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The Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has cleared more than 5,000 pending complaints from candidates and other clients of the Board in just five days.
The complaints covered several challenges faced by candidates before, during and after the conduct of the Unified Tertiary Matriculation Examination (UTME).
Among them were difficulties in generating profile codes by candidates who had previously registered with telephone numbers they no longer had access to.
Cases involving biometric verification failures were also reviewed, with some identified as genuine failures that occurred during UTME registration or the examination.
JAMB’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, in a statement on Sunday, said Aina achieved the feat after relocating to the Board’s Service Compact with All Nigerians (SERVICOM) Unit to personally examine complaints and identify ways of resolving them promptly.
Aina said the move was part of the administration’s drive to improve service delivery and ensure that candidates receive services commensurate with the fees they pay.
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He also directed SERVICOM Desk Officers to treat complaints holistically and ensure their prompt resolution. “The directive has already yielded results, with over 5,000 pending and unresolved complaints reportedly cleared within five days,” he said.
Aina also examined complaints relating to the Central Admissions Processing System (CAPS), including cases involving candidates who lost their phones or SIM cards, those who converted from Direct Entry (DE) to UTME, and graduates whose names were missing from the National Matriculation List.
“The intervention further addressed payment difficulties, inappropriate examination venues, e-PIN challenges, technical problems and difficulties uploading required documents. Other recurring complaints, including changes of name, date of birth, state of origin and local government area, were also resolved.”
The JAMB spokesman said the development reflected the Registrar’s determination to reposition the Board through improved service delivery and strategic communication.
According to him, the Registrar’s direct involvement in the complaint-resolution process demonstrated his commitment to ensuring that candidates and other JAMB clients received timely and effective services.
The Board said the exercise would be sustained as part of efforts to strengthen its complaint-resolution mechanism and reduce bureaucratic bottlenecks confronting candidates.
