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General items
It is the service through which you receive your bill in your e-mail. The e-mail will contain a summary of the amount to be paid and the original bill, which you can view in the attached PDF file or by clicking the link. The virtual bill contains the same information as the physical bill, including additional charges for other products and services (loans, insurance, etc.).
Keep in mind that the virtual bill:
- Is environmentally friendly, so by registering, it replaces the delivery of the physical bill.
- With this bill you will be able to carry out the procedures you require in Enel Colombia.
- Applies to all Enel Colombia customers, including those who receive the "FIS" Invoice (on site).
If you want to learn about all the benefits or have more questions about the virtual bill, click here
If you are not yet registered for virtual billing, sign up by clicking here.
You can see it on the top right of your bill. You can also find it in the following link, by accessing the chat on the website where you sign up or by calling the service line 601 5115115 option 1.
Remember that to sign up for virtual billing you must type the seven (7) digits of the customer number without a hyphen. The last digit is a verification digit (the one after the hyphen must be included in another field).
If you want to learn about all the benefits or have more questions about virtual billing, click here.
If you are not yet registered for virtual billing, sign up by clicking here.
The virtual bill contains the same information as the physical bill, including attachments for other products and services (loans, insurance, etc.).
If you want to share the charge information with another person, you can register a second email address to also receive the bill.
If you want to learn about all the benefits or have more questions about virtual billing, click here.
If you are not yet registered for virtual billing, sign up by clicking here.
Yes, you can start receiving your bill by e-mail and continue paying it by automatic debit. This way, you eliminate the physical bill and contribute to environmental conservation.
If you want to learn about all the benefits or have more questions about virtual billing, click here.
If you are not yet registered for virtual billing, sign up by clicking here.
Digitally, you can pay your bills through our PSE payment button, virtual wallets (Nequi, Movii, TPaga, Daviplata, Rappipay), ATMs, phone banking, bank websites, and banking apps, as well as Redeban terminals. Learn about all the digital payment methods here.
In-person, you can pay at Red CADE, Enel service centers, and bank correspondents. Check all payment points here.
Remember that if your bill is for a property outside Bogota, you can pay it at any authorized collection points in Bogota. If it is for a property in Bogota, you can pay it at authorized collection points in Cundinamarca.
You must access your bank's website, select automatic debit, scheduled payment or direct debit (the name of the service may vary depending on the bank), select Enel Colombia and register your customer number. The bank will make the payment for the issued bill each month and notify you via e-mail about the deduction.
You can make the payment with just the customer number. We have various authorized payment channels, such as the PSE payment button, virtual wallets, bank websites, phone banking, ATMs, Redeban terminals, mobile banking, and automatic debit, which do not require the physical document.
Yes, you can. To do so, visit a customer service center or a CADE and request a voucher for payment in advance.
For customers in Cundinamarca who receive the bill on the same day as the meter reading (Branches 4000, 5000, and 6000), the document will only be available for payment at authorized points two days after receiving the bill. This is due to internal billing processes.
Yes, the bill will be available until a new payment document is generated. After the second due date, you can pay the bills by accessing our PSE payment button on www.enel.com.co, Redeban terminals, virtual wallets, and in-person at bank correspondents, Bancolombia a la mano, Enel Customer Service Centers, and CADE Network in Bogota and Sabana.
Bills that were not paid by the due dates, including those in rural areas, do not require authorization.
After the second due date, bills can be paid through our PSE payment button at www.enel.com.co (PSE payment button), Redeban Terminals, virtual wallets and in person at Bank Correspondents, Bancolombia a la mano, Enel Customer Service Centers and CADE Network in Bogota and Sabana.
Bills from rural areas can also be paid by using the PSE payment button or presenting the bill at an authorized payment point that accepts overdue bills.
If your PSE payment is rejected, first check with the bank if you have enabled PSE payments and if the authorized amount covers the bill payment. Verify the account balance, wait for a while, and try the payment again. It's possible that the banking entity was not online at the time of approving the transaction.
