Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: June 27, 2024
To:

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

CUSTOMER SUPPORT PROGRAM 24TE03
Certain 2013 – 2018 Model Year Rav4
Rav4 Battery 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 April 9, 2024, a settlement of claims for certain 2013-2018 model year Rav4 vehicles was preliminarily
approved by the federal court. The court will hold a Fairness Hearing on November 19, 2024 to determine if
the settlement should be finally approved. The settlement includes Toyota’s agreement to provide a Customer
Support Program for certain 2013-2018 model year Rav4 vehicles which were inspected/repaired under
consumer advisory 21TG01. 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.).
Customer Support Program Details
Under the terms of the Customer Support Program, Toyota will offer an Inspection Program to confirm the
vehicle’s 12-volt battery size is correct and to inspect, and if necessary, replace certain components used
to secure the battery. The Inspection Program will not cover repairs for any collision damage affecting the
installation condition of the battery. If an owner has previously had their vehicle inspected under
Consumer Advisory 21TG01, the owner may request an additional inspection under the Inspection
Program.
•

This coverage will be offered until the remedy under Safety Recall 23TA13 is available for your vehicle.

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.

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Customer Support Program 23TE04- Page |2

Covered Vehicles
Model / Years
2013-2018 RAV4

Production Period
Late November 2012 –Mid-November 2018

Approximate Total Vehicles
1,854,000

There are approximately 1,854,000 vehicles covered by this Customer Support Program. Approximately 19,900
vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Owner Notifications will be mailed to owners by the court appointed Settlement Notice Administrator starting
in late June 2024.

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 (1-888-270-9371) - 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 than the Inspection Program, please
direct them to the settlement website www.Rav4BatteryAssemblySettlement.com or call 877-522-3626. 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 the settlement website www.Rav4BatteryAssemblySettlement.com or call
877-522-3626.
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
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Customer Support Program 23TE04- Page |3

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 only should be ordered as needed based on specific vehicle inspection.
Part Number
Description
74404-0R030
Clamp Sub-Assy, Battery (VINs starting with “2”)
74404-42190
Clamp Sub-Assy, Battery (VINs starting with “J”)
90119-A0213
Bolt, W/Washer
74431-0R040
Tray, Battery
74451-10061
Bolt, Battery Clamp (J-Hook)
90182-A0027
Nut, W/Washer

Part Number

Description

0041121001*

Label, Battery Clamp (Group 35)*

Quantity
1 (as needed)
1 (as needed)
1 (as needed)
1 (as needed)
1 (as needed)

Quantity
1 sheet (10
labels)*

*These labels can be ordered through the MDC
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:
• TIC206A – Electrical Repair 1
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.
Inspection Procedures
Refer to TIS for Technical Instructions on inspection.

NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
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.
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Customer Support Program 23TE04- Page |4

•

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

Op Code
24TE03R1

Description
Inspect Battery Size - Size
Correct, and Confirm Secured
(Ok)

© 2024 Toyota Motor Sales, USA

Flat Rate Hours
0.2

Customer Support Program 23TE04- Page |6

24TE03R2

24TE03R3

24TE03R4

24TE03R5

24TE03R6

•
•

Inspect Battery Size - Size
Correct, Not Secured Properly,
Condition Corrected
Inspect Battery Size - Wrong
Battery, Customer declines New
battery, Disclosure provided
Inspect Battery Size – Size Correct
– Crash damage, Disclosure
provided
Inspect Battery Size – Wrong
Battery – Crash damage,
Disclosure provided
Inspect Battery Size - Wrong
Battery, Battery Replaced and
Secured

0.4

0.2

0.2

0.2

0.4

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Towing can be claimed under Op Codes 24TE03R1 – 24TE03R6 for a maximum of $250 as sublet type “TW”
in the event the customer requests vehicle pickup.
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 related to this
condition, please direct the customers to the settlement website www.RAV4BatteryAssemblySettlement.com
or have them call 1-877-522-3626.
In addition, owners may be eligible for partial reimbursement if their vehicle’s battery was identified as the
wrong size under the Inspection Program and it was replaced with a correct battery. Owners can be
directed to the settlement website www.RAV4BatteryAssemblySettlement.com or have them call 1-877-5223626 for more information.

