Since 2010, we have had a Complaints Office designed in accordance with the United Nations Guiding Principles on Business and Human Rights. This Office is responsible for logging, investigating, mediating solutions, tracking, and closing cases filed by our stakeholders regarding possible operational impacts that could in turn impact human rights.

Our Complaints Office does not replace the mechanisms established for addressing issues of labour, occupational health, meals and transportation of workers, ethical issues or disciplinary issues in place at Cerrejón, by Colombian law, or agreed upon with the union via the collective bargaining agreement.


Our aim is to comply with the principles established for these types of mechanisms using the remedy pillar: to be legitimate, accessible, predictable, fair, compatible, transparent, based on dialogue, and to be a continual source of learning.

1. Someone files a complaint at our Complaints Office or with a Cerrejón official.

2. As soon as we receive the complaint, we file it in the system.

3. We confirm the filing.

4. We classify the complaint.

5. We assign the complaint to the area responsible according to the case details.

6. An investigator gathers information and performs any necessary interviews to clarify the facts.

7. He documents the complaint in the system.

8. Our Complaints Office carries out or facilitates meetings with the areas involved in order to reach an agreement.

9. We mediate with the complainant on a possible solution.

10. Implementation of the agreement is tracked.

11. We close the case, record the results in the system, and make recommendations as to the company’s policies and practices with the aim of preventing future occurrences of the same type of events.


If the complainant appeals the result, a new investigator is assigned.


Monday to Friday: 8:00 am to 12:00 pm and 1:00 pm to 5:00 pm.

Land line

From Bogotá or the rest of the country: (595) 5886
From the Atlantic Coast: (350) 5886
From Puerto Bolívar or Uribia: (350) 6475
From within Cerrejón: 5886 / 6475

Teléfono celular
Desde su celular Movistar, Tigo o

Community Service Office
Main entry to Cerrejón
Mine, Albania, La Guajira

Puerto Bolívar

Community Service Office
Main entry to Cerrejón
Puerto Bolívar, Uribia, La Guajira