If the internet connection is lost or the transaction is interrupted during the payment process, wait for 20 to 30 minutes before trying the payment again. This will allow the system to authenticate that the transaction was not completed and enable the payment process again.
This procedure requires the request for payment application or correction, accompanied by the electric supply data and supporting payment documentation.
Remember that you can do it through our web form here.
With Virtual Billing you don't need to print your bill since you can make your payment electronically. You can pay directly through the PSE payment button or learn about other electronic payment options here.
You can also pay in some bank correspondents such as Bancolombia a la mano and MoviiRed, just by providing your customer number.
Remember that you can do it through our web form here.
There is no minimum value for financing. However, the decision will be subject to the account’s history.
If you are a delinquent customer, a debt can be financed from one installment up to 36 installments, with a possible 10% initial installment and without interest, depending on the negotiation. For debts less than $ 5.000.000.000 no documentation is required.
To learn more about the payment agreements available, click here.
Request a payment agreement or arrangement in:
Digital channels:
If the debt is between $30,000 and $3,000,000 you can do it through the digital channels available: Enel Customers App, Website private area, WhatsApp 316 890 6003, Chat, without documentation, interest-free and payments ranging from 2 to 6 installments.
Customer Service Centers:
This process can be performed at all cutomer service centers in Bogota and Cundinamarca. If the debt exceeds $5,000,000, it must be done personally, as the customer must sign a promissory note committing to pay off the debt within the agreed-upon time.
Helpline:
If the debt is less than or equal to $5,000,000, the agreement can be made through the telephone helpline at 601 5115115, without documentation.
Keep in mind that:
- These documents will be available on the PSE payment button on our website www.enel.com.co.
- For residential customers requesting an agreement, a policy or insurance with monthly charge applies until the end of the financing.
Find more information about payment agreements here.
Yes, it is possible to receive a discount by means of remission of accrued interest, which becomes effective when the payment is applied in the Commercial System and the following cycle is billed.
Given that the Lease Law came into effect on July 10, 2004, for RESIDENTIAL CUSTOMERS, if the owner terminates the lease agreement and the COMPANY accepts the termination while maintaining its validity, the owner is not jointly liable with the tenant.
They are issued immediately at personal service sites, through virtual channels, service chat, or WhatsApp if the request is for regular consumption payments. In the case of specific requests for additional products, a written request must be submitted by registering the communication at the physical offices or through the email clientescolombia@enel.com. When the petitioner is not the property owner, a written authorization and photocopy of the owner's and authorized person's ID must be presented.
The value of your bill is determined by the Electricity and Gas Regulation Commission (CREG), a Special Administrative Unit of the Ministry of Mines and Energy responsible for defining the tariff formula.
Energy companies calculate the tariff monthly, considering the Unit Cost of Electricity Service Provision (CU), measured in Colombian pesos per kilowatt-hour ($/kWh).
This includes the cost of each activity in the electricity chain including:
- Generation
- Transmission
- Distribution
- Sale
Learn more about the regulation of your energy bill here.
Don't panic if you find other charges on your bill. We collect fees for public lighting and waste collection from some users based on their location. Additional fees may be applied for products and services from our Enel X and Crédito Fácil CODENSA products if you have acquired any of them.
The value of your bill corresponds to the sum of these components. Find out where these charges are listed on your bill and what other factors affect the cost of energy by clicking here.
Find out here about the energy rates regulated by the Electricity and Gas Regulation Commission (CREG), as well as other rates related to connection services and additional services.
In Colombia, the government subsidizes the rates for users in strata 1, 2, and 3. If you fall within these categories, you might be interested in this information:
Stratum 1: Subsidy can reach up to 60%.
Stratum 2: Subsidy up to 50%.
Stratum 3: 15% subsidy.
