The Joint Admissions and Matriculation Board has resolved more than 5,000 pending complaints from candidates within five days.
The development followed the intervention of the newly appointed JAMB Registrar, Prof. Segun Aina, who personally moved to the Board’s SERVICOM Unit to address candidates’ complaints. Aina’s move is part of his plan to improve service delivery at JAMB. He also wants the Board to respond faster to candidates facing difficulties with its services.
Aina takes complaints to frontline
A statement by JAMB’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, said Aina directed SERVICOM Desk Officers to handle complaints promptly and comprehensively. Benjamin said the move would strengthen JAMB’s relationship with candidates and other clients. He added that the Registrar wanted services provided by the Board to match the fees paid by candidates.
Rather than wait for reports from officials, Aina moved his seat to the SERVICOM Unit. This allowed him to see the problems candidates were facing and identify complaints that required urgent attention. The Board said the intervention also supports the second of Aina’s “Five Enduring Pillars”, known as “Service at Heart”. The pillar places responsive and efficient service delivery at the centre of his administration.
JAMB tackles profile code, biometric issues
Among the complaints resolved were problems with generating JAMB profile codes. Some candidates could not generate the codes because they no longer had access to telephone numbers used during their previous registrations. The intervention also covered biometric verification problems. This included genuine biometric failures recorded during the 2026 Unified Tertiary Matriculation Examination registration and examination.
Aina also reviewed complaints involving the Central Admissions Processing System. Officials addressed cases involving candidates who lost their phones or SIM cards, as well as those who changed from Direct Entry to UTME. The review also covered graduates whose names were missing from the National Matriculation List.
Payment and document issues resolved
Other complaints handled by the SERVICOM Unit included payment difficulties, inappropriate examination venues and e-PIN problems. The team also attended to technical glitches and difficulties with document uploads. Candidates seeking changes to their names, dates of birth, states and local government areas of origin also received attention.
JAMB said Aina and the SERVICOM staff worked together to resolve several complaints that had remained pending.
“The Registrar also extended his scrutiny to the operations of the Central Admissions Processing System (CAPS), where challenges identified included cases of candidates losing their phones, SIMs, candidates that converted from DE to UTME as well as those omitted from the National Matriculation List after graduation.”
The statement said the team also resolved payment problems and other recurring issues affecting candidates.
“Additionally, Prof. Aina and the SERVICOM staff also swiftly resolved some hitherto-intractable payment issues, cases of inappropriate venues, e-PINs, technical issues, problems associated with upload of documents, and other recurring issues such as change of name, birth, State or Local Government, among others,” the statement read.
The Board said the intervention reflects Aina’s focus on improving its services and making it easier for candidates to resolve admission and examination-related problems. The development comes as JAMB continues efforts to improve its service delivery under the new Registrar.
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