Resolución de Reclamación de Consumo Energético
Cargado por
Elizabeth Mendoza B.Temas abordados
- cálculo de consumo,
- documentación requerida,
- recursos de reposición,
- canales digitales,
- anomalía de lectura,
- requisitos de aumento de poten…,
- matrícula profesional,
- Ley 142 de 1994,
- reclamación,
- medidor
Resolución de Reclamación de Consumo Energético
Cargado por
Elizabeth Mendoza B.Temas abordados
- cálculo de consumo,
- documentación requerida,
- recursos de reposición,
- canales digitales,
- anomalía de lectura,
- requisitos de aumento de poten…,
- matrícula profesional,
- Ley 142 de 1994,
- reclamación,
- medidor
Common questions
Con tecnología de IAA consumer advocate could propose increasing transparency in communication regarding billing methodologies and estimated charges. Initiatives could include setting up a monitoring system to track disputed charges, improving the training for handling complaints, and advocating for technological upgrades in meter readings. Additionally, proposing legislative changes for clearer guidelines and protection in estimation scenarios can enhance fairness and trust between utilities and consumers .
Nicolás Peralta can file for reconsideration directly with the company or appeal to the Superintendencia de Servicios Públicos Domiciliarios. To pursue these options, he must submit a written application within five business days from notification and ensure the payment of any charges not under dispute. These conditions ensure procedural fairness and timely resolution of disputes .
After inspecting Nicolás Peralta's property and confirming it was unoccupied, the utility company corrected the consumption charge for March 2024 to zero kW. This adjustment underscores the company's accountability in ensuring accurate billing and illustrates their commitment to correcting errors when presented with conclusive evidence, maintaining trust and adherence to billing policies .
Utility companies should ensure digital channels are user-friendly, accessible, and secure to protect user information. They should provide comprehensive training to staff managing these platforms and frequently update their systems to reflect policy changes. A proactive communication strategy encouraging user engagement and feedback can improve service quality and satisfaction .
To request an increase in electricity capacity, the user must submit a signed request letter, a current certificate of tradition and liberty, a certificate of nomenclature if necessary, photocopy of the property owner's ID, a completed service request form, proof of technical compliance (Retie), and the technician's professional credentials. Challenges include gathering all required documents, especially obtaining or updating property certificates within the correct timeframe, and ensuring technical compliance, which may require consulting multiple professionals .
Even when a property is unoccupied, charges such as the Public Lighting Tax, Security and Citizen Coexistence Fee, and various service charges like reconnections or materials remain applicable. These charges persist because they relate to communal benefits or infrastructure costs, which are necessary for the service's sustainability and benefit the community at large, regardless of individual occupancy .
Article 146 allows consumption estimation under certain conditions, which can safeguard the utility's revenue streams when measurement issues arise. However, it imposes a risk of revenue loss if meter readings are inaccurate or delayed beyond six months, as companies cannot bill beyond estimated averages. This regulation demands strong operational management and customer service to minimize disputes and maintain cash flow stability, emphasizing the importance of efficient metering systems .
The legal and contractual basis for estimating consumption charges is provided by Article 146, Inciso 2 of the Ley 142 de 1994 and the contract of uniform conditions. This regulation allows companies to estimate consumption based on the average of prior periods when an accurate reading is not possible due to anomalies like a "registrador no visible." In Nicolás Peralta's case, the estimate was initially made under this provision due to an unreadable meter, but after inspection confirmed the property was unoccupied, the consumption was corrected to zero kW .
User action or omission, such as preventing meter reading through obstruction or inaccessible locations, allows the utility company to estimate consumption based on average usage or similar conditions, as per Ley 142 de 1994. This can lead to the utility potentially suspending services or terminating contracts if it is deemed that the user deliberately obstructed the company's ability to accurately record consumption. Such situations stress the importance of cooperation and clear communication between the user and the utility for maintaining accurate billing and service continuity .
The utility company suggests using email for immediate access to responses, utilizing various communication channels such as telephone lines, a virtual office, WhatsApp, and online payment portals. These mechanisms enhance accessibility by providing multiple platforms to meet diverse user needs, ensuring users can efficiently manage accounts and receive timely updates .
