23TE03

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
6/7/2023
Updated Salvage Vehicle Applicability
TOPIC
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your cooperation.
© 2023 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 16, 2023
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER CONFIDENCE PROGRAM 23TE03
Certain 2012 – 2017 Model Year Prius V and 2010 - 2015 Model Year Prius
Extension of Coverage to the Intelligent Power Module (IPM)
Model / Years
2010-2015 Model Year Prius
2012-2017 Model Year Prius V
Production Period
Late January, 2009 – Early November,
2015
Late August, 2011– Late November
2017
Approximate Total Vehicles
918,000
170,000
Prius Inverter Class Action Settlement
The Customer Confidence Program is a component of a class action settlement that includes several elements of coverage. The
Customer Confidence Program provides coverage as it applies to the Intelligent Power Module (IPM). The specific condition
covered by this Customer Confidence Program 23TE03 is failure of the IPM located inside the inverter assembly of the hybrid
system indicated by DTCs P0A94, P0A1A, P324E, and/or P3004. If any of these DTCs are detected, various warning lamps on the
instrument panel will also illuminate and the vehicle will enter Fail Safe Mode.
Direct Mail Notice to Members of the Class
Direct mail notices (in addition to other components of class notice) were sent to customers by the 3rd party court appointed
administrator in the summer of 2022 to inform current and former Subject Vehicle owners and lessees of the settlement. If you
receive any questions regarding this notice, or about the settlement, please refer them to the Settlement website and toll-free
number:
•
•
www.ToyotaPriusInverterSettlement.com
1-833-942-3997
© 2023 Toyota Motor Sales, USA
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Class Action Settlement
This coverage will be offered for 20 years with no mileage limitation from the date of first
use (DOFU)
23TE02 Customer Confidence Program
23TE03 Customer Confidence Program
20 Year Coverage for IPM and Inverter for DTC
P0A7A, P0A78
Or
*Inverter Thermal Damage
(Regardless of What DTC is Detected)
20 Year Coverage for IPM and Inverter for
DTC P0A94, P0A1A, P324E, or P3004
*Toyota will provide coverage for the repair/replacement of the IPM, if the IPM has failed due to a thermal event regardless of
what DTC is detected, or if the IPM has failed and the failure cannot be demonstrated to be due to anything other than a thermal
event.
Coverage Denial Procedure:
Before coverage under this program is denied, Toyota dealers must contact [email protected] to confirm if
coverage, loaner or towing should be denied. If it is confirmed that the vehicle should be denied coverage, the dealer must
provide a copy of the repair order to the vehicle owner/lessee with the following verbiage:
“To appeal the denial of a loaner, tow or repair related to the Inverter and/or IPM, you must submit an Appeal Form, which can
be found at www.toyotapriusinvertersettlement.com. Your appeal must be submitted within 45 days from the date on this
document.”
Customer Confidence Program Details
The Customer Confidence Program provides coverage as it applies to the IPM on certain 2010-2015 Model year Prius and
2012 – 2017 Model Year Prius V. The specific condition covered by this Customer Confidence Program 23TE03 is failure of
the IPM located inside the inverter assembly of the hybrid system indicated by hybrid system diagnostic trouble codes (DTCs):
P0A94, P0A1A, P324E, and/or P3004 that your dealer can find by the use of Techstream. If any of these DTCs are detected,
various warning lamps on the instrument panel will also illuminate and the vehicle will enter Fail Safe Mode. If the condition
is verified, an appropriate remedy will be performed under the terms of this Customer Confidence Program.**
•
This coverage will be offered for 20 years with no mileage limitation from the date of first use (DOFU)
This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set forth in the New Vehicle
Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is
not covered.
Covered Vehicles
There are approximately 1,088,000 vehicles covered by this Customer Confidence Program. There are approximately 1,500
vehicles involved in this Customer Confidence Program that were distributed to Puerto Rico.
© 2023 Toyota Motor Sales, USA
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Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers may contact your dealership with questions regarding the letter and/or the Customer Confidence Program. Please
