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

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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 quality_compliance@toyota.com 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.

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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
• Vehicles branded as salvage, total loss, true mileage unknown, or similar title ARE NOT 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
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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.

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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
Replace the IPM Transistor
1.
Replace the MG ECU
2.
Replace the inverter current sensor sub-assembly
3.
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.
Replace the inverter wire sub-assembly
4.
Replace the inverter assembly
5.
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



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•

•

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.