total

99,98%

Source: Ecopetrol, Oficina de Participación Ciudadana

The reception of the PQRS in Ecopetrol is multi-channel and seeks to facilitate access for people to submit their requests. The channels provided by Ecopetrol for citizen service are:
Correspondence Offices. They work in all the places where Ecopetrol has offices. In the city of Bogotá, during the first semester of 2020 it was located at Carrera 7 No. 32-42, Edificio San Martín Floor 1. Then it was moved and currently operates in the Caxdac building, Calle 35 No. 7-29 floor 1 - Hours from Monday to Friday.
Internet. Online form to submit petitions, complaints, claims, suggestions or complaints published on the corporate website (www.ecopetrol.com.co > Inicio > Nuestra Empresa > Servicios de Información al Ciudadano > Contáctenos) 
Email. The following mailboxes are available:
participacion.ciudadana@ecopetrol.com.co
quejasysoluciones@ecopetrol.com.co
Corporate Call Center. National free telephone line: 01 8000 918418
Attention brigades. Personalized attention in municipalities without permanent presence of the company.
Teleiguanas. Telephone booths that communicate directly with the corporate call center, located in the Caribe, Casanare, Central, Huila, Magdalena Medio, Meta, Occidente, Oriente and Nariño-Putumayo regions.
Personal attention offices. Offices served directly by Ecopetrol personnel located in different municipalities of the country.
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+5) 2344000 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.

 

 

Relationship spaces are generated where expectations and needs are listened to and the operational results of the Organization and cross-cutting themes that are relevant for the relationship with Stakeholders, as well as the projects to be executed by the Organization, are disclosed.

In 2020, although there were fewer activities due to social isolation due to the pandemic, events were held through the electronic tools provided by the Company. In the 2014-2020 period, more than 1,599 activities were carried out in all the Company's regions, with the participation of almost 40 thousand people, as illustrated in the following table:

Scenarios of participation by regional - 2014 to 2020


 
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