The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 pending complaints within five days following a directive by its Registrar, Prof. Segun Aina, to strengthen the Board’s Service Compact with All Nigerians (SERVICOM) Unit.
The initiative is part of the Registrar’s resolve to provide swift and efficient services to the Board’s clients, particularly candidates seeking admission into tertiary institutions.
In a move to gain first hand insight into the challenges confronting candidates, Prof. Aina relocated his seat to the SERVICOM Unit, where he personally reviewed the nature of complaints and monitored efforts to resolve outstanding cases.
According to a statement by the Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, the Registrar’s intervention aligns with the second of his “Five Enduring Pillars” “Service at Heart” and his commitment to leveraging strategic communication to reposition the Board and provide services commensurate with the fees paid by candidates.
Prof. Aina also directed SERVICOM Desk Officers to adopt a holistic approach to complaints and ensure that cases are addressed promptly.
The directive has already produced significant results, with more than 5,000 unresolved complaints cleared within five days.
The resolved cases covered a wide range of issues, including difficulties in generating profile codes for candidates who no longer have access to the telephone numbers used during previous registrations.
Other cases involved biometric verification failures, some of which were confirmed as genuine technical failures encountered during Unified Tertiary Matriculation Examination (UTME) registration or the examination itself.
The Registrar also reviewed operations on the Central Admissions Processing System (CAPS), where complaints included lost phones and SIM cards, candidates who changed from Direct Entry (DE) to UTME, and graduates whose names were omitted from the National Matriculation List.
The intervention further addressed payment related challenges, inappropriate examination venues, e PIN issues, technical difficulties, document upload problems and requests involving changes to names, dates of birth, states and local government areas.
The Board said the ongoing intervention underscores the Registrar’s commitment to making prompt, accessible and responsive service delivery a central feature of JAMB’s operations.
