Shanghai's citizen service hotline 12345 has received more than 4.56 million calls since it opened three years ago and 99.4 percent of the complaints were solved, officials said yesterday.

The government-run hotline requires concerned departments to solve problems reported by callers within 15 days. That is why more and more Shanghai residents are using the hotline to make a complaint, officials said.

A follow-up survey showed that 65.5 percent of the callers are satisfied with the hotline service and its problem-solving efficiency. An online survey indicates a 72 percent satisfaction, while another survey by the city's supervision bureau put the satisfactory rate at 75.2 percent.

Officials admit there is room for improvement and they will make the hotline service more efficient in solving people's problems.