User Services

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

• How to use it? - Instructive

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.

Regional Presence

In addition to Ecopetrol's engagement strategies in the territory, through a diagnostic model, the Citizen Participation Office - JPC (for its initials in Spanish) - 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 support, with fixed headquarters in 16 municipalities and, an additional 34 municipalitieare supported through mobile points and assistance brigades in the five regions where Ecopetrol operates

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 has been established for managing Ecopetrol's right of petition, conditions, competences, and other substantial and instrumental management and control aspects. 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 to petition, which sets out the overarching conditions, the competence to 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 249,419 citizen requests have been addressed. The indicator of timely attention to citizens in 2024 averaged 99.98%.
 

Graph. 2020 - 2024 Indicator of timely attention to citizens 

Source: Corporate Vicepresidency of Transformation of the Territory and HSE, Dialogue and Relationships Management

Table. 2024 Indicator of timely attention to citizens by stakeholders

Source: Corporate Vicepresidency of Transformation of the Territory and HSE, Dialogue and Relationships Management

Ecopetrol has mechanisms and channels to properly receive and manage Petitions, Complaints, Claims and Suggestions - PQRS, as well as acknowledgments 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 to situations of dissatisfaction. 
 

Monitoring of management with the stakeholders

The Citizen Participation Office - JPC, committed to the pursuit of excellence and continuous improvement, monitors the relationship with its stakeholders to identify opportunities for improvement in the processes, relying, as a source of information, on the Petitions, Complaints, Claims and Suggestions - PQRS received in the company.

Under these guidelines, different types of reports are issued. The most representative ones are:

These reports make it possible to identify setting alarms, process deviations, expectations and disagreements among stakeholders, and, in general, situations that may affect the relationships in the territory.

All the data are taken from the PQRS management tool (Salesforce), and its processing and PowerBI. Data visualization is done in PowerPoint presentations, ArcGIS, and PowerBI dashboards in real time. An example is included herein below:

Monitoring of Management with Stakeholders 2021 - 2024

To ensure that this information has the necessary detail to manage improvement in processes or relationship situations, there are 1,036 sub-themes, grouped into 161 themes.

It is worth to note that since 2015, the Analysis of PQR Trends has been conducted with the aim of warning the organization about behaviors in areas that represent risks, seeking that such dissatisfaction tends to be zero, by identifying their root cause, and establishing improvement or mitigation plans.

These measurements are based on a methodology that combines historical data analysis with a prospective approach for predicting the frequency of complaints by topic, capturing patterns such as trends and seasonality, using the Recurrent Neural Network (RNN) technique, which predicts the next month's value based on data from the past 24 months.

To determine the low, moderate, and high alert levels, upper and lower thresholds are defined, using moving average and deviation. This makes it possible to compare the complaints of the period measured with the historical of the same group.

The aforementioned alerts are reported as per the following guide:

By monitoring 18 grouped themes, the behavior of 80% of all the complaints received at Ecopetrol is analyzed. This makes it possible to identify whether dissatisfaction in certain topics is growing or decreasing, as a starting point for analyzing the causes of the deviation.

The whole monitoring exercise has made it possible to detect opportunities for improvement in the processes, products or services of the organization, which are reflected in the action plans defined and executed by the areas in charge of relationships, seeking to resolve the causes that give rise to the problems identified. In 2024, 14 improvement plans were defined, with 267 actions, which impact the most relevant issues of the stakeholders, i.e. Community, Society; State; Customers and Suppliers, and their Contractors all over the country.

The whole described process is governed by the procedure for monitoring and improving the management of stakeholders.

Accountability

Ecopetrol is one of the leading companies in Colombia in the practice of the constitutional exercise of accountability with its stakeholders, as, in addition to the traditional mechanisms established by law, it has a large number of channels, specialized events and written reports that reaffirm its commitment to information transparency.

Any citizen seeking to communicate with the company anywhere in the world, or request information about its management, can do so fluidly and permanently using the mechanisms established for securing transparency and access to information. These include:

• General Shareholders meeting: this scenario is held annually, whereby the results are reported in detail to the shareholders, and the decisions of this corporate body are taken.
• Participation scenarios: events focused on specific themes and places, using a methodology based on the portfolio of the Citizen Participation Office - JPC.
• Web page information: It contains updated information about the company operations and results, as well as relevant information for each stakeholder.
• Integrated Management Report: this annual publication includes general information on the company, its value chain and operational processes, financial results, stock behavior, risk management and, at large, economic, social and environmental aspects.
• Attention to requests for information: all citizens may access company information as per specific requirements, which are addressed within the terms set forth by the law that regulated the right of petition.

Environmental Claims

In 2024, 456 claims were addressed (including cases classified as complaints and claims) about alleged environmental impacts caused by Ecopetrol or its contractors in performance of their industrial and commercial activities, details of which can be consulted through the Citizen Participation Office - JPC.

Source: Corporate Vicepresidency of Transformation of the Territory and HSE, Dialogue and Relationships Management

Regarding the validity of these claims, 51% of valid cases are reported, that is, they corresponded to events for which the Company had to implement mitigation actions:

Source: Corporate Vicepresidency of Transformation of the Territory and HSE, Dialogue and Relationships Management

Labor practices and discrimination complaints

In 2024, 31 complaints were filed regarding “labor practices” for alleged harassment and working conditions. Similarly, 23 cases of discrimination by Ecopetrol employees were recorded.

Furthermore, 91 claims were received from contractor employees, which were transferred by Ecopetrol to each of the respective companies, as they are responsible for guaranteeing adequate working conditions for their workers; these claims are related to "labor practices" associated with working conditions and workplace harassment, and discrimination.

The JPC's operational deployment model considers six care modalities through face-to-face and non-face-to-face channels, as follows:

The following are non-presential communication channels available to the Citizen Participation Office - JPC (for its initials in Spanish): 

The portfolio of participation scenarios includes pedagogical and methodological actions promoted by the Citizen Participation Office - JPC, which aim to: 1. Generate trust and certainty among stakeholders regarding Ecopetrol's management and operations within the framework of corporate legal, regulatory, and strategic requirements, and 2. Promote among the stakeholders skills, habits, and competencies that enable assertive relationships with the company, and strengthen the social fabric through implementation of interactive, pedagogical tools. 

The foregoing is aligned with the Comprehensive Territorial Management Strategy, which is intended to develop organizational capacities, promote genuine social dialogue, ensure transparency in access to information, and implement initiatives for dialogue, participation, and reconciliation. Regarding the latter point, the Management for dialogue and engagement has developed the approach called “CaPAZcidad”, which incorporated mechanisms to consolidate relationships of trust based on respect for life, building of joint visions of the territories, and search for comprehensive solutions to conflict factors.

Participation scenarios are designed as key spaces for improving the company's relationship with its stakeholders and thus ensuring the company's regional expansion and continued operation. These are:
 

These are aimed at a pedagogical and methodological development seeking to provoke reflections among stakeholders regarding their actions, feelings and perceptions of the company's management and operation. They are also conceived as places where groups can listen to different positions to hold discussions based on arguments, data, and truthful information. 

Based on the portfolio and, considering the needs, particularities, and dynamics of each region, every year a strategic plan of participation scenarios is built, in line with Ecopetrol's engagement plan in the territories. 

Some of the most relevant scenarios of the portfolio are: 
 

In 2024, within the framework of the participation scenarios portfolio programs, 341 participation spaces were held with 6,422 people, with the community being the main focus of these spaces. Detailed below are the programs conducted in 2024, showing the place of execution and the participants:

Click here