Residents of strata 5 and 6, as well as industrial and commercial users, are required by law to contribute 20% of the service value to cover the essential consumption of residential users in strata 1, 2, and 3.
What is considered essential consumption? The National Government defines it as the minimum amount of electricity required by a user during a month to meet their basic needs , which depends on the municipality's altitude above sea level.
Would you like to calculate your energy subsidy? Click here, and we will provide you with the formula.
Billing cycles may vary between 27 and 33 days due to holidays or force majeure; however, this does not affect the increase or decrease in daily energy consumption.
On your bill, you will find the number of days and the billing period, allowing you to compare it with your average consumption over the last 6 months to understand the reasons behind the increase or reduction in the cost.
You can also check the applied energy rate cost, consumption in kWh, and the price in Colombian pesos for the billed consumption.
Find out how to review your billing period here.
During the Covid-19 pandemic, our customers experienced a lower energy tariff compared to the actual system prices. This was thanks to the temporary measures established by the energy sector authorities to maintain stable charges and provide supportusers.
Currently, Enel is gradually recovering the balance month by month. Essentially, this refers to the difference between the charged amount and the actual cost during the period when the tariff remained stable. To learn more, click here.
It's easy! On the front of your Enel Colombia bill, you can check the daily, monthly, and last 6 months' energy consumption behavior, energy-saving alerts and tips, billing period, applied rate per kWh, and other details.
On the back, you'll find the payment due date, total amount payable for energy consumption, as well as additional charges for waste collection, Enel X products or services, and Crédito Fácil CODENSA.
To learn all the detailed information about how to read your energy bill, click here.
Enel returns the meters, and customers can claim them at the meter laboratory located at Cra. 65 No. 13-78, following these requirements:
- Invoice proving the purchase of the equipment (from either ENEL COLOMBIA or another provider).
- Proof of ownership by the person claiming the meter or, if not the owner, an authorization letter.
- Photocopy of the owner's and authorized person's ID.
- Meter removal certificate. Meters with findings that affect proper functioning are not returned as they serve as evidence to support energy recovery charges.
Meters removed by the company are not reusable.
In case of meter theft, the customer must file the corresponding report and contact the company's channels to arrange for the replacement of the meter.
According to the public electricity service contract:
- The customer must inform the company of any irregularities, anomalies or changes that occur in the electrical installations, security seals, or the metering equipment.
- The custody of the meter is the customer's responsibility. Therefore, Enel Colombia will charge for the replacement meter and installation if it has been stolen.
After the amounts are entered on the bill, the customer can arrange payment agreements by contacting the company's channels.
To report a case of electricity theft, use the available channels:
- Digital form, available on the Enel Custoemrs App
- WhatsApp Elena +57 316 890 6003
- Through our telephone helplines 601 514 00 00 (starting December 2022) for Bogota and Sabana, and 601 511 5115 Option 2 (for all of Cundinamarca).
Yes, if the meter being installed is a replacement for the one previously on the property, the meter cost, calibration, inspection, and seals will be charged on the bill.
Yes, if the meter installation is for a new site, you must process feasibility through the company's channels for normalization and inclusion of the charges on the bill.
According to the electric energy public service contract:
- The company has the authority to carry out technical inspections when deemed necessary or requested by the CUSTOMER to verify the correct functioning of the meters and other technical elements associated with metering.
- As stipulated in Article 9.5, it is the customer’s obligation to provide access to the property for authorized personnel to conduct inspections.
- Enel Colombia suspends the service when inspections are not permitted, in accordance with clause 20.1 of the contract, which includes reasons such as the inability to read the meter (20.1.8), failure to make required installations within the specified time frame (20.1.9), self-reconnection when service is suspended (20.1.10), refusal to install the metering system (20.1.11), prevention of meter and installation inspections or service tests (20.1.12), and prevention of meter removal for evaluation in a legally accredited laboratory (20.1.13), among other causes.
