PQRS CHANNEL
REQUESTS, COMPLAINTS, CLAIMS OR SUGGESTIONS
In this section, you can submit your PQRS. For PETROTECH DE COLOMBIA it is important to address your requirements and requests, rate a service, propose improvement actions, or file a complaint, as applicable (Political Constitution of Colombia and Law 1755 of 2015).
Below, we describe each option in detail to facilitate your submission:
What is a request?
It is a request made on one’s own behalf, through an attorney-in-fact, representative, or entity to request the recognition of a right, the provision of a service, request information, submit inquiries, and obtain a timely and substantive response.
What is a complaint?
It is an expression of disagreement or dissatisfaction resulting from inadequate service or dissatisfaction with a situation.
What is a claim?
It is a demand arising from the absence or improper provision of a service or the failure to address a request.
What is a suggestion?
It is a proposal to introduce a change or improvement to a service, procedure, or process.
What is a compliment or expression of gratitude?
It is a positive expression or an expression of gratitude regarding the organization’s service or management.
PQRS KNOWLEDGE CAPSULE
In this section, you can submit your PQRS. For PETROTECH DE COLOMBIA it is important to address your requirements and requests, rate a service, propose improvement actions, or file a complaint, as applicable (Political Constitution of Colombia and Law 1755 of 2015).
Below, we describe each option in detail to facilitate your submission:
It is the right of citizens to submit to a public or private entity a request, request for information or documents, rate a service, propose improvement actions, or file a complaint, as applicable (Political Constitution of Colombia and Law 1755 of 2015).
- Full first and last names of the applicant, representative, or attorney-in-fact, identification document, and contact information (mailing address, telephone number, or email).
- Clear explanation of what is being requested or required.
- Documents supporting the request, if required.
- Signature of the petitioner, when applicable.
Response times will be determined in accordance with the company’s internal procedures and the applicable regulations currently in force.
The petitioner will be required, within 10 business days following the filing date, to complete the information accordingly in order to initiate the processing and response.
- Access the form.
- If you are a Community, Supplier, Client, Government and/or external stakeholder, under Origin, select EXTERNAL
- Complete all basic registration information, whether you are a Legal Entity and/or Individual.
- Select the type of request you wish to report, according to the help image (PQRS).
- Briefly describe your report and attach supporting documents, if applicable.
Once your report has been submitted, an internal code will be generated, through which you will receive a timely response within the timeframes established by internal procedures and in accordance with the applicable regulations currently in force.