Public Utilities in Colombia: How to Pay for Electricity, Water, Gas, and Internet and File a Complaint (PQR)

I have gone through the headache of seeing an electricity bill arrive for triple the usual amount and not knowing where to start to file a complaint. Paying, understanding, and fighting utility bills in Colombia is a science, but the law is more on our side than it seems if you know how to use it.

Quick answer: In Colombia, you can pay for electricity, water, gas, and internet via PSE, banking apps, or physical locations like Efecty. If you receive an unjustified charge, Law 142 of 1994 allows you to file a PQR without having to pay the disputed amount, and if the company does not respond within 15 business days, the claim is resolved in your favor due to positive administrative silence (Art. 158). If you want to see real options right now, you can view apartments and houses on Colombia Move — posting is completely free.

Who Pays What? Landlord vs. Tenant (Law 820 of 2003)

One of the biggest conflicts when renting a property in Colombia is the payment of utilities. According to Article 15 of Law 820 of 2003, the rule is clear: the tenant is responsible for paying the utilities consumed during their occupancy, as agreed upon in the lease contract.

But, watch out for this! There is something called "solidarity" (Article 130, Law 142 of 1994). This means that the landlord and tenant are jointly liable to the utility companies. If the tenant leaves without paying, the debt remains tied to the property and the owner ends up assuming the cost. To break that solidarity, the landlord must demand guarantees or bonds from the tenant at the start of the contract and present them to the utility companies (Art. 15, Law 820 of 2003).

If you are a landlord, understanding this is vital, especially now that there is a peak in interest for short-term rentals. According to Colombia Move data (July 2026), 30 recent searches on the marketplace found no results in the temporary housing category — there is real unmet demand from nomads and locals looking for rentals with utilities included. If you are going to meet that demand, clearly define the consumption rules in your contract.

How to Pay Your Utility Bills in Colombia (Physical and Digital Channels)

Waiting in endless lines at the bank with a bill in hand is a thing of the past. Today, the payment ecosystem in Colombia is very robust:

• Digital Channels: The undisputed king is PSE (Pagos Seguros en Línea), which allows you to pay from any savings account. Additionally, banking apps (Bancolombia, Davivienda) and mobile wallets like Nequi and Daviplata have dedicated modules where you just scan the barcode or enter your reference number.
• Physical Channels: If you prefer to use cash, you can go to Efecty (present in 99% of Colombia's municipalities), Baloto, or SuperGIROS. You just need to bring your printed bill.

Remember that the final value of your electricity, water, and gas bill depends in part on your socioeconomic stratum. You can check our guide to socioeconomic strata in Colombia to understand how subsidies (strata 1, 2, and 3) or contributions (strata 5 and 6) affect your monthly pocketbook.

Suspension and Reconnection: Rules and New Legal Caps

If you forget to pay, your service will be cut off and you will be charged for reconnection. The legal landscape recently changed to better protect the user, although with important differences depending on the type of service.

As of July 17, 2026, the CRC regulation based on Law 2485 of 2025 came into effect. This law sets mandatory maximum caps on reconnection fees for telecommunications. The maximum they can charge you to reconnect your mobile line is $285 COP; for most fixed services (home internet), the cap is $1,232 COP (source: CRC, June 2026 press release).

But pay close attention: these caps DO NOT apply to water, electricity, or natural gas. These services are not covered by Law 2485. Their reconnections remain regulated under Law 142 of 1994 (Art. 96), which allows companies to charge the "efficient costs" of sending a technician, which usually ranges between $30,000 and $60,000 COP depending on the service and the city.

Practical Tips to Avoid Leaks and Overcharges on Your Bill

Before reaching the point of fighting a bill, prevention will save you many headaches. Here are three basic checks you should do in your home:

• Check the toilet seals: A silent leak in the toilet tank can double your water bill in a month. If you hear water running after it fills up, change the "flapper" (the valve) immediately.
• Beware of old appliances: Refrigerators with worn-out seals that don't close well consume a lot of extra energy trying to stay cold.
• Close the gas valve if you go on a trip: In addition to being a vital safety measure, it prevents micro-leaks from generating phantom consumption while you are not at home.

How to File a Complaint for Unfair Charges or Deviations (The PQR Process)

If you receive a charge that doesn't make sense, you have the right to file a Petition, Complaint, or Claim (PQR) protected by Article 152 of Law 142 of 1994. This is the step-by-step process:

1. Do not pay what is in dispute: The golden rule (Art. 155, Law 142 of 1994) is that companies CANNOT demand payment of the disputed amount to address your complaint. However, you must pay the undisputed portion (usually the average of the last 5 months) so they don't cut off your service while they investigate.

2. File the PQR: Do it through the company's official channels (in-person, phone, or web) and always keep the filing number.

3. Wait 15 business days: The company has exactly 15 business days to respond to you. If they don't, the Positive Administrative Silence applies (Art. 158, Law 142 of 1994): your claim is resolved in your favor automatically and the company has 72 hours to execute the decision.

4. Appeal if necessary: If the company denies your claim, file a "Recurso de Reposición y en subsidio de Apelación" (Motion for Reconsideration and, in the alternative, Appeal). If they deny it again, the case goes directly to the Superintendency of Residential Public Services (Superservicios) for a final decision. Keep in mind that a PQR does not guarantee debt forgiveness; if the appeal is rejected, you must pay the total balance.

Frequently asked questions

❓ What happens if I don't pay utility bills on time in Colombia?

The provider will suspend service after the bill's due date (usually after 1 or 2 months of arrears). Reconnection fees will apply and will be added to your next bill.

❓ Is it legal for the landlord to cut off my utilities if I don't pay rent?

No, it is illegal. Only utility companies can suspend service for non-payment. If the landlord does this, they are committing a serious offense and harassment; you can report them to the Superservicios.

❓ How long does the company have to respond to my claim (PQR)?

The company has a maximum of 15 business days (Art. 158, Law 142 of 1994). If they do not respond within that period, positive administrative silence applies in your favor, and they have 72 hours to execute the decision.

❓ Do I have to pay the entire bill to file a claim?

No (Art. 155, Law 142 of 1994). You only pay the undisputed portion or the average of the last 5 months so that they process your complaint without cutting off your service.

❓ Does the new affordable reconnection law apply to water and electricity?

No. Law 2485 of 2025 and the CRC caps (in effect since July 2026) apply only to telecommunications (internet and telephony). Water, electricity, and gas remain under the ordinary efficient cost regime.