Regulatory Officer

The screenshots in this guide come from the QA staging system. Every name, garage, account and figure in them (for example "QA Regulatory Body", "QA Alpha Motors – Kicukiro", "E2E-W0-637406 Garage") is fictional test data.

A. Introduction

As a Regulatory Officer you hold the widest set of tools in a regulatory body. You can:

• certify garages: run certification audits, approve, reject or revoke certification, and manage Pickovo partner status;
• oversee the fleets registered under your body, with their drivers, vehicle compliance and invoices;
• set commission rates and incentive rules for garages, and watch network performance;
• moderate customer reviews before they are published;
• follow complaints and send enforcement warnings;
• flag invoices for audit, run reports and manage your team's accounts.

Scope. Fleet, driver, vehicle-compliance, invoice and fleet-report data covers only the fleets registered under your own body. Garage-facing pages are network-wide: Commissions, Network Performance, Review Moderation, Complaints, the Marketplace and the All Garages tab of Garage Certification list every garage on Pickovo. On the test system the body has no registered fleets yet, so several fleet pages in the screenshots are empty.

Your colleagues with the Regulatory Inspector and Regulatory Member roles have read-only access to 9 of the 13 regulatory pages (see their guides).

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B. Getting started

Signing in

1. Go to https://fleet.heptadev.com/en/login (/fr/login French, /rw/login Kinyarwanda, or the EN / FR / RW buttons).
2. Enter your Email or Phone and Password, then select Log in.

Figure 1: The Pickovo sign-in page with the Regulatory Officer test account's email.

• Forgot password? resets a forgotten password.
• After 10 wrong passwords within 15 minutes, sign-in is paused for your account for a while.

Your dashboard

You land on the Regulatory Dashboard (/regulatory).

Figure 2: The Regulatory Dashboard for a body with no registered fleets yet: every figure is 0, Partner Garage Certifications shows 0 / 0 / 0, and the quick links sit below. The sidebar is the officer's menu.

The dashboard summarises the fleets registered under your body:

• Registered Fleets, Total Vehicles, Total Drivers and Compliance Rate (share of vehicles whose next service date, or insurance expiry if no service is scheduled, has not passed; it reads 0% while you have no vehicles);
• Overdue and Due Soon (30d) vehicles;
• Outstanding Invoices (RWF): the total of your fleets' invoices that are still draft, sent or overdue;
• Enforcement Notices sent to your fleets;
• Partner Garage Certifications: how many of the garages your fleets work with are Certified, Pending or Suspended;
• Fleet Compliance Overview (appears once you have at least one fleet): per fleet, Vehicles, Compliant, Overdue, Last Job and Status (Compliant when at least 80% of vehicles are compliant, At Risk from 50%, Non Compliant below that);
• quick links to Fleets, Drivers, Garage Certification, Compliance, Invoices, Enforcement, Marketplace and Regulatory Users.

The dashboard is part of the Regulatory module, which Pickovo switches on for each body. If yours is not switched on, you see "Regulatory Module Not Enabled" instead (see section F).

Navigation

Top bar: language (EN / FR / RW), dark mode, the bell (notifications), your name and role.

Sidebar (scroll to see all items):

At the bottom: the Light / Dark switch, Collapse (shrinks the sidebar to icons; point at an icon to see its name), and your name and email with the log-out button.

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C. Features

C1. Fleets (Fleet Compliance)

Purpose: a compliance view of every fleet registered under your body.

Figure 3: Fleet Compliance with the Register Fleet and Export CSV buttons (no fleets registered on the test system).

• Each fleet shows a status (Compliant, At Risk, Non-Compliant), registration date, vehicles, active jobs and drivers.
• Open a fleet (›) to see Total Vehicles, Drivers, Insurance Compliance, Jobs (Total / Active), Pending Invoices, Revenue (Paid Invoices), Last Inspection, Recent Jobs and a vehicle table with insurance status.
• Rename changes a fleet's name.
• Register Fleet: enter Fleet / Company Name (required), Admin Full Name, Admin Email, Admin Phone. A new fleet company is created under your body. A temporary password is generated for its admin, who should change it at first sign-in.
• Export CSV downloads the list.

C2. Drivers (Driver Registry)

Figure 4: Driver Registry: search, All / Active / Inactive filter, Register Driver and Export CSV.

• Search by name, licence or phone. Filter by fleet and status.
• Register Driver: choose the Fleet, then fill in Full Name (required), Driver Phone, Login Email and/or Login Phone (one is required), Licence Number, Category, and optionally Assign to Vehicle. Copy the generated Temporary Password and give it to the driver, who should change it at first sign-in.
• Reassign (Actions column) changes or removes the driver's vehicle.

C3. Garage Certification

Purpose: certify garages and manage their Pickovo partner status.

