Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 9, 2023
To:

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

CUSTOMER SUPPORT PROGRAM 23TE04
Multiple Models and Model Years
Denso Low Pressure Fuel Pump Class Action Settlement
Please note that direct marketing of this Customer Support Program is strictly prohibited
(Warranty Policy No. 5.21). Non-compliance with this policy may result in a claim debit.
All parts replaced for this repair will be subject to parts recovery and warranty parts inspection.
On December 20, 2022, a settlement of claims for certain low pressure fuel pumps was approved by the federal court.
The settlement includes Toyota’s agreement to provide a Customer Support Program for certain 2014-2020 model
year (MY) vehicles originally equipped with low pressure fuel pumps repaired under Safety Recall 20TA02, Safety
Recall 21TA03, Safety Recall 21TA05 or Special Service Campaign 21TC03. The purpose of this Customer Support
Program letter is to help clarify how to administer this coverage in accordance with the settlement.
This is NOT a recall or a service campaign, but is provided to reassure owners that Toyota stands behind the
reliability of our vehicles. Please ensure that involved staff members thoroughly read and understand the
documents relating to this CSP (e.g., the Dealer Letter, the TSB, etc.).

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Customer Support Program Details
This Customer Support Program provides coverage as it applies to the low pressure fuel pump on the involved vehicles. The
specific condition covered by this program is defects in the material or workmanship of the low pressure fuel pump. If the
condition is verified, the vehicle will be repaired with a new low pressure fuel pump under the terms of this Customer Support
Program.
•

This coverage will be offered until July 15, 2036 and up to 150,000 miles whichever comes first.

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
2014 – 2015 4Runner
2018 – 2019 86
2018 – 2020 Avalon
2018 – 2020 Camry
2018 – 2020 Corolla
2014 – 2015 Landcruiser
2017 – 2019 Highlander
2019 – 2020 Rav4
2018 – 2020 Sequoia
2017 – 2020 Tacoma
2019 – 2020 Yaris Sedan

2018 – 2019 4Runner
2014 FJ Cruiser
2019 Avalon Hybrid
2018 – 2020 Camry Hybrid
2019 Corolla Hatchback
2018 – 2019 Landcruiser
2017 – 2019 Highlander Hybrid
2019 Rav4 Hybrid
2017 – 2020 Sienna
2018 – 2020 Tundra
2020 Yaris Hatchback / Yaris R

There are approximately 2,933,900 vehicles covered by this Customer Support Program. Approximately 28,900 vehicles involved
in this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Owner Notifications were mailed to owners by the court appointed Settlement Notice Administrator during the period
from September 22, 2022 to November 4, 2022.

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Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers may contact your dealership with questions regarding the Customer Support Program. Please welcome them to your
dealership and answer any questions that they may have.
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.
Note: If the question is in reference to the other aspects of this settlement, please direct them to the settlement website
www.toyotafuelpumpsettlement.com or call 833-512-2318. A copy of the settlement agreement is also available on the
website; it includes a description of the settlement, and estimated dates and deadlines.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty Policy 5.21,
“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 Support 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.
Parts Lookup and Ordering
Parts lookup and Ordering will be done through Campaign Part Order Request (CPOR) on Service Lane
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.

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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 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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-009-23.
Parts Recovery Procedures
All parts replaced as part of this Customer Support 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.

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Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty claim.
Model
4Runner
FJ Cruiser
Avalon
Camry
Sequoia
Tundra
Highlander
Corolla/Corolla Hatchback
Sienna
Tacoma (V6 Engine)
Tacoma (4cyl Engine)
Land Cruiser
Rav4
Yaris/Yaris Hatchback/Yaris R
86
Highlander Hybrid
Camry Hybrid
Avalon Hybrid
Rav4 Hybrid
•

•

Op Code
23TE04R1
23TE04R2
23TE04R3
23TE04R4
23TE04R5
23TE04R6
23TE04R7
23TE04R8
23TE04R9
23TE0410
23TE0411
23TE0412
23TE0413
23TE0414
23TE0415
23TE0416
23TE0417
23TE0418
23TE0419

Description

Replace low pressure fuel pump

Flat Rate Hours
2.4
1.7
0.7
0.7
1.5
1.5
2.1
0.8
2.3
1.1
1
1.9
0.8
1.2
1.6
2
0.9
0.9
0.9

A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed as a sublet type “RT”
under any of the op codes listed above if the vehicle will be held for more than four hours or the customer reasonably
demonstrates a need for a loaner vehicle similar to the vehicle being brought in during the repair.
o Refer to the Toyota Transportation Assistance Policy (TTAP) for additional information.
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 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.
o 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 Customer Support 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
For reimbursement instructions for previously paid out-of-pocket expenses incurred to repair or replace Denso low pressure
fuel pumps, please direct the customers to the settlement website www.toyotafuelpumpsettlement.com or have them call
833-512-2318.
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Campaign Designation / Phase Decoder

23TA01
23

T

A

01

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 Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2023 Toyota Motor Sales, USA