Transparency Hotline
Celsia has a Transparency Hotline which constitutes a reporting tool that is available to all stakeholders, where they can report incidents of wrong doing in a confidential and anonymous fashion (if so desired).
The Transparency Hotline is a separate phone number from the stakeholder’s service phone number and customer service, and is not meant to be a tool for complaints, but rather for reporting possible and concrete violations of the company’s Business Code of Conduct, and unethical behavior. It must be used responsibly, and the facts that are reported must be real and verifiable.
If your call is related to billing questions, write to us at www.celsia.com in the section We help you, write to us! if you need to report a damage, request a duplicate bill or pay online, write to us at WhatsApp 3103903468 or call our national line 018000112115, free from your cell phone or landline.
Public attention
1.Telephone line
Business hours are between 6:00 a.m. and 10:00 p.m. (uninterrupted service), Monday to Saturday. This hotline is staffed by independent external staff. The email is available 24 hours a day.
- Colombia
01 8000 123 420 - Panamá
(507) 800 22 62 55 91 (available for calls from landlines and cell phones).
(507) 832 79 07 (available for calls from fixed numbers ). - Costa Rica
(506) 4000 19 41 - Honduras
(507) 800 27 91 91 3122.2.
2. Email celsia@lineatransparencia.com is available 24 hours a day, 7 days a week.
3. You can also do it through this online form. Click here to access.
Details
- Allows different groups of stakeholders to report substantiated suspected irregularities of which they are aware, in a confidential fashion.
- The Hotline helps to control and monitor all reported cases.
- It is a tool aimed at transparency, to be used with regulatory entities, shareholders and the general public.
- If they so desire, callers can remain anonymous. In no case will their identities be revealed without their consent.
To find out how the Transparency Hotline works, click here.
To reed our report for Discrimination or Harassment, click here.
- In the event of reported incidents, through the Human Resources area, the company evaluates the organizational impacts and calls the attention of the employees involved. Also, if required, specialized third parties are hired to carry out specific investigations. In this category of discrimination and harassment, 16 cases were received, of which 1 was confirmed, related to conduct by employees of contractors.
- Cases related to corruption, conflicts of interest, community, customer privacy data and labor relations were not confirmed.
- With respect to the money laundering category, no cases have been received related to this issue.
- Regarding the cases received for fraud, 35 of the 38 correspond to illegal connections to the energy network by community members.
- For the category of other (conduct), 21 of the 28 confirmed cases are due to non-payment by contractors to their employees.
- In all cases investigated and confirmed, action plans were defined and measures were taken.
The following is a summary of the number of cases, grouped together by categories, reported trough the Transparency Hotline:
| Number of cases reported according to their nature | 2020 | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Improper appropriation | 29 | 34 | 54 | 74 |
| Abnormal behavior | 51 | 49 | 83 | 117 |
| Corruption | 2 | 1 | 13 | 13 |
| COVID | 3 | 2 | 0 | 0 |
| Fraudulent reports | 3 | 2 | 5 | 11 |
| Labor Relations | 1 | 1 | 7 | 8 |
| Shareholder Relations | 1 | 0 | 0 | 0 |
| Disclosure of confidential information | 0 | 0 | 0 | 1 |
| Environment | 0 | 0 | 0 | 3 |
| Money laundering | 0 | 0 | 0 | 0 |
| Others | 1 | 7 | 16 | 24 |
| Total | 91 | 96 | 178 | 251 |