The Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has resolved more than 5,000 pending complaints within five days as part of measures to strengthen service delivery and improve the experience of candidates seeking admission into tertiary institutions.

The development followed the Registrar’s decision to personally relocate to the Board’s Service Compact with All Nigerians (SERVICOM) Unit, where he undertook a first-hand assessment of the complaints and challenges confronting candidates and other stakeholders.

The move, according to the Board, is in line with Prof. Aina’s agenda of repositioning JAMB through his “Five Enduring Pillars”, particularly the second pillar, “Service at Heart,” which emphasises responsive, efficient and people-centred service delivery.

Prof. Aina also directed SERVICOM Desk Officers to adopt a holistic approach to handling complaints, ensuring that issues brought before the Board are addressed promptly and effectively.

The directive has already produced significant results, with over 5,000 previously pending and unresolved complaints reportedly cleared within five days.

The complaints covered a wide range of issues affecting candidates, including difficulties in generating profile codes for candidates who had previously registered with telephone numbers they no longer had access to.

Biometric verification challenges were also addressed, particularly cases identified as genuine biometric failures encountered during the Unified Tertiary Matriculation Examination (UTME) registration or examination processes.

The Registrar further reviewed operations around the Central Admissions Processing System (CAPS), where several challenges were identified and resolved.

These included cases involving candidates who had lost their phones or SIM cards, candidates who converted from Direct Entry (DE) to UTME, as well as cases involving candidates whose names were omitted from the National Matriculation List after graduation.

Other complaints resolved included payment-related difficulties, inappropriate examination venues, e-PIN challenges, technical problems, difficulties with the uploading of documents, and requests relating to changes of name, date of birth, state of origin and local government area.

The development underscores the Board’s renewed emphasis on responsive service delivery and direct engagement with candidates, particularly in resolving issues capable of frustrating their admission processes.

The JAMB management said the ongoing intervention is part of broader efforts to ensure that candidates receive services commensurate with the fees they pay and that avoidable administrative challenges do not constitute barriers to accessing tertiary education.

The Board’s Ag. Director, Public Affairs and Protocol, Dr. Fabian Benjamin, disclosed the development in a statement on the Registrar’s intervention at the SERVICOM Unit.