Use our Electronic Form to submit your Requests, Complaints, and/or Appeals
PQR: Requests, Complaints, and Appeals
All individuals have the right to submit respectful requests to the authorities for reasons of general or specific interest and to receive a prompt response.
PQRs (Requests, Complaints, and Appeals) are the basic activities of the customer service process carried out in commercial offices that cater to the needs of clients.
Request: is a verbal or written request made to an entity and/or public official, with the intention of seeking their involvement in a specific and concrete matter. A request can be a solicitation, information, or suggestion.
Complaint: is a verbal or written dissatisfaction expressed by a user against the actions of a specific official or office.
Appeal: Request to review a final decision (Response to a PQR) made by the same administration that issued it, with the aim of modifying, revoking, or invalidating that decision.
Compensation Request: is a verbal or written dissatisfaction expressed by a user due to the non-provision or deficiency of a service provided by the company.
To file a PQR (requests, complaints, or appeals) consider the following information:
• CUSTOMER SERVICE CHANNELS:
CUSTOMER SERVICE LINE AND CHAT
• PHYSICAL – AUTHORIZED POINTS OF SALE
• APPLICABLE REGULATIONS FOR INCOMING AND OUTGOING INTERNATIONAL MAIL SERVICES.
ARTICLE 34 of Law 1369 of 2009 states "IN THE CASE OF POSTAL ITEMS SENT TO OTHER COUNTRIES OR RECEIVED FROM THEM BY THE OFFICIAL POSTAL OPERATOR. Claims for postal services provided by the Official Postal Operator in connection with foreign countries are governed by the regulations adopted by the Universal Postal Union UPU.”
Therefore, all services with these characteristics must be treated according to what is established in the Vienna Convention - issued by the Universal Postal Union, which sets a period of up to two (2) months to process the claim and conclude it.
• REGULATIONS APPLICABLE TO NATIONAL MAIL SERVICES AND COURIER SERVICES.
ARTICLE 32. Law 1369 of 2009, PROCEDURE FOR PROCESSING REQUESTS, COMPLAINTS, AND APPEALS (PQR), AND COMPENSATION REQUESTS. (Article modified by Article 70 of Law 1480 of 2011. Effective from April 12, 2012 (See in Previous Legislation the text in force until this date). The new text is the following:) Postal operators must receive and process requests, complaints, and appeals (PQR) related to the provision of the service, as well as compensation requests, and resolve them within fifteen (15) business days after their receipt by the postal operator. Against these decisions, the remedies of reconsideration and, alternatively, appeal apply. The appeal will be handled by the authority responsible for user and consumer protection (…)
Journalists wishing to file a request, complaint, or appeal regarding the service provided by Anicam Enterprises INC. should send an email to [Send us an email], attaching evidence proving their status as a journalist.
Native Languages: Populations wishing to file a request, complaint, or appeal regarding the service provided by National Postal Services S.A. should include in the form observations the native language they use.
Minors wishing to file a request or complaint regarding the service provided by Anicam Enterprises must include in the format the number of their identity card. In the event that compensation for applicable services is determined, the minor must be under the guardianship of an adult.
Form to Submit the Request