Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: July 8, 2021
To:

All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

SPECIAL SERVICE CAMPAIGN 21TC04 (Remedy Notice)
Certain 2021 Model Year C-HR
Incorrect Programming for Rear Seat Belt Reminder Indicator
Model / Years
C-HR – 2021 Model Year

Production Period
Late July 2020 – Mid-May 2021

Approximate Total Vehicles
28,820

Condition
The subject vehicles are equipped with a rear seat belt reminder system that illuminates indicators temporarily after the
ignition is turned on if rear seat belts are not buckled. Due to incorrect programming in a certain electronic control unit,
certain situations can cause the rear seat belt reminder system not to illuminate the indicator as designed.
Remedy
Any authorized Toyota dealer will update the combination meter system ECU software FREE OF CHARGE.
Covered Vehicles
There are approximately 28,820 vehicles covered by this Special Service Campaign. Approximately 2,136 vehicles involved in
this Special Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in early October, 2021. A sample of the owner notification letter has been included for your
reference.
Toyota makes significant effort to obtain current customer name and address information from each state through industry
resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that was sold prior to the Special
Service Campaign announcement, it is the dealership’s responsibility to forward the owner letter to the customer who purchased
the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who has not yet received
a notification, please verify eligibility by confirming through TIS prior to performing repairs. Dealers should perform the repair
as outlined in the Technical Instructions found on TIS.

© 2020 Toyota Motor Sales, USA

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Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers complete this Special Service Campaign on any new or used
vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to customer delivery. However, if
the campaign cannot be completed (for example, due to remedy parts availability), delivery of a covered vehicle is acceptable
if disclosed to the customer that the vehicle is involved in a Special Service Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer information.
Dealers are expected to provide a copy of the completed form, along with the most current FAQ, to the vehicle buyer. Toyota
and the dealer may use this information to contact the customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to quality_compliance@toyota.com. In the subject line of
the email state “Disclosure Form 21TC04” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary
available in Dealer Daily (Non SET and GST dealers: https://dealerdaily.toyota.com/). The Vehicle Inventory Summary may take
up to 4 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service Campaign, or Limited
Service Campaign. Thus, no affected units are to be designated, sold, or delivered as a TCUV until all applicable Safety Recalls,
Special Service Campaigns, and Limited Service Campaigns have been completed on that vehicle.

Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Special
Service Campaign. 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.
Head Unit Notifications
Head unit notifications are electronic messages that are displayed in the vehicle’s audio system screen. Customers who receive
head unit notification regarding this Special Service Campaign are requested to schedule an appointment with their authorized
dealer to have this Special Service Campaign completed.
When these messages are received by the vehicle’s Data Communication Module, the head unit will display a pop-up prompt
stating that the vehicle has a new Special Service Campaign. The prompt will contain options to ‘Remind Me’ or to ‘View’ the
message. If a customer chooses ‘Remind Me’, the customer can then choose to be reminded again on next trip, in 7 days, or in
30 days. If a customer views and then closes the message, the message will be available in the Notification App if the customer
chooses to review it again. If the vehicle’s completion status remains incomplete for a period of 90 days from the message being
viewed, the head unit may display a renotification pop-up prompt as an additional reminder to the customer to have this Special
Service Campaign completed.
The message will completely clear from the vehicle once the following conditions are met: The Special Service Campaign is
completed, the dealer has filed a claim, and the claim is approved by Toyota. Then the message will be cleared at the next
clearing cycle, which currently happens daily.
Owners who receive a head unit notification after having this Special Service Campaign completed can be advised to ignore the
message. Owners with additional concerns can be directed to the Toyota Brand Engagement Center (1-888-270-9371) - Monday
through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
© 2020 Toyota Motor Sales, USA

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Salvage Title Vehicles
Every attempt should be made to complete an open Special Service Campaign when circumstances permit, unless noted
otherwise in the SSC dealer letter.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota New Vehicle
Limited Warranty”.
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 Ed Hellwig (859) 815-9968 in Toyota Corporate Communications. Please do not provide this number to customers.
Please provide this contact only to media.
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 recall repair are required
to currently have completed all of the following courses:
•

T623 - Toyota Electrical Circuit Diagnosis

It is the dealership’s responsibility to select technicians with the above certification level or greater to perform this recall
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.
Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns on the vehicle
during the time of appointment.
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have the repair
performed correctly, please designate at least one associate (someone other than the individual who performed the repair) to
verify the repair quality of every vehicle prior to customer delivery.
Parts Recovery Procedures
All parts replaced as part of this Special Service Campaign 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.

© 2020 Toyota Motor Sales, USA

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Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
1. Confirm Vehicle VIN matches the
RO.
2. Check the Vehicle Inquiry System for
Campaign eligibility.

Not Covered

No further action required.