Figure 5: Garage Certification: the "Working With" tab (0) and the "All Garages" tab (2).

Tabs

• Working With: garages with an accepted collaboration with one of your fleets. Empty until your fleets work with garages. Request collaborations from the Marketplace.
• All Garages: every garage with a profile, showing Certification, Garage Family, Partner, Specialisations and Last Audit. A badge shows how many verification requests are pending. Tick Pending requests only or Garage Family applications to filter. Verification requested marks garages that asked to be certified. Use View document to open the document they submitted.

Certifying a garage

1. In All Garages, select Audits for the garage and select Start new audit.
2. For each checklist item, mark it passed (✓) or failed (✗). A failed item needs a note ("Required: why this item failed"). You can attach a photo or document to an item.
3. Select Save progress at any time, then complete the audit. A failed audit opens corrective actions for the garage.
4. Back in the list, select Approve. Enter an optional Effective Date and a Reason, then confirm. The status becomes CERTIFIED and the garage's administrators are notified.

• If the garage has not passed an audit against the current standards, approval is refused with "This garage has not passed a certification audit against the current standards yet".

5. To withdraw certification, select Revoke and enter a reason (required). The status becomes SUSPENDED. For a garage that requested verification but is not certified, the button reads Reject.

Partner status and promotion

• Approve Partner (for a pending application): choose the Tier (Standard or Premium) and read the Quality standards check. If the garage does not meet all standards, you must tick "Approve anyway" to continue.
• Reject or Suspend Partner asks for a reason. A tier change on an approved partner also runs the standards check.
• Feature / Unfeature promotes the garage as a featured listing, or removes it.
• Profile opens the garage's page. From there, Compliance record shows corrective actions, documents, staff qualifications and complaints, and Certification audits opens the audit page. The Partner Ledger lets you assign a Success manager, add a New entry (Incentive or Commission, amount in RWF, description) and Mark paid on entries.
• Export downloads the current tab.

C4. Commissions & Incentives

Figure 6: Commissions & Incentives across the network: eight garages, all with commission rate "Not set" and 0 RWF pending, and no incentive rules yet.

• Select the pencil next to a Commission rate to set a percentage for that garage, or clear it. Pending shows the balance owed, Incentives the number earned, and Activity recent jobs.
• New rule creates an incentive rule: Name, Metric (Average rating / Closed job count), Threshold, Period (Weekly / Monthly), Reward. The toggle on a rule activates or deactivates it. Garages cannot earn a reward automatically until a rule exists.

C5. Network Performance

Figure 7: Network Performance: six garages flagged "No recent jobs" (Flagged only (6)) and two Healthy garages, with tier, area, rating, response time, service score and jobs in the last 180 days.

Filter by tier and area, or select Flagged only. Garages are flagged automatically for:

• No recent jobs: no jobs in the last 180 days;
• Low rating: average below 3 stars;
• Slow response: more than 4 hours on average;
• Low service quality: service score below 60.

Rating and response flags are applied only once a garage has at least 3 rated or answered jobs. "Not enough data" means the score cannot be calculated yet.

C6. Review Moderation

Figure 8: Review Moderation with no reviews waiting.

Customer reviews of garages wait here before they are published. Flagged reviews are shown first, with the automatic flag reason. Each card shows the garage, the customer, the star rating and the comment.

1. Read the review.
2. Select Publish to make it public, or
3. select Reject, enter the reason (required; kept for your records and not shown to the customer) and confirm.

C7. Compliance (Vehicle Compliance)

Figure 9: Vehicle Compliance: fleet, vehicle, last service, next due and status, with "Show overdue only" and Export CSV.

Each vehicle in your fleets is Compliant, Due Soon or Overdue according to its service dates. Tick Show overdue only to focus on problems. Export CSV downloads the list.

C8. Complaints

Figure 10: Complaints with Open, Due soon / overdue, Resolved and All tabs.

Customer complaints recorded by garages, each with its reference, complainant and contact, description, linked job, follow-up log and deadline.

• On an open complaint: type a follow-up note and select Add.
• On a resolved complaint: enter a reason and select Reopen.

The garage assigns, schedules and resolves complaints. You supervise them.

C9. Enforcement

Figure 11: Enforcement: Send Warning, Export CSV and the history table (Target, Message, Sent By, Date).

1. Select Send Warning.
2. In Select Target, choose a fleet or garage.
3. Write the Warning Message: the violation and the action required.
4. Send. The target's administrators and fleet managers get an in-app notification and an "Enforcement Notice" email. The email is always sent, whatever their notification preferences.

Select Target lists only the fleets registered under your body and the garages they work with, so it is empty until you have fleets. The history table is shown to Regulatory Officers and TIP Administrators. Your Inspector and Member colleagues can open the page but see an empty list and cannot send warnings.

