The Joint Admissions and Matriculation Board, JAMB, says its new Registrar, Prof. Segun Aina, personally intervened to ensure more than 5,000 pending complaints were resolved within five days. The development followed Aina’s decision to relocate his office to the Board’s Service Compact with All Nigerians, SERVICOM, Unit.
The move allowed the Registrar to directly review complaints submitted by candidates and other users of JAMB’s services. The Board’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, disclosed this in a statement on Sunday. Benjamin said the intervention was part of the Registrar’s efforts to make the examination body more responsive to the needs of candidates and other members of the public.
According to him, Aina has adopted “Service at Heart” as the second of five enduring pillars guiding his administration. The Registrar also directed SERVICOM Desk Officers to take a comprehensive approach to complaints and ensure genuine cases were handled promptly. As a result, more than 5,000 outstanding complaints were reportedly resolved within five days.
The JAMB complaints resolved during the exercise involved difficulties encountered at different stages of candidates’ interaction with the Board. These included registration, examinations, admission and other administrative processes. Among the cases reviewed were complaints from candidates who could not generate profile codes after losing access to telephone numbers used during previous registrations.
The intervention also addressed biometric verification problems. Some affected candidates had reportedly experienced biometric failures during registration or the Unified Tertiary Matriculation Examination, UTME. Aina also reviewed complaints involving the Central Admissions Processing System, CAPS. These included cases involving candidates who lost their phones or SIM cards, as well as candidates who switched from Direct Entry, DE, to UTME.
Complaints from graduates whose names were missing from the National Matriculation List were also considered. Other cases involved payment difficulties, examination venue issues, e-PIN problems and technical challenges. The Board also handled complaints relating to the uploading of required documents. Requests for corrections to candidates’ names, dates of birth, states of origin and local government areas were equally reviewed.
Benjamin said the Registrar’s decision to work directly from the SERVICOM Unit gave him an opportunity to examine complaints personally and identify obstacles delaying their resolution. The Board said the exercise forms part of Aina’s broader efforts to improve the experience of candidates and other members of the public. The latest JAMB complaints resolved exercise is expected to strengthen the Board’s complaint-handling system and make the process more accessible to candidates.
JAMB said the intervention reflects its renewed emphasis on prompt service delivery and responsiveness to genuine complaints. The Board added that the approach would help prevent unresolved cases from accumulating and ensure candidates receive timely assistance when they encounter challenges with JAMB services.