In addition, bear in mind that:
- You can verify the authenticity of Enel Colombia personnel who visit your premises by calling the telephone helpline in Bogota at 601 5115115, option 1, in Cundinamarca at 601 5115115, option 2, or the toll-free line at 018000912115. Provide the technician's name and ID number or the vehicle plate number to confirm their authenticity.
- Any charges for inspections will be recorded on the customer's bill. Do not pay the Enel officer or contractor directly.
- Inspection crews must provide customers with a certificate that details the procedures performed.
If the property is rented and meter anomalies are found, the energy recovery charges are directed to the account associated with the company and do not target any specific individual.
When customers are notified of an anomaly, they have the right to submit petitions, complaints, and appeals. They are granted the right of reconsideration and appeal, and the process is referred to the Superintendence of Public Services (SSPD), which decides which party is right and issues a ruling accordingly.
The company does not have sanctioning authority. It can only charge for unregistered consumption through the bill. Communications regarding due process should be addressed to the USER, SUBSCRIBER, or PROPERTY OWNER.
The company does not have sanctioning authority. All customer service points handle energy recovery cases, providing basic information and the ability to create payment agreements. If the inquiry involves a higher level of complexity or if the customer wishes to file a complaint, it is escalated to the Prisma team via the Salesforce platform.
Meters are taken for calibration at the CAM laboratory located at Cra. 65 B No. 13-78.
According to the public electricity service contract, meters must be located in areas that are easily accessible from the outside of the property, allowing for meter reading, determining billable consumption, and inspecting the meter's condition and functionality for efficient customer service.
Based on Act 142 of 1994 and the CCU Enel Colombia, necessary suspensions will be carried out, and each suspension will incur a charge established in the tariff schedule for verifying the connection status.
You will need one of the following documents:
- Chain of Title Certificate
- Last period property tax receipt
- Copy of the Public Deed
- Last period address bulletin
- Cadastral certificate
- Possession statement issued by a court
- Judicial ruling for property adjudication
- Administrative resolution for property adjudication
- Residential Lease Agreement signed with a legally organized financial institution (issued within the last 90 days)
In addition, you must provide a photocopy of the owner's ID, a photocopy of an energy bill from a neighbor in the same block. With these documents, you should visit a customer service center in person or submit your request online (Chat, WhatsApp, email).
The documents should be issued within the last 90 calendar days. If the applicant is not the owner, an authorization letter and photocopies of the owner's and authorized person's ID must be attached.
- If you are requesting the service for the first time, the minimum installations required on the property are internal and external installations, according to the RETIE regulations.
- The height for meter box placement is 1.20 meters.
- Enel Colombia installs single-phase, two-phase, and three-phase meters. Some of the brands used include Hexing, CDM, Enel, Complant, Iskra, Siemens, ABB, and Landis. The meter specifications include:
- Single-phase two-wire energy meter 120V 15(60)A cl-2
- Single-phase three-wire energy meter 120/240V 15(60)A
- Three-phase energy meter 120-208V 3x20(80)A
- Three-phase four-wire energy meter 120-208V 3x50(150)A
Yes, inspections may incur a cost. However, the charge is subject to the result of the inspection. If the inspection is conducted by the company to verify the meter's functioning or the status of the service connection, it may be charged. Additionally, there will be a cost when the customer requests the inspection.
In this case, you must start the account cancellation process for the property being demolished and apply for a new account for the new property you will be relocated to.
Yes, if the connection needs to be made to the distribution networks. You must submit a letter requesting the service's continuation. The letter should include a customer number to which the corresponding charge will be applied based on the installed load and its duration.
Based on Act 142 of 1994 and the CCU Enel Colombia, necessary suspensions will be carried out, and each suspension will incur a charge established in the tariff schedule for verifying the connection status.
Through Enel Colombia's digital channels, you can perform several energy service transactions, such as:
- Transactions in the website private area or Enel Customers App:
Download an exact duplicate of the bill and make the payment. Check the history of consumption and payments. Request a payment extension. Generate payment receipts, and more.