welcome them to your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent
message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Brand Engagement Center (1-888-2709371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
Salvage Title Vehicles
• This CSP IS emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title ARE
ELIGIBLE for coverage under this CSP.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota New Vehicle
Limited Warranty”.
Customer Marketing
Direct marketing of this Customer Confidence Program is strictly prohibited pursuant to the Toyota Warranty Policy 5.22,
“Warranty Solicitation.” Non-compliance of this policy may result in a claim debit.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media contacts must
be directed to Aaron Fowles (469) 292-1097 in Toyota Corporate Communications. Please do not provide this number to
customers. Please provide this contact only to media.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this campaign are either required to be ordered in Campaign Part Order Request (CPOR) on Service
Lane, or have been placed on Manual Allocation Control (MAC) due to potential limited part availability. Please check the
CPOR/MAC report on Dealer Daily for the most up-to-date parts ordering information. Dealers can identify which parts ordering
method to use by reviewing the parts information section of Dealer Daily and checking for a MAC code on the part numbers
below. For MAC code C, order through CPOR. For MAC code D, refer to the MAC report for further instructions.
As this is a Customer Confidence Program, the condition MUST be verified by inspecting the vehicle. Therefore, dealers SHOULD
NOT increase their stock of related repair parts. Dealers are requested to only order parts for vehicles experiencing this condition
only. DO NOT ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct
appropriate diagnosis and order the applicable parts.
Inverter component or assembly replacement MAY BE necessary based on the vehicle condition and diagnosis as per T-SB-000321 Rev 1. ONLY ORDER the necessary parts based on the vehicle’s diagnosed condition. These parts can be found in T-SB-000321 Rev 1.
All Customer Confidence Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin
2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this repair are
required to successfully complete the most current version of the E-Learning course “Safety Recall and Service Campaign
Essentials”. To ensure that all vehicles have the repair performed correctly; technicians performing this repair are required to
currently hold at least one of the following certification levels:
• Hybrid Expert Technician
• Master Technician
• Master Diagnostic Technician
© 2023 Toyota Motor Sales, USA
C u s to m e r C o n f id e n c e P r o gr a m - P a ge |4
Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.com. It is the
dealership’s responsibility to select technicians with the above certification level or greater to perform this repair. Carefully
review your resources, the technician skill level, and ability before assigning technicians to this repair. It is important to consider
technician days off and vacation schedules to ensure there are properly trained technicians available to perform this repair at
all times.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Confidence Program can be found in T-SB-0003-21 Rev 1
Parts Recovery Procedures
All parts replaced as part of this Customer Confidence Program must be turned over to the parts department until appropriate
disposition is determined. The parts department must retain these parts until notification via the Parts Recovery System (PRS)
is received indicating whether to ship or scrap the parts. These parts are utilized by various departments for defect analysis,
quality control analysis, product evaluation, as well as other purposes.
To help minimize dealer storage challenges, Toyota recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when the campaign
claim is paid by Toyota.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
© 2023 Toyota Motor Sales, USA
C u s to m e r C o n f id e n c e P r o gr a m - P a ge |5
Warranty Reimbursement Procedures
Reimbursement Procedure
Reimbursement Items
1. Parts and Labor Costs will be reimbursed for vehicles on a customer concern basis.
Prius Vehicles ONLY
Description
1.
Replace the IPM Transistor
2.
Replace the MG ECU
3.
Replace the inverter current sensor sub-assembly
Replace the inverter wire sub-assembly
4.
Replace the inverter assembly
5.
Op Codes
Description (Reference Chart Above)
1
2
3
23TE03RA

