The Registrar, Joint Admissions and Matriculation Board, JAMB, Professor Segun Aina has resolved more than 5,000 pending complaints within five days, in a bid to improve service delivery to candidates.
JAMB’s Acting Director, Public Affairs and Protocol, Dr Fabian Benjamin, disclosed this in a statement issued on Sunday in Abuja.
Dr.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.”
“The directive had already begun to yield positive results, with more than 5,000 pending and unresolved complaints addressed within five days,” Dr Benjamin said.
According to him, 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.
Dr Benjamin said 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 the Registrar had 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 to UTME, and candidates omitted from the National Matriculation List after graduation were identified and addressed.
Dr Benjamin said some previously unresolved payment-related issues were also swiftly resolved, alongside complaints concerning inappropriate examination venues, e-PINs, technical challenges and difficulties with uploading documents.
He said that “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 Aina had relocated to the SERVICOM Unit to gain first-hand knowledge of the services being sought by candidates and other clients and facilitate the resolution of pending cases.
Dr Benjamin explained that the move was part of the Registrar’s commitment to leveraging strategic communication to reposition the Board and deliver services commensurate with the fees paid by candidates.
He said JAMB would continue to strengthen its complaint-resolution mechanisms to ensure that candidates received timely and efficient services