Remember that to perform these transactions, you must be registered in the website private area or Enel Customers App.
- Transactions through WhatsApp and Chat Support:
Download the express bill, report power outages or street lighting service failures and generate a payment agreement.
Enter our WhatsApp or Chat Support
To learn more about the transactions available through our digital channels, click here.
You can submit a communication when you need to make a request, complaint, suggestion, report, or claim.
The minimum information that should be included in a letter for submission is the account number for the energy service, the name and phone number of the petitioner, and an indication of whether you want the response to be sent to an e-mail address or a physical address.
If you submit your request on Saturdays, keep in mind that responses will be issued on the next business day. Business days are from Monday to Friday, excluding holidays.
Remember that you can file a communication through our website here.
You can submit a communication through our website here, via e-mail to clientescolombia@enel.com, or at the customer service centers. Check them here.
You can also file a verbal right of petition of information by calling 601 5115 115.
According to Article 158 of Act 142 of 1994, "The company shall respond to appeals, complaints, and requests within a term of fifteen (15) business days from the date of submission."
The service is not suspended while the complaint process is being handled. It is important to consider what is stated in Article 155 of Act 142 of 1994. ARTICLE 155. PAYMENT AND APPEALS. No public service company can demand payment of the bill as a requirement to address an appeal related to it. Unless suspension is necessary in the interest of the service, or when it can be done without being a service failure, the company cannot suspend, terminate, or cut off the service until it has notified the subscriber or user of the decision on the applicable appeals that have been timely filed.
It is a communication channel that aims to establish face-to-face contact with all individuals living in the municipalities of Cundinamarca where we do not have a Permanent Service Center.
Through the Mobile Comprehensive Service (AMI), you can request a duplicate bill, generate payment agreements, report power outages, and more. Learn more here.
In Cundinamarca, we have an extensive service network thanks to Virtual Offices in more than 80 municipalities and our service centers.
To find the nearest Virtual Office, click here or visit our offices currently located in:
CHÍA: Monday to Friday: 8:00 am to 4:00 pm. No service on Saturdays.
FACATATIVÁ: Monday to Friday: 8:00 am to 4:00 pm. No service on Saturdays.
FUSAGASUGÁ: Monday to Friday: 8:00 am to 4:30 pm. No service on Saturdays.
GIRARDOT: Monday to Friday: 8:00 am to 4:30 pm. No service on Saturdays.
MADRID: Monday to Friday: 8:00 am to 4:00 pm. No service on Saturdays.
MESITAS: Monday to Friday: 8:00 am to 12:00 pm / 2:00 pm to 5:00 pm. No service on Saturdays.
PUERTO SALGAR: Monday to Friday: 8:00 am to 12:00 pm / 2:00 pm to 5:00 pm. No service on Saturdays.
SOACHA: Monday to Friday: 8:00 am to 4:30 pm. No service on Saturdays.
UBATÉ: Monday to Friday: 8:00 am to 4:00 pm. No service on Saturdays.
VILLETA : Monday to Friday: 8:00 am to 12:00 pm / 2:00 pm to 5:00 pm. No service on Saturdays.
ZIPAQUIRÁ: Monday to Friday: 8:00 am to 4:00 pm. No service on Saturdays.
You can visit the Enel Colombia www.enel.com.co, in the "Service Centers and Virtual Offices" section or click here. There you will find information on service centers in Bogota and Cundinamarca.
The following are the opening hours of the service centers in Bogotá:
VENECIA: Monday to Friday: 8:00 am to 5:00 pm. No service on Saturdays.
Av. SUBA: Monday to Friday: 8:00 am to 4:00 pm. No service on Saturdays.
CENTRO DE EXPERIENCIA SANTA LIBRADA: Monday to Friday: 7:00 am to 4:00 pm. No service on Saturdays.
