The Judiciary has launched a comprehensive customer care training program for Judicial Officers and staff, aimed at enhancing service delivery and public trust in the justice system.
The initiative, spearheaded by the Judiciary’s Registry of Communications and Public Relations, began on Tuesday in Kasese District.
Judicial staff under the Kasese High Court Circuit were the first beneficiaries, receiving training focused on professionalism, empathy, and transparent communication.
Facilitating the session was Justice Jamson Karemani Karemera, the Resident Judge of Kiboga, who emphasized the importance of building a Judiciary that is empathetic, respectful, and accessible to the public.
“Customer care is not only about the courtroom. It starts from the court gate and continues through every interaction. We must be professional, clear, and impartial in dealing with all court users,” Justice Karemani noted.
Drawing from his experience both on the bench and as a former Judiciary Public Relations Officer, Justice Karemani encouraged the adoption of modern communication tools, such as stakeholder WhatsApp groups, to enhance feedback and transparency.
Kasese Resident Judge, Justice Lawrence Tweyanze, welcomed the initiative and urged participants to absorb the lessons for better service to the public.
He warned against behaviors that undermine customer service, especially distractions during proceedings caused by social media use.
Justice Tweyanze also encouraged court leaders to practice “Management by Walking Around” (MBWA) to understand court users’ needs better and to ensure visibility and accountability.
He reminded staff to always wear identification tags to maintain professionalism and curb impersonation.
Deputy Registrar HW Nkwansibwe Ivan echoed these sentiments, urging staff to treat every court user with empathy and respect.
“People come to court looking for justice and clarity, not more confusion or hardship,” he said.
Participants appreciated the session’s practical approach and interactive nature. They highlighted challenges affecting customer service, including staffing shortages, limited office equipment, delays in processing documents and bail refunds, and logistical constraints.
HW Abubaker Mugambe, Magistrate Grade One for Bwera and Lake Katwe, delivered a vote of thanks, commending the Judiciary for prioritizing service excellence and urging staff to remain committed to improving the institution’s public image.
The training continued on Wednesday at Bushenyi High Court, where Justice Karemani delivered a presentation titled “Making the Judicial System More Approachable and User-Friendly.”
He acknowledged ongoing reforms, such as court expansion, increased judicial appointments, and improved staff welfare but noted that public complaints about the Judiciary persist.
He called for deliberate efforts from all levels of staff to address these concerns through training, open-door policies, staff meetings, and consistent feedback systems.
“Bushenyi, you are shining. Keep shining. Do your job, love your job, and be proud of it, regardless of your position,” he told the audience.
Deputy Registrar HW Arinaitwe Gorreti emphasized the importance of delivering justice with professionalism and dignity. “It’s not just about outcomes, it’s about the experience of justice,” she said.
Chief Magistrate HW Said Barigye described the training as one of the most interactive sessions of the year and praised the Judiciary’s Communications team for fostering engagement and teamwork.
Speaking on behalf of the staff, Systems Administrator Abraham Mpairwe expressed gratitude for the practical discussions.
“We often hear these things on social media, but today we received the message face-to-face. Corruption is real, but we must be the change,” he said.
During the discussions, staff emphasized the importance of self-reflection, with one remarking, “Before attending to litigants, we must examine ourselves. Sometimes we are part of the problem.”
The training sessions are part of a wider campaign by the Judiciary to promote accountability, responsiveness, and quality service in Uganda’s justice system.
