By Uche Amunike
The JAMB Registrar complaint handling process has received a major boost after the new Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, personally intervened in the resolution of more than 5,000 pending complaints within five days.
Aina took the unusual step of relocating his office to the Board’s Service Compact with All Nigerians (SERVICOM) Unit, where he personally reviewed complaints submitted by candidates and other members of the public.
The Board’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, disclosed this in a statement on Sunday, describing the intervention as part of the Registrar’s efforts to improve service delivery and make JAMB more responsive to the needs of its candidates.
According to Benjamin, Aina has adopted ‘Service at Heart’ as the second of the five enduring pillars of his administration, highlighting his commitment to putting candidates and other clients at the centre of the Board’s operations.
The Registrar also directed SERVICOM Desk Officers to adopt a more holistic approach to complaints, stressing the need to resolve genuine cases promptly rather than allowing them to pile up.
Following the directive, more than 5,000 pending complaints were reportedly resolved within five days.
The complaints covered a wide range of challenges encountered by candidates during registration, examinations, admission processes and other interactions with JAMB.
Some of the cases involved candidates who were unable to generate profile codes after losing access to the telephone numbers they had used during previous registrations.
The intervention also addressed biometric verification problems, including cases involving candidates who experienced biometric failures during registration or the Unified Tertiary Matriculation Examination (UTME).
Complaints concerning the Central Admissions Processing System (CAPS) were also reviewed. These included cases involving candidates who had lost their phones or SIM cards, those who changed from Direct Entry (DE) to UTME, and graduates whose names were missing from the National Matriculation List.
Other complaints handled during the exercise included payment-related difficulties, examination venue concerns, e-PIN issues, technical problems and challenges associated with uploading required documents.
Candidates seeking corrections to personal information were also attended to. These included requests involving names, dates of birth, states of origin and local government areas.
According to Benjamin, Aina’s decision to work directly from the SERVICOM Unit allowed him to personally examine outstanding complaints, identify bottlenecks and better understand the challenges preventing some cases from being resolved.
The development is expected to strengthen the Board’s approach to complaint management and improve the experience of candidates who require assistance from JAMB.
The Registrar’s intervention also signals a shift towards more direct engagement with candidates, particularly at a time when many applicants rely on JAMB for critical processes linked to tertiary admission.
For candidates, the move could make it easier for genuine complaints to receive attention without remaining unresolved for extended periods.
The Board stated that the exercise forms part of Aina’s broader efforts to improve its service delivery and create a more responsive system for candidates and other members of the public.
With more than 5,000 complaints cleared in just five days, the JAMB Registrar complaint handling initiative has provided an early indication of the Registrar’s focus on resolving candidate concerns and making the Board’s services more accessible.
