The Joint Admissions and Matriculation Board (JAMB) has disclosed that its new Registrar, Prof. Segun Aina, personally intervened to resolve more than 5,000 pending complaints within five days.
The intervention followed Aina’s decision to move his office to the Board’s Service Compact with All Nigerians (SERVICOM) Unit, where he directly reviewed complaints submitted by candidates and other JAMB clients. The Board’s Acting Director of Public Affairs and Protocol, Dr. Fabian Benjamin, disclosed this in a statement on Sunday.
Benjamin said the move formed part of Aina’s efforts to improve service delivery and make the examination body more responsive to the concerns of candidates. According to him, the Registrar has adopted “Service at Heart” as the second of five enduring pillars guiding his administration.
Aina also directed SERVICOM Desk Officers to adopt a broader approach to handling complaints, ensuring genuine cases were resolved promptly rather than allowed to accumulate. The Board said the approach resulted in the resolution of more than 5,000 outstanding complaints within five days.
The cases reviewed covered several challenges encountered by candidates during registration, examinations, admissions and other JAMB processes.
Some candidates had reported difficulties generating profile codes after losing access to telephone numbers used during previous registrations. The intervention also addressed biometric verification problems affecting candidates who experienced failures during registration or the Unified Tertiary Matriculation Examination (UTME).
Complaints relating to the Central Admissions Processing System (CAPS) were also reviewed. These included cases involving candidates who lost their phones or SIM cards, those who switched from Direct Entry to UTME and graduates whose names were absent from the National Matriculation List.
Other complaints handled during the exercise involved payment difficulties, examination venues, e-PINs and technical problems. Issues concerning the uploading of required documents were also considered.
The Board further attended to requests for corrections involving candidates’ names, dates of birth, states of origin and local government areas. Benjamin said Aina’s presence at the SERVICOM Unit allowed him to examine complaints directly and identify obstacles responsible for delays in resolving them.
The Board described the intervention as part of the Registrar’s broader effort to improve the experience of candidates and members of the public dealing with JAMB. It said the initiative would strengthen the complaint-resolution system and make the process more accessible and responsive.
The development comes as the examination body seeks to place greater emphasis on service delivery and faster resolution of challenges confronting candidates at different stages of the JAMB process.
