Abuja: 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.
According to News Agency of Nigeria, this was disclosed in a statement issued on Sunday in Abuja by the Acting Director, Public Affairs and Protocol, JAMB, Fabian Benjamin. Benjamin stated that 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.
Benjamin explained that 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. The move aligns with the Registrar’s Five Enduring Pillars, particularly the second pillar, ‘Service at Heart’, aiming to leverage strategic communication to reposition the Board and deliver services commensurat
e with the fees paid by candidates.
The Registrar’s directive to SERVICOM Desk Officers emphasized addressing complaints holistically and promptly. This approach has already yielded positive results, with more than 5,000 pending and unresolved complaints addressed within five days. 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.
Biometric verification challenges, including genuine cases of biometric failures during the Unified Tertiary Matriculation Examination (UTME) registration or examination, were also resolved. Additionally, the Registrar scrutinized the operations of the Central Admissions Processing System (CAPS), addressing issues such as lost phones and SIM cards, candidates converting from Direct Entry (DE) to UTME, and candidates omitted from the National Matriculation List after graduation.
Payment-related issues, inappropriate examination venues
, e-PINs, technical challenges, and difficulties with document uploading were swiftly addressed. Other recurring complaints related to changes of name, date of birth, state, and local government of origin were also resolved.
The initiative underscores the Registrar’s commitment to placing candidates and other clients at the center of the Board’s operations. JAMB intends to continue strengthening its complaint-resolution mechanisms to ensure that candidates receive timely and efficient services.