In the first half of 2022, complaints from users of home public services increased: Superservices

This Superservicios release was published using machine translation.

Bogotá DC, August 3, 2022. The Superintendency of Residential Public Services received 135,063 procedures and requests for personalized attention on the provision and billing of water, sewage, sanitation, energy, natural gas and liquefied petroleum gas services, during the first half of 2022. This figure represents an increase of 35% compared to the same period in 2021.

In the different service channels, the Superservices received 53,885 appeals, 50,339 petitions, complaints and claims, and 11,278 appeals, complaints and reversals. In addition, 5,897 requests for recognition of Positive Administrative Silence were registered. These procedures were received, mainly, through email (66%) and the TeResuelvo procedures and services platform (17%). In addition to the procedures, there are 13,664 requests for face-to-face service at the Superservices Service Points.

When analyzing the claims, the superintendent (e) Lorenzo Castillo Barvo reported: “Regarding the number of procedures received in each of our territorial addresses, we found that 39,397 (29%) were registered in the center of the country, including Bogotá. In the Northwest Territorial that covers the departments of Atlántico, Magdalena, Guajira and the archipelago of San Andrés, we received 29,959 (22%); and to the Northeast Territorial that attends Bolívar, Córdoba, Sucre and Cesar, 16,026 (12%) arrived. The electrical energy service concentrated the highest percentage of procedures with 62,516 (46%), followed by natural gas with 23,414 (17%), aqueduct with 21,406 (16%) and 10,079 (7%) for sanitation. The companies with the highest number of claims are Air-e, Vanti, Enel Colombia and Afinia”.

The 99,697 claims for billing of public services represent 73% of the procedures received in the first half of 2022. Of these, non-conformity with the measurement of billed consumption or production exceeded 63 thousand cases; 5,705 were for connection, reconnection or reinstallation charges, and 4,053 for consumption recovery charges. Other 20,860 procedures are related to the provision of services, including 6,150 administrative complaints, 4,117 claims for contract termination and 2,089 for non-connection of service.

The increase in procedures in the first half of 2022 alerted the entity, which initiated administrative investigations for alleged violations of user rights. These and other actions were carried out jointly by the delegated superintendencies for User Protection and Territory Management; for Aqueduct, Sewage and Cleanliness; and for Energy and Fuel Gas. “In carrying out our functions of surveillance, inspection and control of providers, we carry out comprehensive evaluations of Public Companies of Medellin (EPM) and Municipal Companies of Cali (Emcali); We also signed a management program with the Chocó energy company (Dispac), the official assured.

Procedures for public service

Service	Quantity	%
Electric power	62,516	46.29%
Natural gas	23,414	17.34%
Aqueduct	21,406	15.85%
Unidentified	14,506	10.74%
Cleanliness	10,079	7.46%
Consolidated	1,555	1.15%
No associated service	594	0.44%
Sewerage	590	0.44%
Non-competent services	3. 4. 5	0.26%
Liquefied petroleum gas - LPG	58	0.04%
Grand Total	135,063	100%

Procedures by territorial addresses

Dependence	Quantity	%
Central Territorial Directorate	39,397	29.17%
Northwest Territorial Directorate	29,959	22.18%
Northeast Territorial Directorate	16,026	11.87%
West Territorial Directorate	8,858	6.56%
East Territorial Directorate	9,285	6.87%
South West Territorial Directorate	10,390	7.69%
Southeast Territorial Directorate	3,940	2.92%
Delegate for User Protection and Management	17,208	12.74%
Grand Total	135,063	100%

The superintendence reminds users that, with the opening of two new territorial addresses in Montería and Neiva, they have at their disposal 44 Superservices Attention Points, PAS, and 32 digital offices throughout the country to receive petitions, complaints and claims, without cost and without the need for intermediaries.

Consult the offices and office hours of the superintendence throughout the country. Citizens also have the virtual platform for procedures and services Te Resuelvo , the free national line 018000 910305, the line in the city of Bogotá 601 691 3006 and the email sspd@uperservicios.gov.co.