Experiência com a justiça: Uma análise sobre confiança e percepções dos usuários do judiciário Baiano

Abstract

This research aims to investigate the level of trust of citizens in the Judiciary, seeking to understand the reasons why such institution is considered trustworthy or not, analyzing feelings, sensations, beliefs and values that make up the popular imagination about the Judiciary. For this purpose, they were chosen in depth with 12 citizens who have already gone to court to understand their experiences and perceptions about the institution. The construction of the script of the sources and the formulated hypothesis was based on a theory of procedural justice (TYLER) (or procedural justice, not original) that advocates a positive experience of the public before justice, especially in relation to the interpersonal relationship with authorities, in which they were treated with respect and dignity, impacts their perceptions and comments about the Judiciary, thus tending to trust the authorities more, cooperate with them and understand them as legitimate. The survey results reveal several aspects considered important by users of the judiciary system: feeling listened to, treated well, respected, that their case was given due attention and that there was no fluid, understandable and transparent communication. It can be seen, therefore, that to improve the perspective of citizens before the Judiciary and, consequently, the trust placed in the institution, it is not necessary to focus solely on carrying out major, costly and bureaucratic reforms - even though they are also important -, but it remains that changes in communication and the way people are treated have an extremely positive effect on their perceptions of justice.