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Customer Support Program 23TE04- Page |7

Campaign Designation / Phase Decoder

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-bystep procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2024 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM 24TE03
Certain 2013 – 2018 Model Year Rav4
Coverage for Rav4 Battery Class Action Settlement
Frequently Asked Questions
Original Publication Date: June 27, 2024
Background
On April 9, 2024, a settlement of claims for certain 2013-2018 model year Rav4 vehicles was preliminarily
approved by the federal court. The court will hold a Fairness Hearing on November 19, 2024 to determine if
the settlement should be finally approved. The settlement includes Toyota’s agreement to provide a
Customer Support Program for certain 2013-2018 model year Rav4 vehicles which were inspected/repaired
under consumer advisory 21TG01.
Q1:
A1:

What are the Customer Support Program details?

Under the terms of the Customer Support Program, Toyota will offer an Inspection Program to confirm the
vehicle’s 12-volt battery size is correct and to inspect, and if necessary, replace certain components used
to secure the battery. The Inspection Program will not cover repairs for any collision damage affecting the
installation condition of the battery. If an owner has previously had their vehicle inspected under
Consumer Advisory 21TG01, the owner may request an additional inspection under the Inspection
Program.
•

This coverage will be offered until the remedy under Safety Recall 23TA13 is available for your vehicle.

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.

Q1b When will owners be notified about this Customer Support Program?
A1b: Owner Notifications will be mailed to owners by the court appointed Settlement Notice
Administrator starting in late June 2024.

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Q2:
A2:

What is Consumer Advisory 21TG01?
During an investigation of reported battery fires in 2013-2018 RAV4 vehicles with gasoline engines
(excluding hybrid models), Toyota discovered that many non-Toyota retailers and others who sell or
install replacement batteries were recommending a small size battery for replacement. Toyota
specifies a particular size replacement battery for the RAV4 that does not include this small size. The
smaller battery may not fit securely with the RAV4’s battery mounting parts, and, in some cases, can
move around when the vehicle is driven, causing a short circuit. Using the wrong size battery, or not
installing a replacement battery properly, can cause damage to the battery and the vehicle, and it
could cause a vehicle fire. Toyota announced Consumer Advisory 21TG01 in 2021 to inspect the
battery size in the subject vehicles and replace certain battery hold down components if they are
damaged or missing.

Q3:
A3:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,854,000 vehicles covered by this Customer Support Program.
Model Name

Model Year

Production Period

Rav4

2013 -2018

Late November 2012 –Mid-November 2018

Q4:
A4:

Which part(s) are covered by this Customer Support Program?

Q5:
A5:

What if my vehicle has the wrong size battery installed?

The specific component(s) covered by this Customer Support Program are as follows:
1. The battery clamp (hold-down bracket)
2. The bolt that secures the battery clamp to the vehicle
3. The J-hook bolt
4. The nut that threads onto the J-hook bolt
5. The tray under the battery

If the wrong battery size is installed in your vehicle, Toyota recommends that the correct size battery
be installed promptly. If the vehicle owner chooses to replace the battery, they can seek partial
reimbursement for the battery cost through the court appointed administrator. Refer to the question
below about reimbursement details. If the owner would prefer to purchase a correct size battery other
than through a Toyota dealer, please have the installer carefully follow the instructions contained on
the label that is located on the battery hold down bracket. If the dealer was unable to install the label,
they can provide one to you for when you replace the battery. Please note that the partial

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reimbursement mentioned above is only available if the battery replacement is performed at a Toyota
dealer.
Q6:
A6:

If I have this inspection performed and components replaced, do I still need to come in for the Safety
Recall Remedy when it becomes available?
Yes, even if you have the inspection performed you still need to have the remedy performed under
Safety Recall 23TA13. Toyota will mail owners directly when the remedy for Safety Recall 23TA13 is
available.

Q7:
A7:

How long will the repair take?

Q8:
A8:

What if I previously paid for repairs related to this Customer Support Program?

Q9:
A9:

What if I have additional questions or concerns?

The repair takes approximately 45 minutes. However, depending upon the dealer’s work schedule, it
may be necessary to make the vehicle available for a longer period of time.

Reimbursement consideration instructions should be directed to the to the settlement website
www.RAV4BatteryAssemblySettlement.com or call 1-877-522-3626.

If you have additional questions or concerns about the settlement, please visit the settlement website
www.RAV4BatteryAssemblySettlement.com or call 1-877-522-3626.

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© 2024 Toyota Motor Sales, USA