Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: July 15, 2021
To:

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

SPECIAL SERVICE CAMPAIGN 21TC03 (Remedy Notice)
Certain 2017 – 2019 Model Year Highlander Hybrid Vehicles
Certain 2018 – 2020 Model Year Camry Hybrid Vehicles
Certain 2019 Model Year Avalon Hybrid Vehicles
Certain 2019 Model Year Rav4 Hybrid Vehicles
Low-Pressure Fuel Pump
Model Years / Model
2017 – 2019 Highlander Hybrid
2018 – 2020 Camry Hybrid
2019 Avalon Hybrid
2019 Rav4 Hybrid

Production Period
Mid-July 2017 – Early December 2019
Late October 2017 – Mid-September 2019
Mid-April 2018 – Early June 2019
Early January 2019 – Late September 2019

Approximate Total Vehicles
42,600
45,200
8,300
34,000

Condition
The subject vehicles are equipped with a low-pressure fuel pump which may stop operating. If this were to
occur, warning lights and messages may be displayed on the instrument panel, and the engine may run rough.
This will lead to the vehicle entering a failsafe driving mode in which the vehicle can still be driven for certain
distances.
Remedy
Any authorized Toyota dealer will replace the low-pressure fuel pump with an improved one FREE OF CHARGE.
Covered Vehicles
There are approximately 130,100 vehicles covered by this Special Service Campaign. Approximately 50 vehicles
involved in this Special Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in mid-July 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.

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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.

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 21TC03” 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.

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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 (1-888-270-9371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
Optimal Fuel Level
Your dealership and your customers may both benefit from decreased repair times if the customer arrives at
the dealership with the optimal level of fuel in their vehicle because it will eliminate the need to drain fuel
during the repair process.
Below are the optimal fuel levels recommended by Toyota. While it is not a requirement, Toyota recommends
that you share this with customers when scheduling appointments. Toyota has also included this
recommendation in the owner letter.
Model

Slightly less than full

Highlander Hybrid

√

Camry Hybrid
Avalon Hybrid
Rav4 Hybrid

1/3 tank or less

√

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 (469) 292-1165 in Toyota Corporate Communications. Please
do not provide this number to customers. Please provide this contact only to media.

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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.
All Safety Recall, Service Campaign (SSC/LSC) 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.
Model

Part Number
04009-86531
04009-81433

Quantity
1
1

Camry Hybrid
Avalon Hybrid

04009-86325
04009-80747
04009-95106

1
1
2

KIT, PUMP, FUEL
REPLACEMENT KIT, FUEL PUMP
HOOK, REAR SEAT CUSHION LOCK SSP KIT

Rav4 Hybrid

04009-86325
04009-9510R

1
1

KIT, PUMP, FUEL
HOOK, RR SEAT LOCK, W/GKT&SEAL SSP KIT

Highlander Hybrid

Description
KIT, PUMP, FUEL
REPLACEMENT KIT, FUEL PUMP

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 have completed all of the following courses:
• T623 Electrical Circuit Diagnosis
It is the dealership’s responsibility to select technicians that have completed the above courses 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.
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.
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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.
Vehicles Emission Recall Proof of Correction Form (California only)
As this Special Service Campaign includes emission related parts, California dealers are requested to fill out
the Vehicle Emissions Recall – Proof of Correction form after repairs have been completed. The vehicle owner
may require this form for vehicle registration renewal. It is important to note that the forms are an official state
document and blank forms must be secured to prevent misuse.
Booklets can be ordered from the MDC (material number 0041092007).
Please complete the form and provide it to the owner. The first
non-completed VINs will be submitted to the California state
DMV by early February 2022. If the vehicle owner’s warranty claim
will not be processed and paid prior to this date, please be sure to complete a form and provide it to a
California owner.

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Warranty Reimbursement Procedures
Warranty Reimbursement Procedure

Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the RO.
2. Check for Campaign eligibility using TIS.

Not
Covered

No further action required.

Covered

Remove Fuel Suction
Tube Assembly from vehicle

Disassemble Fuel Suction
Tube Assembly

Install NEW fuel pump

Reassemble Fuel Suction
Tube Assembly

Reinstall Fuel Suction Tube
Assembly into vehicle

Model
Highlander Hybrid
Camry Hybrid
Avalon Hybrid
Rav4 Hybrid
•
•

Op Code
TC0301
TC0302
TC0303
TC0304

Campaign complete.
Return the vehicle to the customer.

Description
Replace Low-Pressure Fuel Pump

Flat Rate Hours
2.0
1.5
1.7
1.6

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Towing can be claimed under any of the Op Codes listed above for a maximum of $250 as sublet type
“TW” in the event the customer’s vehicle has experienced the condition and cannot be driven to the
dealership.
• Towing invoice MUST be attached to all towing claims. These claims may be subject to debit if towing
invoice is not attached.

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.
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Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.

Campaign Designation / Phase Decoder

19TA01
19

T

A

01

Year Campaign
is Launched

Vehicle Make

Field Action Category and Phase

Field Action Sequence

A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall

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

(The sequence is unique for each
Field Action category)