23TE03RB


23TE03RC



23TE03RD



4
5
Dealer Flat Rate
Time
2.9
2.9
3.0
3.0

23TE03RE

2.0
Prius V Vehicles ONLY
Description
Replace the IPM Transistor
1.
Replace the MG ECU
2.
Replace the inverter current sensor sub-assembly
3.
4.
Replace the inverter wire sub-assembly
5.
Replace the inverter assembly
Op Codes
Description (Reference Chart Above)
1
2
3
23TE03RF

23TE03RG
23TE03RH





23TE03RJ



Dealer Flat Rate
Time
4
2.9
2.9
3.2
3.2

23TE03RK

© 2023 Toyota Motor Sales, USA
1.6
C u s to m e r C o n f id e n c e P r o gr a m - P a ge |6
•
•
A complimentary loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed for
repairs and/or replacements that exceed 4 hours or if the vehicle must stay overnight as a sublet type “RT” under Op Code
23TE03RA, 23TE03RB, 23TE03RC, 23TE03RD, 23TE03RE, 23TE03RF, 23TE03RG, 23TE03RH, 23TE03RJ and 23TE03RK
o For rentals please refer to the Toyota Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not
attached.
Towing can be claimed under Op Code 23TE03RA, 23TE03RB, 23TE03RC, 23TE03RD, 23TE03RE, 23TE03RF, 23TE03RG,
23TE03RH, 23TE03RJ and 23TE03RK for a maximum of $250 as sublet type “TW”.
o Towing invoice MUST be attached to all towing claims. These claims may be subject to debit if towing invoice is
not attached.
o Dealers can reimburse customers who paid for towing out-of-pocket (up to $250). The customer must provide
supporting documentation for the expense, and the dealer must include the expense on the repair claim, as
instructed above.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Confidence Program. This claim filing information is used
by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a
claim has been filed using an incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure
Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions were included in the class action settlement notice which was sent to vehicle
owners/lessees in the summer of 2022.
© 2023 Toyota Motor Sales, USA
C u s to m e r C o n f id e n c e P r o gr a m - P a ge |7
Campaign Designation / Phase Decoder
23TE03
23
T
E
03
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
(May use other characters in unique cases)
01 = 1 st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
(The sequence is unique for each Field
Action category)
(May use other characters in unique
cases)
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step
procedures required to implement this Customer Confidence Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2023 Toyota Motor Sales, USA
CUSTOMER CONFIDENCE PROGRAM 23TE03
Certain 2012– 2017 Model Year Prius V
Certain 2010-2015 Model Year Prius
Extension of Coverage to the Intelligent Power Module (IPM)
Frequently Asked Questions
Original Publication Date: February 16, 2023
BACKGROUND
The Customer Confidence Program is a component of a class action settlement that includes several elements of coverage. The
Customer Confidence Program provides coverage as it applies to the Intelligent Power Module (IPM).
Class Action Settlement
This coverage will be offered for 20 years with no mileage limitation from the date of first
use (DOFU)
23TE02 Customer Confidence Program
23TE03 Customer Confidence Program
20 Year Coverage for IPM and Inverter for DTC
P0A7A, P0A78
Or
*Inverter Thermal Damage
(Regardless of What DTC is Detected)
20 Year Coverage for IPM and Inverter for
DTC P0A94, P0A1A, P324E, or P3004
*Toyota will provide coverage for the repair/replacement of the IPM, if the IPM has failed due to a thermal event
regardless of what DTC is detected, or if the IPM has failed and the failure cannot be demonstrated to be due to
anything other than a thermal event.
Q1:
What is the condition?
The specific condition covered by this program is failure of the IPM located inside the inverter assembly of the hybrid
system indicated by hybrid system diagnostic trouble codes (DTCs): P0A94, P0A1A, P324E, and/or P3004 that your
dealer can find by use of a special diagnostic tool. If one or more of these DTCs are detected, various warning lamps on
the instrument panel will also illuminate and the vehicle will enter Fail Safe Mode. Toyota will also provide coverage if
the IPM has failed due to a thermal event regardless of what DTCs are detected, or if the IPM has failed and the failure
cannot be demonstrated to be due to anything other than a thermal event. Please see the above chart for additional
coverage conditions.
Q1a:
A1a:
What is the Hybrid System Inverter?
The hybrid system inverter converts high-voltage direct current (DC), stored in the HV battery, into highvoltage alternating current (AC) for the motor generator. It also converts AC into DC during the regenerative
braking for storage in the HV battery.
Q1b:
What is Fail-Safe Mode?
© 2023 Toyota Motor Sales, USA
FAQ Page 1 of 4
A1b:
Fail-Safe Mode is a form of vehicle self-protection (also known as Limp-Home Mode). When the vehicle’s selfdiagnostic system determines a possible malfunction, the hybrid control system may reduce vehicle power to
minimize potential component damage. The vehicle is still drivable, but you will notice a reduction in available
vehicle power and speed. If this condition occurs, the vehicle should be immediately taken to an authorized
Toyota Dealer for appropriate diagnosis and repair.
Q1c:
Which Warning Lamps are illuminated on the instrument panel when the vehicle enters fail-safe driving
mode?
The various warning lamps shown below will illuminate on the instrument panel if the IPM fails. The vehicle