Covered
Perform Health Check. Is an update
available for the Combination Meter
System?
YES
Update the Combination Meter
System Calibration ID.

No

Perform Verification Health Check and
Clear any DTC’s.

Campaign complete.
Return the vehicle to the customer.

Op Code
AHTC41
•
•

Description
Reprogram – Combination Meter System ECU

Flat Rate Hours
0.8

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
In the rare case that the Combination Meter System ECU contains the latest calibration ID (no software update needed),
use opcode AHTC41.

Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign. 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.

© 2020 Toyota Motor Sales, USA

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Campaign Designation / Phase Decoder

19TA01
19

T

A

01

Year Camp aig n
is La un ched

Vehicle Make

Field Actio n Categ o ry an d Pha se

Field Actio n Seq uen ce

A = Safety Recall Rem edy
B = Safety Recall Interim
C = Special Service Camp aign
D = Lim ited Service Cam paign
E = Custom er Sup port Program
F = Emissions Recall

01 = 1st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year

19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...

T = Toyota
L = Lexus

(May use other characters in uniq ue
cases)

(The seq uence 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 Special Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2020 Toyota Motor Sales, USA

SPECIAL SERVICE CAMPAIGN 21TC04 (Remedy Notice)
Certain 2021 Model Year C-HR
Incorrect Programming for Rear Seat Belt Reminder Indicator
Frequently Asked Questions
Original Publication Date: July 8, 2021
Q1:
A1:

What is the condition?
The subject vehicles are equipped with a rear seat belt reminder system that illuminates indicators temporarily after
the ignition is turned on if rear seat belts are not buckled. Due to incorrect programming in a certain electronic control
unit, certain situations can cause the rear seat belt reminder system not to illuminate the indicator as designed.
Q1a:
A1a:

Does this condition impact rear seat belt performance?
The performance of the rear seat belts is not affected by this condition.

Q2:
A2:

What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in early October, 2021, advising owners to make an
appointment with their authorized Toyota dealer to have the software (in combination meter system ECU) updated
FREE OF CHARGE.

Q3:
A3:

Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 28,820 vehicles covered by this Special Service Campaign.

Q3a:
A3a:

Model Name

Model Year

Production Period

C-HR

2021

Late July 2020 – Mid-May 2021

Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign.

Q4:
A4:

How long will the repair take?
The repair takes approximately one hour. However, depending upon the dealer’s work schedule, it may be necessary
to make the vehicle available for a longer period of time.

Q5:
A5:

How does Toyota obtain my mailing information?
Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive
registration or title information, based upon the DMV records. Please make sure your registration or title information
is correct.

Q6:
A6:

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.

© 2020 Toyota Motor Sales, USA

FAQ Page 1 of 1

TOYOTA
Certain 2021 Model Year C-HR
Incorrect Programming for Rear Seat Belt Reminder Indicator
Special Service Campaign 21TC04 (Remedy Notice)

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[VIN]

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Dear Toyota Customer:

At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to provide
superior customer satisfaction, Toyota is announcing a Special Service Campaign, which includes your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you
are the current owner.
What is the condition?
The subject vehicles are equipped with a rear seat belt reminder system that illuminates indicators temporarily after the ignition
is turned on if rear seat belts are not buckled. Due to incorrect programming in a certain electronic control unit, certain situations
can cause the rear seat belt reminder system not to illuminate the indicator as designed.
What will Toyota do?
Any authorized Toyota dealer will update the combination meter system ECU software FREE OF CHARGE.
What should you do?

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Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the software update FREE
OF CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the combination meter system ECU
software update performed. The remedy will take approximately one hour. However, depending on the dealer’s work
schedule, it may be necessary to make your vehicle available for a longer period of time.

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What if you have other questions?

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• Your local Toyota dealer will be more than happy to answer any of your questions.
• For more information on this and other campaigns, please visit www.toyota/lexus.com/recall.
 If you require further assistance, you may contact the Toyota Customer Experience 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.

m

If you would like to update your vehicle ownership or contact information, please visit https://www.toyota.com/recall/updateinfo-toyota. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.

Sa

If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.

TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.

This vehicle is involved in a Special Service Campaign. At this time, remedy parts are not available, and the remedy has NOT
been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to have the remedy
performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/ and regularly
check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to input your 17-digit Vehicle
Identification Number (VIN).
VIN

Campaign Code

Model

Model Year

Customer Information
Customer Name

Customer Email

Customer Address

Home Phone #
Mobile Phone #
Date

Please provide this information so that Toyota or your dealer can notify you when the remedy becomes available. This
information will only be used for campaign communications. If you’d like to update your preferred contact information
in the future, visit www.toyota.com/ownersupdate or contact us at 1-888-270-9371.
Dealer Information
Dealer Name/Address

Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature

© 2020 Toyota Motor Sales, USA – Version 3b