New JAMB Registrar Clears 5,000 Complaints In 5 Days

New registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has cleared about 5,000 complaints within his first five days in office.

He pledged to improve service delivery to candidates and other stakeholders.

As part of the efforts to deliver on his resolve, Aina has strengthened the Board’s Service Compact with All Nigerians (SERVICOM) Unit to resolve all pending complaints.

The registrar, according to a press statement by Dr Fabian Benjamin,  acting director, Public Affairs and Protocol yesterday, wasted no time in relocating his seat to the SERVICOM Unit to have first-hand experience of the nature of services being sought towards addressing all outstanding complaints.

“The passion attached to this may not be unconnected to the second item on his agenda, termed ‘Five Enduring Pillars’, which is ‘Service at Heart’, along with his determination to leverage strategic communications towards repositioning the Board and delivering service commensurate with fees paid.

“The registrar directed that, in addition to this, SERVICOM desk officers are to address complaints holistically and promptly.

“Already, this directive has started to yield the desired effect, as over 5,000 pending and unresolved complaints were resolved within the space of five days,” Benjamin said.

He said the problems addressed were in different categories and ranged from issues such as difficulties in creating profile codes by candidates who had previously registered with a particular phone number, which they no longer had access to.

Others were candidates with biometric verification issues, some of which were identified as genuine cases of biometric failures either during the UTME registration or examination exercise.

According to Fabian, 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 and SIMs, candidates who converted from DE to UTME, as well as those omitted from the National Matriculation List after graduation.

“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 the upload of documents, and other recurring issues such as change of name, date of birth, State or Local Government, among others.”