Segun Aina, registrar of the Joint Admissions and Matriculation Board (JAMB), has resolved more than 5,000 pending complaints within five days as part of efforts to improve service delivery to candidates seeking admission into tertiary institutions.
According to a statement by Fabian Benjamin, JAMB’s acting director of public affairs and protocol, Aina strengthened the board’s service compact with All Nigerians (SERVICOM) unit to address outstanding complaints.
The registrar also relocated his office to the SERVICOM unit to gain first-hand knowledge of the challenges faced by candidates and other JAMB clients.
Benjamin said the development is part of Aina’s agenda for the board, particularly the second of his “five enduring pillars”, which focuses on putting service at the heart of JAMB’s operations.
He said the JAMB registrar also directed SERVICOM desk officers to handle complaints holistically and resolve them promptly.
Fabian said more than 5,000 pending and unresolved complaints had been addressed within five days of the directive.
According to him, the complaints covered several categories, including difficulties creating profile codes for candidates who had previously registered with phone numbers they no longer had access to.
Other cases involved biometric verification problems, including genuine biometric failures encountered during the unified tertiary matriculation examination (UTME) registration or examination.
Aina also reviewed operations of the central admissions processing system (CAPS), where officials identified challenges involving candidates who had lost their phones or SIM cards.
He also addressed cases involving candidates who changed from direct entry (DE) to UTME, as well as graduates omitted from the national matriculation List.
Other complaints resolved included payment difficulties, inappropriate examination venues, e-PIN issues, technical problems and challenges uploading documents.
Cases involving changes to candidates’ names, dates of birth, states and local government areas were also addressed.
The board said the initiative was aimed at improving efficiency and ensuring that candidates receive services commensurate with the fees they pay.
Aina had earlier unveiled a five-year strategic plan, “JAMB 2031: Building trust, reducing trauma”, outlining reforms focused on strengthening the board’s operations, improving service delivery and rebuilding stakeholder confidence.
