The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 pending complaints within five days after Registrar, Prof. Segun Aina, moved to strengthen the Board’s complaint-resolution system and placed greater emphasis on direct engagement with candidates.
The development was disclosed by JAMB’s Acting Director, Public Affairs and Protocol, Fabian Benjamin, in a statement issued in Abuja on Sunday.
According to Benjamin, Aina relocated to the Board’s Service Compact with All Nigerians (SERVICOM) Unit to gain first-hand insight into the difficulties candidates and other clients were experiencing and to facilitate the resolution of outstanding cases.
The move forms part of the Registrar’s five enduring pillars, particularly the second pillar, “Service at Heart,” which seeks to make candidate service and responsiveness a central part of JAMB’s operations.
Benjamin said Aina had directed SERVICOM desk officers to approach complaints comprehensively and resolve them promptly rather than allowing cases to remain outstanding.
He said the directive had already produced results, with more than 5,000 pending and unresolved complaints addressed within five days.
The cases covered several areas of JAMB’s registration, examination and admission processes.
Among them were complaints from candidates who could not generate profile codes because they had previously registered with telephone numbers they could no longer access.
Biometric verification difficulties were also addressed, including cases involving genuine biometric failures encountered during UTME registration or examination.
Benjamin said the intervention also extended to issues arising from the Central Admissions Processing System (CAPS), including cases involving candidates who had lost access to their phones or SIM cards, candidates who changed from Direct Entry to UTME and graduates whose names were missing from the National Matriculation List.
Other cases resolved involved payment-related problems, e-PIN issues, unsuitable examination venues, technical difficulties and challenges associated with uploading required documents.
Complaints involving corrections to personal information, including names, dates of birth, states of origin and local government areas, were also among those considered.
JAMB said the approach was intended to place candidates and other users of its services at the centre of the Board’s operations and improve the speed with which complaints are handled.
The development comes as JAMB continues to manage a large volume of interactions with candidates across its registration, examination and admission processes, where unresolved technical and administrative issues can affect candidates’ ability to complete key stages of the tertiary admission process.
Benjamin said the Board would continue to strengthen its complaint-resolution mechanisms to ensure that candidates receive timely and efficient services.
