By Ngozi Nwankwo
Registrar of the Joint Admissions and Matriculation Board, JAMB, Prof. Segun Aina, has resolved over 5,000 pending complaints in five days following the strengthening of the Board’s SERVICOM Unit.
The Registrar took the decision as part of efforts to deliver swift and efficient service to candidates and other clients seeking tertiary admission.
According to a statement by JAMB’s Ag. Director of Public Affairs and Protocol, Dr. Fabian Benjamin, Prof. Aina relocated his office to the SERVICOM Unit to have first-hand experience of the services being rendered and to ensure all outstanding complaints were addressed.
The move is in line with the second pillar of his “Five Enduring Pillars” agenda tagged “Service at Heart”, which focuses on leveraging strategic communication to reposition the Board and deliver service commensurate with fees paid.
The Registrar directed SERVICOM Desk Officers to address complaints holistically and promptly.
Within five days of the directive, the Unit resolved over 5,000 pending cases across different categories.
They include difficulties with profile code creation by candidates who no longer have access to previously used phone numbers; biometric verification issues identified during UTME registration or examination; and challenges on the Central Admissions Processing System, CAPS.
Other cases addressed were candidates who lost phones and SIM cards, Direct Entry to UTME conversions, candidates omitted from the National Matriculation List after graduation, payment issues, inappropriate examination venues, e-PIN problems, technical glitches, document upload failures, and requests for change of name, date of birth, state or local government.
Aina reaffirmed the Board’s commitment to improving service delivery and ensuring candidates get prompt resolution to their complaints.
