The Superintendence of Public Services reported that in the last year it received 255,564 procedures and 16,646 requests for advice related to the provision of aqueduct, sewage, cleaning, energy and gas services, which meant an increase of 9% compared to 2020.
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According to the entity, the electricity service remained the service with the highest claim by users with almost 110,000 procedures and requests. The natural gas service with 45,737 is in second place, followed by the aqueduct service with 39,333; sanitation with 17,899 procedures, and finally sewerage and liquefied petroleum gas with 1,117 and 164, respectively.
The companies Afinia, Air-e, Codensa and EPM in the energy service; Vanti and Gas Natural del Oriente, for gas service; and the Empresa de Acueducto y Alcantarillado de Bogotá, lead the list of providers with the most claims. The main disagreement of the users of these providers is related to the measurement of consumption, untimely charges or charges for reconnection.
The main causes ofe claim were due to non-conformity due to the measurement of consumption, untimely charges, charges for connection, reconnection and reinstallation .
“We observed an increase in the number of procedures and direct interactions with users, due, in part, to the isolation conditions and difficulties in obtaining a response from the utility companies, which led the affected people to present them directly to the superintendency. For example, we received 21,000 requests for Positive Administrative Silence, 71% more than in 2020. With this resource, people request that their case be resolved in their favor, given the company’s non-response,” said Superservices Natasha Avendaño.
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“Dthe total of procedures and requests received by the Superservices, 117,362 are requests, complaints and claims; 95,395 appeal resources, and 21,114 reconsideration resources, complaints and revocations. 21,693 correspond to requests for recognition of Positive Administrative Silence, and 16,646 were requests for advice or personalized attention,” the entity concluded.
