In 2020, Superservicios of Colombia received more than 260 thousand procedures and requests from users of home public services

This Superservices release was published using machine translation.

Bogotá, January 5, 2021. During 2020, the Superintendency of Home Public Services received 260,021 procedures and requests for attention from users throughout the country related to the billing and provision of aqueduct, cleaning, sewerage, energy and gas services fuel.

Of the total received, 248,259 correspond to procedures, which represents an increase of 22% compared to the 202,960 filed in 2019. By type of procedure, they are classified as follows: 127,361 petitions, complaints and claims; 79,033 appeals and 12,886 procedures for Positive Administrative Silence. The remaining 28,979 are related to appeals for reinstatement, complaint and revocation, among others.

On the other hand, requests for personalized attention totaled 11,762, 72% less than the 41,919 received in 2019; This reduction can be explained by the conditions of preventive isolation that the country experienced as of last March.

Next, we present some relevant figures on the behavior by service, cause of disagreement, departments and providers with more procedures and requests before Superservices.

Behavior by service and cause of claim

By service, the highest percentage of procedures and requests was concentrated in the electric power service with 112,946 (43%), followed by natural gas with 49,082 (19%) and aqueduct with 38,911 (15%).

Due to claim grounds, 205,509 procedures were related to the billing of public services, representing 80% of the total received. The most significant issues are non-conformity in the measurement of consumption or production invoiced with 127,492 cases. This is followed by average charges (20,695) and non-conformity for significant deviation (9,282).

Regarding the provision of services, 23,160 procedures were received, that is, 9% of the total. These include, among other claims, 7,702 administrative complaints, 4,759 for termination of the contract, 2,532 for no connection of service and 1,953 for interruption of service.

When presenting the behavior of the procedures during 2020, the superintendent of Home Public Services, Natasha Avendaño García, stated: “In an atypical year, characterized by the restrictions caused by the Covid 19 pandemic, we observed a greater consumption of services in households; as well as an increase in claims compared to 2019. As a result of these requests, complaints and claims from users, the entity carried out different control actions, including 15 administrative investigations for alleged irregularities in the billing of energy services and fuel gas; as well as 47 tender documents and 42 preliminary inquiries for an increase in rates in the aqueduct, sewerage and cleaning services. "

Channels most used for filing procedures and requesting advice

During 2020, users of home public services made use of the different channels that the entity has to present their requests, resources, and requests for Positive Administrative Silence. The email sspd@superservicios.gov.co was the most used medium with 169,951 requests received; followed by the "TeResuelvo" platform for procedures and services with 60,595, physical offices with 17,597, personalized attention with 8,468 and chat with 3,410.

“The use of contact channels by users shows a growth trend as a result of the greater presence in the regions, information campaigns and the appropriation that citizens are making of their rights in terms of public services. Our interest is to continue receiving your complaints and requests for the attention of your disagreements and the improvement of the sector ”, said the superintendent Natasha Avendaño García.

Areas and companies with the highest number of procedures and personalized attention services

The top 10 places are presented

Capital District / Department	Number of procedures and requests personalized attention	%
Bogota DC	89,781	34.53
Atlantic	27,073	10.41
Cundinamarca	20,087	7.73
Cauca's Valley	14,575	5.61
Santander	12,478	4.8
Antioquia	11,734	4.51
cease	11,072	4.26
Magdalena	10,371	3.99
Bolivar	8,047	3.09
Tolima	7,637	2.94
Subtotal	212,855	81.87
Others	47,166	18.14
Total	260,021	100

Source: Orfeo Document Management System | Delegated Superintendency for User Protection and Territory Management

Company / provider	Number of procedures and requests for personalized attention	%
Codensa	44,250	17.02
Electrificadora del Caribe (Jan-Sep-2020)	39,017	15.01
Vanti	31,740	12.21
Aqueduct and Sewerage Company of Bogotá	15,716	6.04
Public Companies of Medellín	10,668	4.10
Air-E (Oct-Dec 2020)	8,821	3.39
Alkanes from Colombia	5,673	2.18
Municipal Companies of Cali	5,525	2.12
Afinia (Oct-Dec 2020)	4,433	1.70
Celsia Tolima	3,575	1.37
Subtotal	169,418	65.16
Others	90,603	34.84
Total	260,021	100

Source: Orfeo Document Management System | Delegated Superintendency for User Protection and Territory Management