Q & A
1. What is Toyota doing to address the DPF issue?
Toyota has an existing Customer Service Exercise (CSE) underway for DPF. A CSE involves proactively contacting all owners of potentially affected vehicles and giving them the opportunity to present their vehicle at their convenience and have the CSE performed free of charge.
This means that, all customers with potentially affected vehicles have been contacted by letter and are requested to make contact with their closest/preferred Toyota Dealer.
Toyota Dealers will:
- Reprogram the engine control module with the latest level software for the ECU.
- Replace existing DPF with latest hardware
All inspection work and replacement, if required, will be completed free of charge to our customers.
2. I’m scheduled to pick up my new Prado/Fortuner/HiLux soon, but I’m concerned it is affected by the DPF issue?
The Customer Service Exercise (summarised in question 1 above) applies to the following vehicles:
||5 June 2015 - 1 June 2018
||9 January 2015 – 31 May 2018
||9 January 2015 – 31 May 2018
All customers with potentially affected vehicles have been contacted by letter.
Toyota is always here to assist you. If you experience any issues at all, please contact us.
3. Is Toyota doing anything else to support its customers?
In addition to the CSE, as part of our commitment to ongoing customer satisfaction, we have extended our warranty on the DPF system to 10 years from the first delivery date of the vehicle when new, with no limitation on kilometres.
This warranty extension applies to customers who may have experienced an issue with the DPF system which may present as substantial white smoke discharged during the regeneration process or the Malfunction Indicator Lamp (MIL) may illuminate and in some cases, as a precautionary measure, engine power may be reduced (‘limp home’ mode).
4. What is meant by ‘no limitation on kilometres’ if my extended warranty is for 10 years?
The DPF system warranty period of 10 years starts from the first delivery date of the vehicle when new. The odometer reading or the mileage of your vehicle during this 10-year period does not affect your warranty coverage. The rights under this warranty period for the DPF system are in addition to your rights under the Australian Consumer Law.
5. What is the first delivery date and where can I find my vehicle’s first delivery date?
The first delivery date is the date on which the vehicle was first registered in a motor vehicle register in a state or territory within Australia. To find out the first delivery date of your vehicle, you can refer to your service logbook or contact your nearest / preferred Toyota dealer.
6. Does my vehicle need a DPF manual regeneration switch?
The DPF manual regeneration switch is now fitted as standard across the range of Toyota diesel vehicles as part of Toyota Australia's initiative to standardise features across vehicle models.
The switch offers drivers more flexibility to initiate a regeneration where the DPF cannot reach the optimum temperature to complete an automatic regeneration.
If you have any questions about DPF manual regeneration switches, please contact your closest or preferred Toyota Dealer or the Guest Experience Centre on 1800 869 682 (Monday to Friday 10.30am to 5.30pm AEST).
7. Why isn’t this a recall?
Recalls are commenced where vehicles may potentially have a defect which presents a safety risk to consumers. There are no safety concerns associated with the DPF issue.
8. What if I haven’t been contacted and I have a DPF concern or issue?
For any further queries contact the Guest Experience Centre on 1800 869 682 (Monday to Friday 10.30am to 5.30pm AEST).
Information about the Class Action
9. Are you doing this because there is a class action?
No. The purpose of this exercise is to ensure we are living up to our customer’s expectations. This is what is important to us as we are one of the most trusted automotive brands in Australia and your confidence in us is important.
10. What about the class action against Toyota regarding DPF?
We are unable to comment on matters before the courts but reiterate our commitment, as always, to helping our customers with any questions or concerns they have about their vehicle.
We encourage any Toyota owners with questions or concerns about their DPF to contact their closest or preferred Toyota Dealer or the Guest Experience Centre on 1800 869 682 (Monday to Friday 10.30am to 5.30pm AEST).
11. Should I join the class action?
Our customers are free to seek independent legal advice in all circumstances. Toyota Australia is unable to comment as this matter is before the courts.
In the meantime, we encourage you to contact us on 1800 869 682 (Monday to Friday 10.30am to 5.30pm AEST) with your further questions or concerns about your DPF.
12. Why does the class action date range run into 2020?
That decision is made by those who have brought the claim.
Important additional information about the class action
If at any time during the period between 1 October 2015 and 23 April 2020, you acquired a Toyota HiLux, Fortuner or Prado fitted with a 1GD-FTV engine or 2GD-FTV engine, you may be a group member in the class action filed in the NSW Federal Court.
Important information about your right to opt out of the class action is available here or on the class action page of the Federal Court’s website.