ObjectiveTo analyze the situation of smoking control calls at 12345 citizens′ hotline in Shanghai and investigate the smoking control hotspots concerned by citizens, the handling efficiency and quality of the hotline management, especially after the tobacco control ordinance was amended.

MethodsStatistical analysis was made on 48 945 smoking control calls, and data model established by natural language processing.

ResultsAfter amendment of the tobacco control ordinance, there was a great increase in the number of smoking control calls, which reached a peak in 2017, and became 6.7 times that of 2016.Complaint report was the most important part of tobacco control calls, accounting for 76.24% of the total.Work and dining places were the main venue for complaints, while restaurants and offices were with the largest number of calls.The proportion of health departments in all responsible departments was the largest, accounting for 29.71%.Criticism and education were still the main way to deal with the problem, which was far from meeting the demands of citizens in this regard.

ConclusionPublicity can mobilize the enthusiasm of the citizens to participate in tobacco control.The working efficiency and quality of responsible departments still needs to be improved.Citizen′s appeal can serve as a reference for future amendments to the law.