JAMB Resolves Over 5,000 Candidate Complaints in Five Days

The Joint Admissions and Matriculation Board (JAMB) has resolved more than 5,000 complaints from candidates within five days following a major intervention by its newly appointed Registrar, Prof. Segun Aina.

The development comes as the examination body intensifies efforts to improve service delivery and address challenges faced by candidates seeking admission into Nigerian tertiary institutions.

Prof. Aina reportedly moved to the Board’s SERVICOM Unit to personally monitor the handling of outstanding complaints and gain a better understanding of the difficulties candidates were experiencing.

According to a statement issued by JAMB’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, the Registrar directed SERVICOM Desk Officers to treat candidates’ complaints comprehensively and resolve them without unnecessary delays.

The intervention is part of Aina’s broader plan to strengthen JAMB’s relationship with candidates and ensure that the services provided by the examination body reflect the fees paid by applicants.

JAMB Registrar Takes Direct Action on Complaints

Rather than relying solely on reports from officials, Prof. Aina moved his office activities to the SERVICOM Unit to observe the complaint-resolution process firsthand.

The move is linked to the second of his administration’s “Five Enduring Pillars”, known as Service at Heart, which focuses on responsive, efficient and candidate-centred service delivery.

The approach has resulted in the resolution of thousands of complaints that had remained pending, giving candidates an opportunity to have their registration and admission-related issues addressed more quickly.

Issues Resolved by JAMB

Some of the complaints handled during the intervention involved candidates who were unable to generate profile codes because they no longer had access to telephone numbers previously used during JAMB registration.

The SERVICOM team also addressed biometric verification challenges, including cases in which candidates were confirmed to have experienced genuine biometric failures during the 2026 Unified Tertiary Matriculation Examination (UTME) registration and examination processes.

Other issues were identified through the Central Admissions Processing System (CAPS), JAMB’s platform for managing admission processes.

These included cases involving candidates who had lost their phones or SIM cards, candidates who changed their admission route from Direct Entry (DE) to UTME, and graduates whose names were missing from the National Matriculation List.

Payment, E-PIN and Document Upload Problems Addressed

JAMB also resolved a number of other technical and administrative complaints submitted by candidates.

These included payment-related difficulties, e-PIN problems, inappropriate examination venues, technical glitches and challenges involving the uploading of required documents.

Candidates seeking corrections to personal information also benefited from the intervention. Such requests included changes to names, dates of birth, states of origin and local government areas of origin.

The Board said the exercise demonstrates its commitment to improving the experience of candidates and making its services more responsive.

The resolution of over 5,000 complaints within five days is expected to provide relief to affected candidates, particularly those whose registration, examination or admission processes had been delayed by unresolved technical or administrative challenges.

As JAMB continues to process admissions and provide services to prospective students, the Board’s renewed focus on complaint resolution could help improve confidence in its service delivery system.