{"id":167,"date":"2025-11-15T18:03:37","date_gmt":"2025-11-15T23:03:37","guid":{"rendered":"https:\/\/ispmk2.dtis.co\/?page_id=167"},"modified":"2026-02-22T04:56:53","modified_gmt":"2026-02-22T09:56:53","slug":"procedimiento-y-tramite-de-pqrs","status":"publish","type":"page","link":"https:\/\/ingatel.com.co\/?page_id=167","title":{"rendered":"Procedimiento y Tr\u00e1mite de PQR’s"},"content":{"rendered":"\t\t
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Inicio<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Definici\u00f3n de PQRS<\/b><\/p>

  • Petici\u00f3n
    Solicitud mediante la cual el usuario requiere informaci\u00f3n, documentaci\u00f3n o servicios
    adicionales relacionados con su prestaci\u00f3n de internet.<\/li>
  • Queja
    Manifestaci\u00f3n del usuario relacionada con una inconformidad respecto al comportamiento
    o atenci\u00f3n brindada por el personal de la empresa.<\/li>
  • Reclamo
    Expresi\u00f3n del usuario cuando considera que se ha vulnerado un derecho o existe
    incumplimiento en la prestaci\u00f3n del servicio (fallas, interrupciones, cobros, etc.).<\/li>
  • Sugerencia
    Aporte voluntario del usuario con el fin de mejorar procesos, servicios o atenci\u00f3n<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    Canales Disponibles para Radicar PQRS<\/strong>
    El usuario podr\u00e1 presentar una PQRS a trav\u00e9s de:<\/p>

    • Formulario web de PQRS disponible en la p\u00e1gina oficial.<\/li>
    • Correo electr\u00f3nico institucional destinado a PQRS.<\/li>
    • Oficinas f\u00edsicas y puntos de atenci\u00f3n.<\/li>
    • L\u00ednea telef\u00f3nica de atenci\u00f3n al usuario.<\/li>
    • WhatsApp empresarial (si aplica).<\/li>
    • Todos los canales estar\u00e1n identificados y disponibles para el p\u00fablico.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      Requisitos para Radicar una PQRS<\/strong>
      Para garantizar una atenci\u00f3n adecuada, el usuario debe aportar:<\/p>

      • Nombre completo del solicitante.<\/li>
      • N\u00famero de contacto y correo electr\u00f3nico.<\/li>
      • Direcci\u00f3n o referencia del servicio contratado.<\/li>
      • Tipo de solicitud (Petici\u00f3n, Queja, Reclamo o Sugerencia).<\/li>
      • Descripci\u00f3n clara y detallada del caso.<\/li>
      • Evidencias opcionales: fechas, capturas, recibos, etc.<\/li><\/ul>

        \u00a0<\/p>

        Nota: Las PQRS pueden ser an\u00f3nimas, pero la ausencia de datos de contacto limita la<\/em>
        respuesta personalizada.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

        Definici\u00f3n de PQRS Petici\u00f3nSolicitud mediante la cual el usuario requiere informaci\u00f3n, documentaci\u00f3n o serviciosadicionales relacionados con su prestaci\u00f3n de internet. QuejaManifestaci\u00f3n del usuario relacionada con una inconformidad respecto al comportamientoo atenci\u00f3n brindada por el personal de la empresa. ReclamoExpresi\u00f3n del usuario cuando considera que se ha vulnerado un derecho o existeincumplimiento en la prestaci\u00f3n del […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":156,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_joinchat":[],"footnotes":""},"class_list":["post-167","page","type-page","status-publish","hentry"],"yoast_head":"\nProcedimiento y Tr\u00e1mite de PQR's - Ingatel<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Procedimiento y Tr\u00e1mite de PQR's - Ingatel\" \/>\n<meta property=\"og:description\" content=\"Definici\u00f3n de PQRS Petici\u00f3nSolicitud mediante la cual el usuario requiere informaci\u00f3n, documentaci\u00f3n o serviciosadicionales relacionados con su prestaci\u00f3n de internet. 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