CADE SERVITA: Monday to Friday 7:00 am to 4:00 pm. No service on Saturdays.
CADE PLAZA AMÉRICAS: Monday to Friday 7:00 am to 4:00 pm. No service on Saturdays.
CADE FONTIBÓN: Monday to Friday 7:00 am to 4:00 pm. No service on Saturdays.
SUPER CADE AMERICAS: Monday to Friday 7:00 am to 5:30 pm. Saturdays 8:00 am to 12:00 pm
SUPER CADE BOSA: Monday to Friday 7:00 am to 5:30 pm. Saturdays 8:00 am to 12:00 pm
SUPER CADE CARRERA 30: Monday to Friday 7:00 am to 5:30 pm. Saturdays 8:00 am to 12:00 pm
SUPER CADE SUBA: Monday to Friday 7:00 am to 5:30 pm. Saturdays 8:00 am to 12:00 pm
SUPER CADE 20 DE JULIO: Monday to Friday 7:00 am to 5:30 pm. Saturdays 8:00 am to 12:00 pm
If you have the necessary documentation for each case, you can manage the request through:
- WhatsApp 316 890 6003. Type option 10 to speak to an advisor.
- Web Chat at https://www.enel.com.co/es/personas/chat-de-atencion.html. Type option 10 to speak to an advisor or select the option “Contact an advisor”.
- E-mail clientescolombia@enel.com or through the request form by clicking here.
- Telephone helpline 601 5115 115, option 1.
- Customer Service Center or points of the CADE or SUPERCADE network or Virtual Office where we provide assistance.
- Also, during the Comprehensive Attention Days in your municipality.
If the call is made from cellphones with Claro operator in Bogota and Cundinamarca or with Tigo operator in Cundinamarca (except Sabana and Bogota), the customer is not charged. But if the call is made with a different operator, the call may have a cost and will be deducted from or charged to the customer's plan.
To successfully register, follow these steps:
1. Choose your preferred digital channel:
- Private area of the website, by clicking here.
- Enel Customers app, by downloading it on your Android or IOS device.
2. Fill out the registration form and accept the Terms and Conditions and the Data Processing Policy.
3. Enter the verification code sent to your registered cellphone number.
4. Access your registered email and activate your account (Remember, you have 48 hours to do so).
5. Receive a Welcome email.
Done! Remember that you can use the same username and password to log in to the private area of the website or the Enel Customers app.
If you want to register in the Enel Customers App, you can also follow the steps in the video for Android or IOS devices.
If you are not yet a registered customer, register in the private area of the website here or in the Enel Customers app.
Once you are registered, you can log in or sign in through the following options:
- With your username and password.
- With your Google or Facebook account (Please note that to sign in using this option, you must have registered using your existing Google or Facebook account).
In the Enel Customers App, you also have the option to log in with your fingerprint or facial recognition, provided that the biometric authentication option is enabled. Learn more here.
To recover your login details, first go to the private area of the website here here or the Enel Customers App on your Android or IOS device.
Recover username:
- Select the "Forgot my username" option.
- Select and enter the registered identification number.
- Retrieve the associated data for your profile (e-mail address and cellphone number).
Recover password:
- Select the "Forgot my password" option.
- Enter your username (registered e-mail address or cellphone number).
- Confirm the verification code you receive.
- Enter a new password.
Remember that you can use the same username and password to log in to the private area of the website or the Enel Customers App.
If you don't know your account number or meter number, you can find them on your energy bill:
- Account number: Located in the upper right corner of the bill.
- Meter number: Located in the upper left corner of the bill, in the "Account Information" section.
Click here to learn about the components of the bill and how to read it.
In the private area of the Enel website or Enel Custoemrs App, you can perform several procedures and inquiries related to your energy service, such as:
- Downloading and paying your bill.
- Checking billing, consumption, and payment history.
- Reporting power outages and public lighting failures and tracking them.