C10. Invoices

Figure 12: Invoices for your fleets, with search and the All / Sent / Paid / Overdue / Disputed filters (none on the test system).

• Search by invoice number, plate or garage, and filter by status.
• Open an invoice to see its lines and Print / PDF it.
• Flag (or the small warning triangle in the list) opens Flag Invoice for Audit. Describe the issue or discrepancy and submit. Open and resolved flags are counted in Reports. Only Regulatory Officers can flag. If the flag is refused with "Forbidden", report it to Pickovo support.
• Mark as Paid (Sent, Overdue or Disputed invoices) confirms that payment was received. Add an optional note. This cannot be undone.

C11. Marketplace

Figure 13: Marketplace, Garages tab: 7 independent garages with Request Collab and Full profile; the Spare Parts Shops tab shows 1.

Browse Garages and Spare Parts Shops. Search by name, city or specialisation. Filters offers rating, specialisations and Certified only. Request Collab asks a garage to collaborate (the card then shows Pending, then Partner). Full profile opens the garage page.

C12. Reports (Regulatory Reports)

Figure 14: Regulatory Reports for the last 3 months. With no registered fleets the score shows "0% Low Compliance (0 of 0 vehicles)" and the fleet compliance table shows "No fleet data".

1. Choose This week, This month, Last 3 months or Custom.
2. Read the compliance score (share of vehicles with valid insurance or certification), Garage Certifications (Certified / Pending / Suspended), Invoice Audit Flags (Open / Resolved), Vehicle Insurance (Valid / Expired or missing) and the Fleet Compliance Table (Total, Compliant, Overdue, Last Inspection).
3. Export PDF (prints, or saves as PDF) or Export CSV.

C13. Regulatory Users

Figure 15: User Management: three regulatory staff (Inspector, Member, Officer) and the Fleet Users tab.

• Regulatory Staff → Add Staff: name, Email, Phone, role (Officer, Inspector, Member or TIP Admin) and a generated password (copy and hand it over).
• Fleet Users → Add Fleet User: creates a Fleet Admin, Fleet Manager, Fleet Member or Driver in one of your fleets.
• Search by name or email. The bin removes an account after a Delete? confirmation. You cannot delete your own account.

C14. Notifications, Activity Log and Settings

• Bell / Notifications: your notifications.
• Activity Log: what happened in your organisation: who, from where, and what changed.
• Settings: your name, email, phone and Change Password, plus account-deletion request. Settings → Notifications sets your notification preferences. Refer & Earn is the referral programme.
• You can also open the TIP pages /tip, /tip/fleets, /tip/alerts and /tip/webhooks by address. They show the same registered fleets. Managing webhooks and TIP fleets is reserved for TIP Administrators.

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D. What you can and cannot do

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E. Common workflows

E1. Certify a garage that requested verification

Before you: the garage administrator completes their profile and requests verification.

1. Garage Certification → All Garages. Tick Pending requests only.
2. Select View document to check what the garage submitted.
3. Audits → Start new audit. Work through the checklist, adding notes and evidence, then complete it.
4. If the audit passed: Approve, with an effective date and a reason. The garage is notified.
5. If it failed: corrective actions are opened for the garage. Come back for a new audit when they are done. Or Reject the request with a reason.

E2. Oversee a fleet repair and its invoice (workflow W1)

Before you: a driver reports a fault, the fleet manager sends the job to a garage, the garage quotes, repairs, passes quality check and invoices (for example RWF 62,000), and the cashier records payment.

1. Invoices: the invoice appears for the fleet as Sent, then Paid.
2. If something looks wrong (price, duplicate), Flag it with a clear reason. The flag appears under Reports → Invoice Audit Flags.
3. If the fleet confirms payment made outside Pickovo, open the invoice and select Mark as Paid.

E3. Deal with an underperforming garage

1. Network Performance → Flagged only. Note the reason (low rating, slow response…).
2. Check Complaints and the garage's Compliance record.
3. Enforcement → Send Warning to the garage with the action required.
4. If standards are not restored, Revoke certification or Suspend Partner in Garage Certification.

E4. Keep published reviews trustworthy

1. Review Moderation: flagged reviews come first.
2. Publish genuine reviews. Reject abusive or fake ones with a reason.

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F. Troubleshooting

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G. Security and best practices

• Your decisions (certification, enforcement, review moderation) affect businesses. Always write a clear, factual reason. It is kept with the record.
• Keep your password private and change it under Settings if needed. Two-factor authentication is not offered on the Settings page for this role at present.
• Give temporary passwords for new drivers and staff only to the person concerned.
• Remove staff accounts as soon as someone leaves. Grant Officer only to people who need to certify and enforce, and use Inspector or Member for read-only colleagues.
• Exports contain personal and commercial data. Store them securely.
• Check the Activity Log periodically, and Logout on shared devices.