or other information have undergone a slight decrease, which can find explanation in the number of open procedures. Table 19 Telephone assistance (general number) 2015-2016 - variation Telephone assistance (general number) Year Information on cases Other information New complaints Total 2015 4266 868 22 5156 2016 3739 722 27 4488 Variation (%) -12,35% -16,82% 22,72% -12,95% In the table below the reverse trend is observed, that is, the service conducted across the toll-free line had an overall increase of 28,77%, which are separated by different percentages depending on the purpose of the service. It should be noted, however, that, in percentage terms the service with the purpose to obtain information on procedures in instruction have exceeded the 60%. In absolute terms there was a great increase (+84) in the service through which were provided other informations. In the other hand it should be noted, that the calls for submission of complaint exceeded twice the value verified in the previous year (from 4 to 9). Table 20 Telephone assistance (toll-free line) 2015-2016 - variation Telephone assistance (toll-free line) Year Information on cases Other information New complaints Total 2015 114 431 4 549 2016 183 515 9 707 Variation (%) 60,52% 19,48% 125% 28,77% The table below presents a combined reading of the elements concerning the citizens’ attendance, either by phone or in full-face consultation, made contact with this State body. It must be recalled, however, that besides the attendance performed by the Information and Public Relations Division, the Ombudsman also provides to the citizens three specialized telephone lines integrated into the N-CID (See Chapter 2). | 105