The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 complaints in five days following direct intervention by its newly appointed Registrar, Prof. Segun Aina
Aina reportedly relocated to the Board’s SERVICOM Unit to personally monitor and address complaints from candidates facing difficulties with registration, examination processes and admission related services The move forms part of his administration’s focus on improving service delivery to JAMB candidates
The intervention is expected to strengthen JAMB’s relationship with candidates while ensuring that complaints are handled promptly, particularly as thousands of applicants continue to navigate the admission process into Nigerian tertiary institutions
JAMB Resolves Over 5,000 Candidate Complaints
According to a statement issued by JAMB’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, more than 5,000 pending complaints were resolved within five days after the Registrar directed the SERVICOM Unit to address candidates’ grievances comprehensively
Rather than relying solely on reports from officials, Prof. Aina moved his seat to the SERVICOM Unit to gain first hand knowledge of the challenges candidates were experiencing
The Registrar also instructed SERVICOM Desk Officers to treat complaints holistically and ensure that issues are resolved without unnecessary delays
JAMB Registrar Focuses on Service Delivery
The intervention is linked to the second of Prof. Aina’s “Five Enduring Pillars,” known as “Service at Heart
The pillar places responsive, efficient and candidate focused service delivery at the center of the Registrar’s administration
JAMB said the approach is also aimed at ensuring that the quality of services provided to candidates is commensurate with the fees they pay for the Board’s services
Issues Resolved by JAMB SERVICOM Unit
- Several issues affecting candidates were reportedly addressed during the five day intervention
Profile Code and Telephone Number Challenges
Some candidates experienced difficulties generating profile codes because the telephone numbers previously used during JAMB registration were no longer accessible to them
The intervention helped address such cases and provided solutions for affected candidates
Biometric Verification Problems
JAMB also attended to biometric verification challenges, including cases involving candidates whose biometric failures during the 2026 UTME registration and examination were confirmed to be genuine
The resolution of these cases could provide relief for candidates who experienced difficulties with biometric authentication.
CAPS and Admission Related Complaints
The Registrar also examined complaints connected to the Central Admissions Processing System (CAPS)
Issues identified included cases involving candidates who had lost their phones or SIM cards, applicants who converted from Direct Entry to UTME, and graduates whose names were missing from the National Matriculation List
These issues can affect candidates’ admission and academic documentation, making timely intervention particularly important
Other JAMB Complaints Resolved
The SERVICOM intervention also addressed several technical and administrative complaints submitted by candidates
Among the issues reportedly resolved were:
- Payment difficulties
- Inappropriate examination venues
- JAMB e PIN problems
- Technical glitches
- Document upload challenges
- Change of name requests
- Date of birth corrections
- State of origin changes
- Local Government Area changes
The development highlights the range of challenges candidates encounter while accessing JAMB’s registration, examination and admission related services
What JAMB’s New Approach Means for Candidates
Prof. Aina’s decision to personally monitor the complaint resolution process signals a stronger emphasis on direct engagement with candidates
By moving to the SERVICOM Unit, the Registrar was able to observe complaints first-hand and understand recurring challenges affecting candidates
For prospective students, faster resolution of such issues could reduce delays and uncertainty during JAMB registration, UTME and the admission process
JAMB’s latest intervention also comes at a critical period as candidates continue to monitor their admission status and resolve issues that could affect their progression into tertiary institutions
Leave a Reply