The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 pending and unresolved complaints within five days as the Registrar, Prof. Segun Aina, moved to strengthen the Board’s Service Compact with Nigerians (SERVICOM) unit.
The initiative is part of Aina’s efforts to provide swift and efficient services to the Board’s clients, particularly candidates seeking admission into tertiary institutions, the examination body stated.
The Registrar also relocated his seat to the SERVICOM Unit to personally assess the nature of complaints being received and oversee efforts to resolve outstanding cases.
In a statement by the Acting Director, Public Affairs and Protocol, Dr Fabian Benjamin, in Abuja at the weekend, JAMB said the move was in line with the second of Aina’s “Five Enduring Pillars”, which is “Service at Heart”.
The Registrar also directed SERVICOM desk officers to address complaints holistically and promptly, stressing the need for the Board to provide services commensurate with the fees paid by its clients.
The directive, he said, has already begun to yield results, with more than 5,000 pending complaints resolved within five days.
The cases addressed covered several categories, including difficulties encountered by candidates trying to create profile codes after losing access to the telephone numbers used during previous registrations.
The intervention, the statement said, also covered biometric verification challenges, including cases identified as genuine biometric failures during the Unified Tertiary Matriculation Examination (UTME) registration or examination.
Aina also scrutinised the operations of the Central Admissions Processing System (CAPS), where several challenges were identified and resolved.
These included cases involving candidates who had lost their phones or SIM cards, candidates who converted from Direct Entry (DE) to UTME, as well as graduates whose names were omitted from the National Matriculation List.
According to the statement, other complaints resolved involved payment difficulties, inappropriate examination venues, e-PIN issues, technical problems and challenges associated with the uploading of documents.
The intervention, JAMB said, also addressed recurring requests involving changes to candidates’ names, dates of birth, states of origin and local government areas, among other issues.
JAMB said the Registrar’s direct involvement in the SERVICOM process was aimed at ensuring that complaints were not merely received but comprehensively addressed within the shortest possible time.
Kuni Tyessi
