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 know the Transparency Line protocol, click here.
To find out how the Transparency hotline wors, click here
To reed our report for Discrimination or Harassment, click here.
- Confirmed cases: 100% of the confirmed cases correspond to illegal connections to the electricity network made by members of the community.
- Case management: Field visits are carried out to validate the reported inconsistency, take corrective actions, and monitor the situation. This activity is complemented by social management efforts in strategic sectors.
Anomalous Conduct
- Confirmed cases: Of the 25 confirmed cases, 88% (22 cases) correspond to contractor-related conduct, such as non-payment of wages by contractors to their employees (6 cases) and customer service experiences that did not comply with the Company’s policies (9 cases).
- Case management: Actions are carried out directly with contractors regarding labor payment breaches, establishing commitments to address the reported issues. In addition, the training and development plan for strategic contractors continued, strengthening supplier development in organizational culture, occupational health and safety (OHS), and labor compliance. Comprehensive contractor monitoring (management model) was also reinforced.
Corruption
- Confirmed cases: No cases of corruption were confirmed.
- Case management: Nevertheless, although no cases of this type were confirmed under the concept defined in GRI Standard 205-3, the employment contracts of two employees were terminated with just cause due to improper use of company assets, and one employee received a formal warning.
- Cases classified as alleged corruption cases were managed in accordance with the Transparency Hotline Management Protocol and the Company’s Internal Work Regulations. These cases were considered non-material and had no impact on the organizational internal control system.
Labor Relations
- Confirmed cases: One case related to workplace harassment was identified, in accordance with the applicable legislation on the matter.
- Case management: Due diligence was conducted in each case to identify psychosocial risk factors that may arise in the workplace and to implement preventive interventions, such as workshops aimed at improving the work environment, coaching and support with an emphasis on leadership strengthening, conflict resolution training courses, and support from cross-functional areas. Four employment contracts were terminated.
Other
Confirmed cases: Cases related to customer dissatisfaction regarding the targeting of promotional communications and identity impersonation involving third parties through the improper use of corporate documentation.
No cases related to money laundering and terrorist financing have been confirmed.
No cases involving violations of customer information privacy were confirmed.
For all investigated and confirmed cases, action plans were defined and corrective measures were implemented.
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 | 2025 | Confirmed 2025 |
|---|---|---|---|---|---|---|---|
| Improper appropriation | 29 | 34 | 54 | 74 | 130 | 145 | 72 |
| Abnormal behavior | 51 | 49 | 83 | 117 | 119 | 130 | 25 |
| Corruption | 2 | 1 | 13 | 13 | 20 | 17 | 0 |
| COVID | 3 | 2 | 0 | 0 | 0 | 0 | 0 |
| Fraudulent reports | 3 | 2 | 5 | 11 | 0 | 4 | 0 |
| Labor Relations | 1 | 1 | 7 | 8 | 29 | 30 | 6 |
| Shareholder Relations | 1 | 0 | 0 | 0 | 0 | 0 | 0 |
| Disclosure of confidential information | 0 | 0 | 0 | 1 | 0 | 0 | 0 |
| Environment | 0 | 0 | 0 | 3 | 1 | 1 | 0 |
| Money laundering | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Others | 1 | 7 | 16 | 24 | 35 | 26 | 2 |
| Total | 91 | 96 | 178 | 251 | 334 | 352 | 105 |