• Bring the Ombudsman closer to citizens; • Inform the citizens about the right to complain to the Ombudsman; • Provide a prompt reply to information requests regarding cases in instruction; • Inform the citizens about their rights, and, when necessary, guide them to the competent entities. 5.2.1. Attendance The activity developed by the Information and Public Relations Division is, essentially characterized, by the citizen’s attendance, in presence and by telephone. In 2016, were performed 629 presential attendances, and of these, only 278 submited a complaint, 279 asked for information on procedures in instruction and the remaining 72 in the provision of other information. Despite the growing and vital electronic means to contact the Ombudsman, it should be noted the fact that is still significant the number of presential attendances of citizens that come to the headquarters of this State body. Table 18 Presence service attendance 2015-2016 - variation Attendance in person Year Information on cases Other information New complaints Total 2015 336 113 401 850 2016 279 72 278 629 Variation (%) -16,96% -36,28% -30,67% -26% In the year 2016, were registered 5195 phone calls, which were made, respectively, through the general number (4488) and through the toll-free number (707). 5.2.2. Telephone assistance As shown in the table below, the 4488 telephone calls made to the general number, were divided as follows: 3739 resulted in the provision of information on procedures in instruction, 722 in the provision of other information and the remaining 27 in submitting a complaint. With the exception of the complaint to the Ombudsman, through telephone contact – which increased 22,72%, the requests for information about procedures 104 |