Service to Stakeholders
Service to Stakeholders
Under this approach, through the channels of: Mail, email, phone and personal contact, the Organization receives different RCCs (Requests, Complaints and Claims) centralizing their recording in the Citizen Participation Office, which ensures timely and effective response to citizens, through the monitoring of each and every one of the RCCs received. The handling of RCCs not only allows direct response to the concerns of citizens, but also feeds the monitoring process.
The Citizen Participation Office creates and provides opportunities for interaction between stakeholders and Ecopetrol, where rights, ethics, transparency and the corporate reputation are strengthened. Good practice, Standards ISO 10002, 10003 and COPC (international standard that defines best practices for operation and service to customers) give us tools that allow us to encourage stakeholders to express their concerns and thus reduce the number of unsaid problems, which once expressed through requests, complaints, claims and suggestions, are addressed efficiently using customer service methodology, thus improving satisfaction, trust and loyalty in all stakeholders.
You can access the Citizen Participation Office of Ecopetrol S.A. in the following ways:
CITIZEN PARTICIPATION OFFICE (CPO)
Email: firstname.lastname@example.org; email@example.com .
Contact center: (091) 234 5000 - option 7 Bogota - 018000 918418 rest of the country
Portal: www.ecopetrol.com.co at the Online link
CPO BOGOTA - Cundinamarca:
Address: Calle 37 N° 8-43 (ex room 8-10)
Telephone: (091) 2344444
Fax: (091) 2345514
CPO BARRANCABERMEJA - Santander:
Address: Block three, 25 de Agosto Offices, Barrancabermeja Complex Department
Telephone: (097) 6208994- 6208484
Fax: (097) 6209734
CPO EL CENTRO - Santander:
General Offices, El Centro
Monday to Friday 6:00 a.m.- 10:30 a.m. 12:00 p.m. - 4:30 p.m.
CPO NEIVA - Huila:
Address: Campo Dina, km 17, Neiva ? Bogotá road
Telephone: (098) 8671111 extension 1114
Fax: (098) 8671196
CPO ORITO - Putumayo:
Address: Ecopetrol Administrative Office - Barrio Colombia
Telephone: (098) 4292933
Service to the public during the last week of each month
CPO APIAY - Meta:
Central Operations Superintendence, Km. 32, Pto López ? Bloque road, main porter?s lodge.
Telephone: 6 616207 Internal ext. 4-6207.
Community Relations Office YOPAL - Casanare:
Address: Carrera 24 No. 11-69 esquina
Telephone (098) 6354733
CPO Cucúta - Norte de Santander:
Address: Avenida 1E No. 14-55 - Barrio Los Caobos
Telephone: (097) 5760260