- Checking scheduled maintenance in your area.
- Generating a payment agreement to settle your energy debt.
- Separating the charges on your bill.
- Requesting a payment extension for your energy bill.
- Making service requests.
- Submitting a request, complaint, or claim through the Customer Ombudsman’s form (Private area of the website).
- Checking the billing calendar (Enel Customers App).
Find more information about the private area of the Enel website or Enel Customers App.
Learn here how to download an exact duplicate of the current or previous bills.
Or follow these steps to download it in the private area of the website:
- Sign up and/or log in here.
- In "Account Summary," click on the "View bills" option.
- Expand the "Bill History" option.
- Click "View" to download the PDF of the required bill.
Report a power outage or street lighting failure from:
The private area of the website:
- Sign up and/or log in here.
- Access the "Outage Report" option in the left menu.
- Select the account (supply) where you want to report the outage and click "Accept".
- Fill out the form and click "Submit".
- Receive a case number.
Or in the Enel Customers app, follow the steps shown in the video to report a power outage or public lighting issue.
Remember, you can also report issues here, without logging in by providing your account number.
Check if there is a scheduled maintenance to improve the energy service from:
The private area of the website:
- Sign up and/or log in aquí
- Access the "Scheduled Outages" option in the left menu.
- Check the information about scheduled maintenance.
Or in the Enel Customers App:
- Download it, sign up or log in to the Enel Customers App.
- Go to the "Reports" module in the bottom menu.
- Select the "Scheduled Maintenance" option.
- Search for the address or select the specific location on the map.
- If there is a scheduled maintenance, identify the maintenance pin on the map, click on it, and find out where the maintenance will take place, the start and end dates and times.
Remember, you can also check for scheduled maintenance here, without logging in by providing your address or account number.
If you have a debt of less than $3 million, follow the steps in the video to generate a payment agreement from the private area of the website or the Enel Customers App.
Remember that requesting a payment agreement through our digital channels brings you these and more benefits, learn about them here:
- Financing plan up to 6 months.
- Interest-free.
- No additional documentation required.
Find out about the requirements when requesting an extension for payment.
Request it from:
The private area of the website:
- Sign up and/or log in here.
- Access the "Payment Extension" option in the left menu.
- Choose the account for which you want to request the extension.
- If you meet the requirements, the proposed payment extension date will be displayed.
- Accept the payment extension.
Or in the Enel Customers app, follow the steps in the video
Before you begin, take a photo of your electricity meter. Enter the reading of your meter in:
The private area of the website:
- Sign up and/or log in here.
- Access the "Enter Reading" option in the left menu.
- Read the recommendations and click the "Understood" button.
- Confirm your meter number.
- Select the photo of the meter you want to submit on your computer.
- Receive confirmation that "Your reading has been successfully entered."
Or in the Enel Customers app, follow the steps in the video.
Remember that entering your meter reading only takes a couple of minutes and ensures that your energy bill reflects an accurate measurement and appropriate value. Learn more here.
Submit a request for the energy service and check its status in:
The private area of the website:
- Sign up and/or log in here.
- Access the "My Requests" option in the left menu.
- Expand the option:
- Request List: To check the details and status of your request.
- Request Submission: To fill out the form and submit your request.
Or in the Enel Customers app:
- Download, sign up, or log in to the Enel Customers app.
- Access the "Contact" module.
- Select the "Request Form" option.
As an Enel Colombia customer you have:
Rights: How to request the home public energy service, know the Electricity Public Service Contract and obtain a copy when you need it, receive a quality and uninterrupted service in accordance with current regulations, receive minimum payment invoices 5 days before the payment date.
Duties: How to inform Enel Colombia about any change in the ownership of the property where you receive the energy service, use the electric energy service under the characteristics established in the Electric Energy Public Service Contract, allow the review of the meters and their reading, installing them in visible places and easily accessible to Enel Colombia officials or personnel.
