Compliance and Service Operations at BRAC Microfinance Program

Abstract

This internship report critically examines the compliance and service operations of BRAC Microfinance Program, focusing on its two core initiatives: Dabi and Progoti. Conducted as part of an academic internship within the Compliance and Service Assurance Unit (CSAU), the study integrates field observations, structured client surveys, and qualitative interviews with both clients and staff at two BRAC branches in Dhaka. The total number of clients who belonged to 80 clients (40 in each group of the Dabi and Progoti programs- were surveyed to determine their experiences in loan disbursement affairs, organizational cultures etc. interaction with staff, awareness of compliance, grievance procedures and financial transparency dealings. The scope of the analysis discusses that the Dabi program is extremely beneficial in terms of appealing to younger and less educated. Women in line with the mission of BRAC through the aspect of the empowerment and inclusion of women into the financial aspect. Progoti, on the other hand, has a more grown up and educationally diverse range of enterprise customers. While The satisfaction level in terms of staff behavior and recommendation of BRAC is high on both of loan adequacy, especially in Progoti there are glaring gaps generally in client awareness with the particular procedures of compliance and especially so in Dabi. Both programs demonstrate overall positive perceptions of financial transparency, but a minority of clients indicate the need for clearer communication and enhanced grievance redressal processes. Based on these findings, the report recommends revising loan sizing and flexibility, strengthening client education on compliance and rights, and enhancing staff training and feedback mechanisms. Addressing these areas will help BRAC further improve its microfinance service quality, client trust, and developmental impact. This report thus offers actionable insights for both practitioners and policymakers seeking to advance operational excellence and inclusive finance in the microfinance sector.