The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 pending complaints within five days following an intervention by its Registrar, Prof. Segun Aina, to strengthen the Board’s Service Compact with All Nigerians (SERVICOM) Unit.
The development was disclosed in a statement by JAMB’s Acting Director of Public Affairs and Protocol, Fabian Benjamin, who said the initiative was aimed at providing faster and more efficient services to candidates and other clients of the Board.
Benjamin said Aina personally relocated to the SERVICOM Unit to gain first-hand knowledge of the challenges brought forward by candidates and supervise the resolution of outstanding complaints.
According to him, the move was also part of the Registrar’s second “Five Enduring Pillars”, tagged “Service at Heart”, aimed at repositioning the Board through improved service delivery and strategic communication.
Aina subsequently directed SERVICOM Desk Officers to ensure that complaints were handled promptly and comprehensively.
The statement said the directive had already yielded results, with more than 5,000 pending and unresolved complaints cleared within five days.
Among the issues resolved were difficulties encountered by candidates trying to create profile codes after registering with phone numbers they no longer had access to.
The Board also addressed biometric verification challenges, including cases confirmed as genuine biometric failures during UTME registration or examination.
Aina further reviewed operations of the Central Admissions Processing System (CAPS), resolving issues involving candidates who had lost their phones or SIM cards, those who switched from Direct Entry to UTME, and graduates omitted from the National Matriculation List.
Other complaints addressed included payment difficulties, inappropriate examination centres, e-PIN issues, technical problems and challenges with uploading documents.
The intervention also covered recurring requests for corrections to names, dates of birth, states and local government areas.
JAMB said the exercise was part of Aina’s commitment to ensuring that candidates receive services commensurate with the fees they pay and that outstanding complaints are resolved without unnecessary delays.