Knowing our rights and duties allows us to demand and provide a better service every day. Meet them all here.
They can occur due to various factors such as:
- Technical problems in the electrical infrastructure.
- Vandalism or theft of electrical infrastructure.
- Climatic problems that affect the electrical infrastructure.
- Scheduled maintenance to the electrical infrastructure.
- Damage to the internal electrical installations of the Client's premises (Sockets, switches, partials, etc.).
- Damage to customer connection assets such as the service connection, meter, and meter switch.
Disconnect all equipment to avoid damage or shock when power returns.
Check the switch box or plugs, they must all be in the same position (it could be internal damage to the property).
Before reporting a service failure, first check that there is no scheduled maintenance to improve service by going here.
If there is no maintenance, report the failure through:
Our Virtual Assistant Elena on WhatsApp 316 860 003 or our Service Chat. Enter option No. 2 to report a service failure or 3 for a public lighting failure.
Or by calling our hotline 115 or on our social networks: Facebook: Enel Colombia and Twitter: @EnelColombia
You can check the information on scheduled maintenance to improve the energy service through:
Our website by clicking here.
Through the private area of the website or our Customer App. You just have to register and/or log in.
Complaints for poor service by company officials can be made through the Customer Ombudsman form in the private area of our website. Register and/or log in here.
Enel Colombia was chosen by various cleaning service providers in Bogotá and Cundinamarca for the joint billing and collection of their service. In this way, in the same invoice the client will find in a discriminated manner at the top the charge for the energy service, which is the responsibility of Enel Colombia, and at the bottom, and in blue, the charge for the cleaning service, which is the responsibility of the respective provider.
This change is due to the interest of the providers to bring to the population the benefits of the monthly billing scheme, collection points and invoice design of Enel Colombia to its users and customers.
To consult more information enter here.
It is the Technical Regulation of Electrical Installations and was created by Decree 18039 of 2004, of the Ministry of Mines and Energy. The objective of this regulation is to establish measures that guarantee the safety of people, animal and plant life and the preservation of the environment, preventing, minimizing or eliminating risks of electrical origin.
To download, go to the page of the Ministry of Mines and Energy by clicking here.
We also invite you to learn about our Personal Data Processing policy here.
How to make inquiries:
For more information on how to protect your data or resolve your concerns, from Bogotá dial 601 5115115 option 5 - 1 or from Cundinamarca dial 018000912115 or 3532626 option 4.
Visit our Service Centers, check the addresses here.
The query must be answered within a maximum term of (10) business days from the date of receipt thereof. When it is not possible to respond to the query within said term, the interested party will be informed, stating the reasons for the delay and indicating the date on which the query will be addressed, which in no case may exceed five (5) business days following the expiration of the first term.
Requirements to file a claim:
You can present your claims from Bogotá by dialing 7115115 option 5 - 1 or from Cundinamarca dial 018000912115 or 3532626 option 4.
Visit our Service Centers, check the addresses here.
The interested party must formulate the claim by means of a request addressed to the Company, it must contain:
- Identification of the Holder.
- Description of the claim.
- Address for notification.
- Documentation that you want to assert.
If the customer's claim is not complete, the customer will be required within five (5) business days of receipt of the claim to submit the missing information.
The client has two (2) months from the date of the request to deliver the required information, if the information is not delivered, the case will be terminated.
If the company cannot resolve the claim, it will transfer it to the appropriate person and inform the interested party of the situation.
The maximum term to address the claim will be fifteen (15) business days from the day following the date of receipt. When it is not possible to address the claim within said term, the interested party will be informed of the reasons for the delay and the date on which their claim will be addressed, which in no case may exceed eight (8) business days following the expiration of the first term.
Contact Us
You can contact us by accessing the private area of the website or through the Enel Customers App. Additionally, visit the section where our customer service channels are listed.
Download the Enel Clients App on your cell phone from:
