Download PDF - The Judiciary

State of Judiciary 2011-2012
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system will be used to track and monitor overdue judgments
and rulings. As a mechanism for enhancing performance and
capacity to monitor and evaluate, performance management
has been instituted under a fully-fledged directorate and a Director
appointed.
3.2 Office of the Judiciary Ombudsperson
Established as an accelerated grievance management
mechanism in the Office of the Chief Justice, the Office of the
Judiciary Ombudsperson receives and investigate complaints
against judicial officers by the public, and by the staff against each
other or against their employer. Since its establishment in August,
2012, the Office of the Judiciary Ombudsperson has received and
processed 9, 776 complaints. An analysis of the complaints filed
provides a reality check for the effectiveness of Judiciary services.
Nearly 50 per cent of the complaints are in connection with an
inadequate quality of service where Kenyans are unhappy with
speed, etiquette and client service. Judiciary staff’s inability to
find and deliver case files when required to one of the largest
specific source of public complaints. The Office of the Judiciary
Ombudsperson has a successful closure rate of 54 per cent (5,256)
files) on all complaints. Some 2,227 files are still open and being
processed.
The office has expanded to all court stations in the country, with
an officer assigned to receive, process and forward complaints.
Further, the office can be accessed through the Internet and the
short text message platform using the code 5834. The complaints
received in the Office of the Judiciary Ombudsperson continue to
inform engagements with stakeholders in the justice chain.
Table 3.1: Most prevalent complaints at the Office of the Judiciary
Ombudsperson
PREVALENT COMPLAINTS
1 Slow service 2331
2 Missing files 1740
3 Poor Service 1286
4 Corruption 621
5 Delayed Judgments 595