Contact us

Contact Support

Our interest is to know and resolve your concerns to improve our service. Sign in to our system of requests, complaints, claims, suggestions, and reports (IPQRs).

Contact us

Carrera 11 No. 84 - 09 Floor 10

Bogotá - Colombia

Bogotá Phone Line:

+ 57 (601) 3250200 EXT 60642

National phone line:

018000122225

Service hours:

Monday to Friday 8:00 a.m. to 12:00 m.

and 2:00 p.m. to 5:00 p.m.

In-person attention

For in-person attention, you may submit your IPQRs verbally to any Ocensa employee or book an appointment through:


Bogota Phone Line:

+ 57 (601) 3250200 EXT 60642

Service hours:

Monday to Friday 8:00 a.m. to 12:00 m.

and 2:00 p.m. to 5:00 p.m.

Ethics line

We receive inquiries, ethical dilemmas and complaints about situations that could jeopardize the compliance with regulations related to the prevention of corruption, money laundering, funding of terrorism, and issues related to the possible violation of Human Rights through the Ethics and Compliance Line.


After you submit your inquiry, ethical dilemma, or complaint, we will assign you a consecutive number with which you can provide further information and follow up.

National phone number: 0180009121013

Direct phone number Bogotá +57 (601) 3250365

Website: Click Here

IPQRs

As part of Ocensa’s relationship model and as one of the permanent and direct channels of communication between the company and shareholders, you can report inquiries, petitions, complaints, claims and suggestions (IPQRs) with Ocensa to have a response from the company.

The attention to IPQRs that you report will be conducted diligently and as promptly as possible, therefore you will receive a complete and detailed response within a maximum term of 10 working days if it is a request for information and 15 working days for other requests, complaints, claims and suggestions.

If the IPQRs is the responsibility of the contractor, it will be transferred within a maximum period of 5 days so that it can be dealt with by the contractor.

Office of suggestions and complaints

Carrera 11 No. 84 - 09 Floor 10

Bogotá - Colombia

Bogota Phone Line:

+ 57 (601) 3250200 EXT 60642

National phone number:

018000122225

As support for filling out your IPQRs, we explain what a petition, complaint, claim, and suggestion consist of

Request

An application submitted by an individual or legal entity to get:

  • The provision of a service.
  • Company information (Review and request copies of information).
  • The delivery of goods.

Claim

An expression of non-conformity in relation to Ocensa’s activities, works, services or actions, which in addition includes a request for a solution to the non-conformity.

Complaint

An expression of protest, displeasure, non-conformity, or disagreement in relation to Ocensa’s activities, works, services or accidents.

Suggestion

Proposal, idea, or recommendation for the improvement of an Ocensa process or actions.

Fill out your IPQRs in the form below