The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 pending complaints within five days following the decision of its Registrar, Segun Aina, to strengthen the Board’s complaint-resolution mechanism.
The development was disclosed in a statement issued on Sunday in Abuja by JAMB’s Acting Director, Public Affairs and Protocol, Fabian Benjamin.
According to Benjamin, Aina took the unusual step of relocating his seat to the Board’s Service Compact with All Nigerians (SERVICOM) Unit to personally understand the challenges confronting candidates and other clients.
The move, he said, was aimed at facilitating the prompt resolution of outstanding cases and improving the quality of services provided by the examination body.
Benjamin said the initiative was part of the Registrar’s Five Enduring Pillars, particularly the second pillar, “Service at Heart”, which places emphasis on delivering efficient and responsive services to candidates.
He said Aina’s presence at the SERVICOM Unit was also intended to demonstrate his commitment to using strategic communication and improved internal processes to reposition JAMB and ensure that candidates receive services commensurate with the fees they pay.
The JAMB spokesman said the Registrar had directed SERVICOM Desk Officers to take a holistic approach to complaints and resolve them promptly.
The directive, he added, had produced immediate results, with more than 5,000 pending and previously unresolved complaints addressed within five days.
The complaints covered several aspects of candidates’ interactions with the Board. Among them were difficulties in generating profile codes for candidates who had previously registered with telephone numbers they no longer had access to.
Biometric verification problems were also addressed, including genuine cases of biometric failure experienced during registration for the Unified Tertiary Matriculation Examination (UTME) and at examination centres.
Benjamin further disclosed that Aina reviewed operations under the Central Admissions Processing System (CAPS), leading to the identification and resolution of several admission-related challenges.
These included cases involving candidates who had lost their phones or SIM cards, those who changed from Direct Entry (DE) to UTME, and graduates whose names were omitted from the National Matriculation List.
Payment-related complaints that had remained unresolved were also attended to, alongside issues involving inappropriate examination venues, e-PINs, technical difficulties and problems with uploading required documents.
Other cases resolved included requests relating to changes of candidates’ names, dates of birth, states of origin and local government areas of origin.
Benjamin said the intervention reflected the Registrar’s determination to put candidates and other JAMB clients at the centre of the Board’s operations.
He added that JAMB would continue to strengthen its complaint-resolution mechanisms to ensure candidates receive timely, efficient and responsive services.
The development comes as JAMB continues efforts to improve its engagement with candidates and address administrative and technical challenges that often arise during registration, examination and admission processes.
