JUDICIARY Latest Features

Justice Jamson Karemani Karemera, the Resident Judge of Kiboga High Court Circuit(standing)

The Registry of Communications and Public Relations yesterday conducted a customer-care engagement for Judicial Officers and support staff under the Mubende High Court Circuit, in a deliberate effort to enhance service delivery and improve the overall experience of court users.

The engagement drew participants from Mubende High Court, Mubende Chief Magistrate's Court, and the magisterial areas of Mityana, Kyegegwa, and Kassanda, signalling a region-wide commitment to strengthening professionalism, empathy, and responsiveness in all court stations.

Facilitating the session, Justice Jamson Karemani Karemera, the Resident Judge of KibogaHigh Court Circuit, underscored the importance of cultivating an approachable and user-friendly justice system. He noted that such an environment does not only benefit the public but also promotes a more comfortable and less stressful working atmosphere for staff. He urged participants to pay close attention to expressions of dissatisfaction from court users, observing that every grievance points to a gap that must be addressed if the Judiciary is to achieve excellence.

Justice Karemani reminded participants that judicial power is derived from the people, as articulated in Article 126 of the Constitution of Uganda, and must be exercised with independence, impartiality, fairness, professionalism, transparency, accountability, and integrity. He explained that every member of staff must understand the Judiciary’s mandate, mission, and core values, as this forms the basis for recognising who the Judiciary serves and why customer care is indispensable.

While acknowledging ongoing reforms, including the establishment of more courts, the appointment of additional judicial officers, and the improvement of staff welfare, he noted that many court users still express dissatisfaction. Concerns often centre on delays, unfriendly interactions, corruption, and lack of guidance. These persistent challenges, he emphasized, demonstrate the need to treat customer care as a central component of judicial service rather than an optional add-on.

Justice Karemani explained that a court user encompasses a wide range of individuals including litigants, witnesses, victims, advocates, prosecutors, prisoners, researchers, visitors, and even staff. Every one of these individuals deservesa system that is respectful, culturally sensitive, and considerate of differences in gender, language, religion, and social background. He stressed that every staff member, from the gate to the courtroom, plays a role inshaping the public image of the Judiciary. A single negative encounter, he warned, can undermine numerous positive efforts.

He encouraged participants to recognise that many court users are unfamiliar with legal processes, which often makes them anxious or emotionally charged. Clear communication and empathy, he said, are therefore crucial. He also addressed threats that hinder approachability, including real or perceived corruption, selfishness, inflated egos, poor supervision, inadequate training, insufficient support facilities, lengthy procedures, and weak complaints-handling mechanisms.

Justice Karemani called for practical measures to enhance the user experience, including regular staff meetings, public-engagement forums, open-door approaches, and the effective use of technology and media to simplify communication. He also highlighted the importance of deliberate interventions from top management, ongoing training for judicial and non-judicial officers, holding court open days and barazas, and strengthening monitoring and supervision.

While discussing feedback mechanisms, he explained that feedback is not only a  measure of good service but also an essential tool for identifying areas needing improvement. He encouraged staff to utilize suggestion boxes, toll-freelines, WhatsApp platforms, court-user forms, CCTV monitoring, and open interaction to understand and respond to concerns. He reiterated that customer care must be treated as a non-negotiable pillar of building and sustaining public confidence in the Judiciary, noting that even a highly efficient institution cannot maintain a good reputation if complaints are ignored.

During the engagement, HW Kinobe Binega Rogers, Deputy Registrar Mubende, applauded their willingness of participants to attend. He observed that many staff members at Mubende High Court are new both to the station and to the Judiciary, making the session timely and relevant. He added that although many officers have undergone professional training, few have ever received focused guidance on customer care, yet it is central to how the public perceives the Judiciary. He encouraged participants to use the session to reflect on and correct behaviours that may have been misunderstood or overlooked.

HW Kinobe expressed gratitude for the selection of Justice Karemani as facilitator, noting that he brings a wealth of practical experience, having previously served as caretaker Judge of Mubende, former Public Relations Officer of the Judiciary, and currently head of Kiboga High Court, one of the best-performing circuits.

In his remarks, HW Ssajjabbi Noah Norbert, Chief Magistrate Mubende, emphasized the importance of communication, sharing a practical experience from his courtroom. He recounted an incident involving a litigant who became frustrated after her case was adjourned due to the absence of opposing counsel, who had gone to attend a High Court session. Once he took time to explain the situation, she calmed down and left satisfied. He noted that many frustrations among court users stem from lack of information, and urged staff to approach such situations with patience and humility. When a person comes in angry, he added, officers should respond calmly and avoid escalating tensions.

He further emphasized the need for police officers and support staff to guide court users, many of whom feel intimidated by the environment and the formal attire of officers. He expressed optimism that with renewed commitment following the engagement, customer care in the Mubende High Court Circuit would continue to improve and even surpass that of other circuits.