JAMB Chief Resolves 5,000 Grievances Within a Week, Extends Customer Service Overhaul to Exam Applicants

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By Joseph Erunke, Abuja

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The Joint Admissions and Matriculation Board (JAMB) has said its new Registrar, Prof. Segun Aina, personally intervened in the resolution of more than 5,000 pending complaints within five days.

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The development followed Aina’s decision to relocate his office to the Board’s Service Compact with All Nigerians (SERVICOM) Unit, where he reviewed complaints from candidates and other clients of the examination body.

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The Board’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, disclosed this in a statement on Sunday, saying the intervention was part of the Registrar’s efforts to improve service delivery to JAMB candidates and other clients.

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According to Benjamin, Aina has made “Service at Heart” the second of the five enduring pillars of his administration, reflecting a focus on improving the Board’s responsiveness to candidates.

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The Registrar also directed SERVICOM Desk Officers to adopt a holistic approach to complaints and ensure that genuine cases were addressed promptly instead of being allowed to accumulate.

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The Board said more than 5,000 pending complaints were consequently resolved within five days.

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The complaints covered issues encountered by candidates during registration, examination, admission and other JAMB-related processes.

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Among the cases addressed were difficulties faced by candidates trying to generate profile codes after losing access to telephone numbers used for previous registrations.

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The intervention also covered biometric verification challenges, including cases involving candidates who experienced biometric failures during registration or the Unified Tertiary Matriculation Examination (UTME).

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Aina also reviewed complaints relating to the Central Admissions Processing System (CAPS), including cases involving candidates who lost their phones or SIM cards, candidates who changed from Direct Entry (DE) to UTME, and graduates whose names were missing from the National Matriculation List.

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Other complaints resolved included payment-related issues, examination venue concerns, e-PIN challenges, technical difficulties and problems relating to the uploading of documents.

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The Board also attended to requests involving corrections to names, dates of birth, states of origin and local government areas.

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Benjamin said the Registrar’s presence at the SERVICOM Unit enabled him to directly review complaints and identify issues affecting their resolution.

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The exercise, according to the Board, is part of Aina’s broader efforts to improve the experience of candidates and other members of the public who interact with JAMB.

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The Board said the intervention would support efforts to make its complaint-resolution process more responsive and accessible to candidates.

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