Customer protection is crucial for improving customer service and experience. MSC thoroughly researched IPPB’s customer protection policies and complaint resolution system. MSC conducted stakeholder consultations with IPPB teams to identify areas and branches with high complaint cases. MSC also conducted primary research with customers and branch officers in different parts of India to understand the gaps and opportunities to improve customer protection policies for IPPB. The recommendations were used to re-engineer the customer protection policies at IPPB.