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.
- Confirmed cases: 100% of confirmed cases correspond to illegal connections to the energy grid by people from the community.
- Case management: field visits are carried out in order to validate the reported inconsistency, take actions and follow up. Activity that is accompanied by social management work in strategic sectors.
- Confirmed cases: in relation to the 29 confirmed cases, 96% (28) of these correspond to contractor conduct, such as the failure of contractors to pay their employees (17).
- Case management: negotiations are carried out directly with contractors in relation to non-compliance with labor payments, with definition of commitments on the matters reported. Likewise, the result of the contractor training and development plan is monitored, continuing with the development of suppliers in terms of organizational culture, safety and health at work and labor compliance.
- Confirmed cases: the materialized behaviors are related to the loss of inventory of materials and a materialized conflict of interest through which an advantage was granted to a third party within a supplier selection process.
- Case management: corruption cases were handled in accordance with the Company’s Transparency Line Management Protocol and Internal Work Regulations. These cases were considered as non-material and without impact on the organizational internal control system.
- Confirmed cases: a case related to sexual harassment behavior in the workplace is configured. And, another without confirming harassment, but with an opportunity for improvement in the leadership of an employee.
- Case management: in accordance with Law 1010 of 2006, the reported behaviors do not constitute workplace harassment, however, the cases have been intervened preventively in accordance with the protocol with actions such as: workshops for the improvement of the work environment, accompaniment – coaching with emphasis on strengthening leadership, assignment of courses for conflict resolution and assistance of the transversal areas.
Dismissal with just cause for having configured the conduct of sexual harassment at work.
Others:
Confirmed cases: related to work environment and lack of management for the improvement of working conditions in contractors, affectation to users due to failures in the technical management of pruning and non-conformity in the payment to third parties for the provision of services.
No cases related to money laundering and terrorist financing have been received.
No cases of privacy violations of customer information were confirmed.
In all the 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 | 2024 | Confirmed 2024 |
|---|---|---|---|---|---|---|
| Improper appropriation | 29 | 34 | 54 | 74 | 130 | 67 |
| Abnormal behavior | 51 | 49 | 83 | 117 | 119 | 29 |
| Corruption | 2 | 1 | 13 | 13 | 20 | 4 |
| COVID | 3 | 2 | 0 | 0 | 0 | 0 |
| Fraudulent reports | 3 | 2 | 5 | 11 | 0 | 0 |
| Labor Relations | 1 | 1 | 7 | 8 | 29 | 2 |
| Shareholder Relations | 1 | 0 | 0 | 0 | 0 | 0 |
| Disclosure of confidential information | 0 | 0 | 0 | 1 | 0 | 0 |
| Environment | 0 | 0 | 0 | 3 | 1 | 1 |
| Money laundering | 0 | 0 | 0 | 0 | 0 | 0 |
| Others | 1 | 7 | 16 | 24 | 35 | 4 |
| Total | 91 | 96 | 178 | 251 | 334 | 107 |