JAMB Resolves Over 5,000 Complaints In Five Days

The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 pending complaints within five days as the Registrar, Prof. Segun Aina, moved 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 swift and efficient service to candidates and other clients of the Board.

Benjamin said the Registrar personally relocated to the SERVICOM Unit to gain first-hand knowledge of the challenges brought forward by candidates and oversee the resolution of outstanding complaints.

The move, according to him, was also linked to the second of Aina’s “Five Enduring Pillars”, tagged “Service at Heart”, as part of efforts to reposition the Board through improved service delivery and strategic communication.

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The Registrar subsequently directed SERVICOM Desk Officers to ensure that complaints were handled holistically and promptly.

The statement said the directive had already produced results, with over 5,000 pending and unresolved complaints cleared within five days.

The resolved cases covered several areas, including difficulties in creating profile codes by candidates who had previously registered with phone numbers they no longer had access to.

The Board also addressed biometric verification problems, including cases identified as genuine biometric failures during UTME registration or the examination.

Aina also reviewed operations of the Central Admissions Processing System (CAPS), where issues involving candidates who lost their phones or SIM cards, those who changed from Direct Entry to UTME and graduates omitted from the National Matriculation List were addressed.

Other complaints resolved included payment difficulties, inappropriate examination venues, e-PIN issues, technical challenges and problems with uploading documents.

The intervention also covered recurring requests involving changes to names, dates of birth, states and local government areas.

The Board said the exercise forms part of Aina’s commitment to ensuring that candidates receive services commensurate with the fees paid and that outstanding complaints are addressed without unnecessary delays.