At the small Brazilian “people’s bank” Instituição Comunitária de Crédito (ICC) Itabuna Solidária, client protection has always been a core pillar of the institution’s mission to promote responsible and inclusive finance. ICC Itabuna Solidária recognises that fair, transparent, and respectful treatment of clients is essential to building trust and keeping the promise of positive impact of microfinance.
In line with this commitment, ICC Itabuna Solidária joined the to align its policies and practices with 
internationally recognised standards. The institution issued aClient Protection Manual, re-trained staff on transparent communication, responsible pricing, respectful collection practices, and averting over-indebtedness. During the year, staff members from different departments took part, helping to integrate client protection principles into everyday work.
More recently, ICC Itabuna Solidária completed a CPP Commit self-assessment using the Cerise+SPTF SPI Online Tool, enabling the institution to identify strengths and areas for improvement. Through this ongoing engagement, ICC Itabuna Solidária reaffirms its commitment to responsible finance and to placing clients’ well-being at the centre of its services.
