The Joint Admissions and Matriculation Board (JAMB) says it has resolved more than 5,000 pending complaints within five days, following an intervention by its newly appointed Registrar, Prof. Segun Aina.
The complaints, according to the Board, covered a range of problems confronting candidates, including biometric verification failures, profile-code difficulties, Central Admissions Processing System (CAPS) issues, payment and e-PIN problems, inappropriate examination venues and difficulties uploading documents.
Other cases involved candidates who had lost access to phones or SIM cards used during registration, candidates who changed from Direct Entry (DE) to UTME, as well as graduates omitted from the National Matriculation List.
The development comes against the backdrop of Aina’s stated commitment to reducing the difficulties and trauma experienced by candidates in their dealings with JAMB.
As part of the intervention, the Registrar relocated to the Board’s SERVICOM Unit to personally review complaints and directed desk officers to address cases promptly and holistically.
JAMB said the exercise also addressed cases involving changes to candidates’ names, dates of birth, states and local government areas.
Aina’s intervention is linked to his agenda for the Board, which includes what he described as five enduring pillars, one of which is “Service at Heart.”
JAMB said the Registrar’s decision to strengthen the SERVICOM Unit was intended to improve the handling of complaints and ensure candidates receive services commensurate with the fees they pay.
JAMB’s Acting Director of Public Affairs and Protocol, Dr. Fabian Benjamin, disclosed the development in a statement.
“As part of efforts at delivering on his resolve to provide swift and efficient service to the Board’s clients particularly, candidates desirous of tertiary education, the Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has strengthened the Board’ Service Compact with All Nigerians (SERVICOM) Unit to resolve all pending cases of complaints,” the statement noted.