The new Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has personally intervened in the agency’s complaints system. He helped resolve more than 5,000 outstanding cases within five days.
Aina temporarily moved his office to JAMB’s Service Compact with All Nigerians unit, SERVICOM, to examine candidates’ complaints first-hand and accelerate the resolution of cases that had remained pending.
The intervention, disclosed by JAMB’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, reflects the registrar’s stated emphasis on service delivery, particularly for candidates who pay for the board’s services during registration and admission processes.
Benjamin said Aina had instructed SERVICOM Desk Officers to address complaints “promptly and holistically”, rather than treating individual cases as isolated administrative problems.
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According to him, the registrar chose to work from the SERVICOM Unit so he could directly assess the difficulties candidates were experiencing and determine where delays or procedural gaps were occurring.
The complaints cleared during the exercise cut across several stages of the admission process.
Among them were cases involving candidates unable to generate profile codes because they had lost access to telephone numbers previously used for JAMB registration. Biometric verification failures recorded during the 2026 Unified Tertiary Matriculation Examination, UTME, were also examined, with genuine cases receiving attention.
Aina also reviewed complaints linked to the Central Admissions Processing System, CAPS. These included cases involving candidates who had lost their phones or SIM cards, candidates who changed from Direct Entry to UTME, and graduates whose names were missing from the National Matriculation List.
Other cases involved payment difficulties, examination venues considered inappropriate, e-PIN problems, technical faults, and failed document uploads.
Requests concerning corrections to names, dates of birth, states and local government areas of origin were also addressed.
Benjamin said the exercise was part of Aina’s “Five Enduring Pillars”, particularly the pillar titled “Service at Heart”, which places responsive service at the centre of his administration.
The scale of the intervention means that more than 5,000 candidates’ complaints have been cleared in less than a week.
Aina’s decision to work directly from the complaints desk also signals a departure from relying solely on administrative reports to understand the problems confronting candidates.
As far as JAMB candidates are concerned, the immediate significance lies in whether the accelerated handling of complaints can translate into a more responsive system beyond the five-day intervention.
