To enhance the efficiency of complaints management within the Office of the Director of Public Prosecutions (ODPP), a sensitization meeting was convened for prosecutors and investigators in Mukono Region.
The meeting, hosted by the Complaints Management Office, aimed to familiarize participants with the processes involved in managing complaints, file movement, and customer care within the ODPP.
Led by Ms. Emily Ninsiima, the Acting Regional Officer of Mukono, the meeting welcomed attendees and emphasized the significance of the engagement, particularly for newly appointed State Attorneys in the region.
Highlighting the importance of standardization, the Complaints Management Team, comprising Asst. DPP Faith Turumanya, CSA Fatina Nakafeero, and SSA David Baxter Bakibinga, outlined key practices for handling complaints uniformly across all ODPP field stations.
These practices included: Opening multiple complaints files corresponding to various police stations feeding into the RSA/RSP field station, assigning numbers to complaints and documenting decisions and status updates within the files and attaching copies of complaints to police files before allocation to a case officer, among other procedures.
During the meeting, challenges specific to the region were addressed through shared experiences and collaborative problem-solving.
Additionally, the Complaints Management Team distributed brochures and the ‘Report on Review of Case File Movement and Complaints Management System in ODPP’ to all participants, providing valuable resources for ongoing improvement.
The sensitization meeting served as a platform for enhancing the effectiveness and consistency of complaints management practices within the ODPP, contributing to its mission of upholding justice and accountability.
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