will also enter a Fail-Safe Mode, described above.
A1c:
Warning Lights
Prius V Without Multi-Information Display
(MID)
Warning Lights
Prius V With Multi-Information Display (MID) and Prius
Master Warning Light
Hybrid system warning
.
Hybrid system warning message
Slip Indicator
PCS system warning message
Check Engine Warning Light
Electronically Controlled
Brake System Warning Light
(if equipped)
NOTE: If PCS
equipped.
Display switches
(Yellow Light)
Slip Indicator
Check Engine Warning Light
Electronically Controlled Brake System
Warning Light
(Yellow Light)
© 2023 Toyota Motor Sales, USA
FAQ Page 2 of 4
Q2:
What is Toyota going to do?
If the owner/lessee experiences the Warning Lights and Warning Messages (shown above) and the vehicle enters FailSafe Mode, the driver should contact an authorized Toyota dealership for diagnosis and repair. If the condition is
covered by the terms of the Customer Confidence Program (i.e., 23TE02 and/or 23TE03), an appropriate remedy will
be performed at no charge to the vehicle’s owner or lessee. The Customer Confidence Program covers failure of the
IPM and other internal inverter components potentially damaged by IPM failure. Please see your local authorized
Toyota dealer for additional details.
Q3:
A3:
Which and how many vehicles are covered by the Customer Confidence Program?
There are approximately 1,088,000 vehicles covered by the Customer Confidence Program. There are approximately
1500 vehicles involved in this Customer Confidence Program were distributed to Puerto Rico.
Q4:
A4:
Model Name
Model Year
Prius
2010 - 2015
Prius V
2012-2017
Production Period
Late January, 2009 – Early November,
2015
Late August, 2011– Late November
2017
UIO
918,00
170,000
What are the details of this program?
This program provides coverage as it applies to failure of the IPM. If the condition is verified, an appropriate remedy
will be performed under the terms of this Customer Confidence Program 23TE03.
•
•
The coverage will be offered for 20 years with no mileage limitation from the date of first use (DOFU).
For towing and/or loaner questions please refer to the Dealer Letter.
This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions
set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example,
damage from abuse, an accident, theft and/or vandalism is not covered.
Q5:
A5:
A6:
Q6:
A6:
Which part(s) are covered by this Customer Confidence Program 23TE03?
The specific conditions covered by this Customer Confidence Program 23TE03 are: (i) Failure of the IPM located inside
the inverter assembly of the hybrid system indicated by hybrid system diagnostic trouble codes (DTCs): P0A94,
P0A1A, P324E, and/or P3004 that your dealer can find by the use of Techstream. If either of these DTCs are detected,
various warning lamps on the instrument panel will also illuminate and the vehicle will enter Fail Safe Mode. (ii)
Toyota will also provide coverage if the IPM has failed due to a thermal event regardless of what DTCs are detected,
or if the IPM has failed and the failure cannot be demonstrated to be due to anything other than a thermal event.
What should an owner/lessee do if experiencing this condition?
If an owner/lessee thinks that they have experienced the condition described in this Customer Confidence Program
23TE03, a local Toyota dealer should be contacted for appropriate diagnosis and repair. If the condition is verified as
being in accordance with the terms of the program, the repair will be performed FREE OF CHARGE to the owner/lessee.
Q6a:
A6a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Confidence Program?
Please be aware that, if the condition is not covered by the Customer Confidence Program, you may be
responsible for the initial diagnostic fees and any other repairs you may decide to have performed. Any
authorized Toyota Dealership can determine if a condition is covered by the Customer Confidence Program.
© 2023 Toyota Motor Sales, USA
FAQ Page 3 of 4
Q7:
A7:
What if an owner/lessee HAS NOT experienced this condition but would like to have the repair completed?
This Customer Confidence Program 23TE03 only applies to vehicles that have exhibited the condition described above.
Q8:
A8:
How long will the repair take?
Replacement of the IPM and other internal inverter components potentially damaged by IPM failure will take
approximately 3 hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle
available for a longer period of time. For loaner questions please refer to the Dealer Letter.
Q9:
A9:
What if I previously paid for repairs related to this Customer Confidence Program?
Reimbursement consideration instructions were included in the class action settlement notice which was sent to vehicle
owners/lessees in the summer of 2022.
Please refer to the settlement website for more details:
www.ToyotaPriusInverterSettlement.com
Q10:
A10:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at 1-888-270-9371
Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time. Customers with questions
about the settlement should refer to the Settlement website and toll-free number:
• www.ToyotaPriusInverterSettlement.com
• 1-833-942-3997
Q11: What if the media contacts me?
A11:
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media
contacts must be directed to Aaron Fowles (469) 292-1097 in Toyota Corporate Communications. Please do not provide this
number to customers. Please provide this contact only to media.
© 2023 Toyota Motor Sales, USA
FAQ Page 4 of 4