The newly appointed Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has taken his service-delivery drive to the frontline, personally relocating to the Board’s SERVICOM Unit to tackle thousands of unresolved complaints from candidates.

Prof. Aina’s intervention has already yielded results, with more than 5,000 pending complaints reportedly resolved within five days following his directive for the Service Compact with All Nigerians (SERVICOM) Unit to address candidates’ grievances promptly and holistically.

A statement by JAMB’s Acting Director of Public Affairs and Protocol, Dr Fabian Benjamin, said the Registrar had further directed SERVICOM Desk Officers to handle complaints comprehensively and without delay.

Dr Benjamin said the move is part of the Registrar’s resolve to strengthen the Board’s relationship with its clients, particularly candidates seeking admission into tertiary institutions, and ensure that services delivered by examination bodies are commensurate with the fees paid by candidates.

According to the statement, rather than wait for reports from officials, Aina moved his seat to the SERVICOM Unit to gain first-hand insight into the challenges confronting candidates and the nature of complaints requiring urgent attention.

The statement noted that the intervention is also tied to the second of his “Five Enduring Pillars” — Service at Heart — which places responsive and efficient service delivery at the centre of his administration.

It explained that among the issues resolved were difficulties encountered by candidates trying to generate profile codes with telephone numbers previously used for JAMB registration but which they no longer had access to.

The intervention also addressed biometric verification challenges, including cases confirmed as genuine biometric failures during the 2026 Unified Tertiary Matriculation Examination (UTME) registration and examination.

It pointed out that Prof. Aina also scrutinised operations of the Central Admissions Processing System (CAPS), where officials identified and resolved complaints involving candidates who had lost their phones or SIM cards, those who converted from Direct Entry (DE) to UTME, and graduates whose names were omitted from the National Matriculation List.

Other complaints resolved included payment difficulties, inappropriate examination venues, e-PIN issues, technical glitches, document-upload problems and requests relating to changes of name, date of birth, state and local government of origin.

“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.

“Additionally, Prof. Aina and the SERVICOM staff also swiftly resolved some hitherto-intractabe 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 reads.