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 23TE02RA, 23TE02RB, 23TE02RC, 23TE02RD, 23TE02RE, 23TE02RF, 23TE02RG,
23TE02RH, 23TE02RJ and 23TE02RK 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 t o m e r C o n f i d e n c e P r o g r a m - P a g e |7

Campaign Designation / Phase Decoder

23TE02
19

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

© 2023 Toyota Motor Sales, USA

CUSTOMER CONFIDENCE PROGRAM 23TE02
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): P0A7A and/or P0A78 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:
A1c:

Which Warning Lamps are illuminated on the instrument panel when the vehicle enters Fail-Safe 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.

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
(if equipped)

Check Engine Warning Light

Electronically Controlled
Brake System Warning Light

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

Production Period

Prius

2010 - 2015

Prius V

2012-2017

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 23TE02.
•
•

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:

Which part(s) are covered by this Customer Confidence Program 23TE02?
The specific conditions covered by this Customer Confidence Program 23TE02 are: (i) Failure of the IPM located inside
the inverter assembly of the hybrid system indicated by hybrid system diagnostic trouble codes (DTCs): P0A7A and/or
P0A78 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.
.

Q6:
A6:

What should an owner/lessee do if experiencing a condition described in this Customer Confidence Program 23TE02?
If an owner/lessee thinks that they have experienced a condition described in this Customer Confidence Program
23TE02, 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 the condition but would like to have the repair completed?
This Customer Confidence Program 23TE02 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:
A11:

What if the media contacts me?
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