PQRS guidelines and definitions
AES Colombia System of Requests, Complaints, Claims and Suggestions (PQRS) is a tool aligned with our Human Rights commitments that allows AES Colombia to respond the different communications of the stakeholders.
Request
A respectful call of an interested party to obtain information, consultation or support of a general or particular matter that involves the company.
Complaint
A discontent claim that may be generated by behaviors or actions of an AES employee or contractor in activities involving the company related to our values, our Code of Conduct or our Human Rights Policy.
Claim
A dissatisfaction claim filed by an interested party regarding the non-compliance, irregularity or negative effects of the Company´s services, management or operation, including human rights issues.
Suggestion
Advice, proposal, idea or indication for improvement made by an interested party related to the services, management and operation of the Company.
File PQRS
Please note that the official hours of this PQRS contact channel is between Monday and Friday from 8:00 am to 5:30 pm. If the PQRS is entered during non-business hours, it will be filed on the next business day. Click here to download the help guide.
