The Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has resolved more than 5,000 pending complaints within five days as part of efforts to improve service delivery to candidates and other stakeholders of the Board.
According to Fabian Benjamin, the Acting Director, Public Affairs and Protocol, JAMB in a Statement, Aina, who is determined to reposition the Board and provide swift and efficient services to candidates seeking admission into tertiary institutions, relocated his office to the Board’s Service Compact with All Nigerians (SERVICOM) Unit to personally assess and address outstanding complaints.
The move, according to the Board, was aimed at giving the Registrar first-hand insight into the challenges confronting candidates and ensuring that issues requiring administrative intervention were resolved promptly.
The initiative is also in line with one of the Registrar’s “Five Enduring Pillars”, tagged “Service at Heart,” which underscores his commitment to placing service delivery at the centre of the Board’s operations.
The Registrar further directed SERVICOM Desk Officers to adopt a holistic and prompt approach to the resolution of complaints, particularly those that have remained unresolved for extended periods.
The directive has already yielded significant results, with more than 5,000 pending complaints reportedly resolved within five days.
The complaints cut across several areas of the Board’s operations. Among them were difficulties experienced by candidates attempting to generate profile codes with telephone numbers previously used for registration but to which they no longer had access.
Other cases involved biometric verification challenges. Some of these were established to be genuine biometric failures encountered by candidates during the Unified Tertiary Matriculation Examination (UTME) registration or examination.
Aina also personally scrutinised operations relating to the Central Admissions Processing System (CAPS), where a number of challenges affecting candidates were identified and addressed.
These included cases involving candidates who had lost their phones or SIM cards, candidates who changed their examination status from Direct Entry (DE) to UTME, as well as graduates whose names were omitted from the National Matriculation List.
The intervention also led to the resolution of payment-related challenges that had previously proved difficult to address, as well as complaints concerning inappropriate examination venues, e-PINs, technical difficulties and the uploading of required documents.
Other recurring issues resolved included requests relating to changes in candidates’ names, dates of birth, states of origin and local government areas.
The Board said the Registrar’s direct engagement with the SERVICOM Unit was part of a broader strategy to strengthen its complaint-resolution mechanism and ensure that candidates receive services commensurate with the fees they pay.
The initiative further reflects the Registrar’s emphasis on strategic communication and responsive administration as key components of his agenda to reposition JAMB and improve public confidence in its services.
