The Registrar, Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has resolved more than 5,000 pending complaints within five days, in a bid to improve service delivery to candidates.
This is disclosed in a statement issued on Sunday in Abuja by the Acting Director, Public Affairs and Protocol, JAMB, Fabian Benjamin.
Benjamin said the development followed Aina’s decision to strengthen the Board’s Service Compact with All Nigerians (SERVICOM) Unit to ensure the prompt resolution of outstanding complaints.
He said the Registrar had relocated his seat to the SERVICOM Unit to gain first-hand knowledge of the nature of services being sought by candidates and other clients and to facilitate the resolution of pending cases.
According to him, the move is in line with the Registrar’s Five Enduring Pillars, particularly the second pillar, “Service at Heart”.
He added that the Registrar’s move was to ensure his commitment to leveraging strategic communication to reposition the Board and deliver services commensurate with the fees paid by candidates.
He noted that Aina had directed SERVICOM Desk Officers to address complaints holistically and promptly.
Benjamin said the directive had already begun to yield positive results, with more than 5,000 pending and unresolved complaints addressed within five days.
He said the complaints covered a wide range of issues, including difficulties in creating profile codes by candidates who had previously registered with telephone numbers to which they no longer had access.
He added that biometric verification challenges were also addressed, including genuine cases of biometric failures encountered during the Unified Tertiary Matriculation Examination (UTME) registration or examination.
He further said that the Registrar also scrutinised the operations of the Central Admissions Processing System (CAPS), where issues relating to lost phones and SIM cards, candidates who converted from Direct Entry (DE) to UTME, and candidates omitted from the National Matriculation List after graduation were identified and addressed.
He also noted that some previously unresolved payment-related issues were swiftly resolved, alongside complaints concerning inappropriate examination venues, e-PINs, technical challenges and difficulties with the uploading of documents.
According to him, other recurring complaints relating to changes of name, date of birth, state and local government of origin were also addressed.
The acting director said the initiative underscored the Registrar’s commitment to placing candidates and other clients at the centre of the Board’s operations.
He said JAMB would continue to strengthen its complaint-resolution mechanisms to ensure that candidates received timely and efficient services.
