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Assuring Quality

Learn about our customer-focused approach to quality issues.

We are committed to delivering the highest quality and providing complete customer satisfaction by constantly improving our products and services.

We have designed effective procedures so that when a customer encounters a problem, we can assess the issue and put things right, with least inconvenience caused for our customers.

Our quality offices around the world check on our performance and seek ways of doing things better. Our “customer first” philosophy is a part of Toyota DNA and means we always listen to what our customers have to say and use their opinions and experiences to make improvements.


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A customer-focused approach to quality issues

Our commitment to quality does not end when we hand over the vehicle to you. Through vehicle recalls and our customer service and satisfaction campaigns, we ensure quality issues are recognised and addressed when and where necessary. Since 2010 we have carried out a worldwide re-organisation of the way we work to maintain and improve the quality of our products and our service. Throughout, we take care to understand the situation from your point of view.

Early detection and early resolution

We have designed a step-by-step method to ensure any problems with our vehicles are identified and remedied as quickly and thoroughly as possible. Early Detection and Early Resolution is our global process for checking, assessing, and rectifying any reported problems. The information and details of any remedial actions are shared so that any recurrence can be prevented, or promptly rectified.

Our EDER mission is to minimise your inconvenience while solving any problem within the shortest time possible and taking action to prevent an issue from spreading further or becoming more serious. 

Customer quality offices

We have created a network of regional Customer Quality (CQ) offices that serve to coordinate worldwide quality control, forming a link between the leadership provided by our global headquarters and the local quality activities carried out across Europe.

In Europe, the CQ office is located in Brussels. The CQ offices' mission is to ensure that the different parts of our business work together to maintain and constantly improve quality, operating with transparency, taking prompt action, and actively listening to the voices of Toyota owners. 

Recalls

When we discover an issue that might compromise the safety of customers, we will immediately take the necessary steps to correct the matter. The actions we take will be the subject of a vehicle recall. The owners of all the vehicles affected will be contacted and the repairs or adjustments we make to their vehicle will be carried out at no cost to you.

“When consumers purchase a Toyota, they are not simply purchasing a vehicle, truck or van. They are placing their trust in our company”

Akio Toyoda

FAQs

Vehicle owners will be informed by letter or by a phone call. Where we find that customers have, for any reason, not brought their vehicle in for a recall inspection or work, we will follow up on our notification with a reminder. 

The notification will confirm the model name and registration/licence plate of your vehicle.

You will be asked to arrange to take your vehicle to a local authorised Toyota dealer or workshop, at a convenient time for the recall inspection and any associated work to be carried out.

It will describe the possible defect that has been identified and the potential hazard(s) it could cause.

It will explain what warning signs you may notice, both in the way the vehicle behaves when driven and any warning lights you might see on the instrument panel.

It will explain how we intend to fix the problem, when that solution will be available and how long it should take to carry out.

It will advise you what to do next and provide you with contact information if you have any concerns or questions.

The notification will make clear what your next steps should be.

In most cases you will need to contact your local authorised Toyota dealer or workshop to make an appointment for a vehicle inspection and, if required, repair.

You will be told how and where to find out further information if there is anything you do not understand, or if you need further explanation.

If you do not receive a notification, but believe your vehicle is involved in a recall, you can contact your local authorised Toyota dealer for advice.

We recommend you have your vehicle inspected and, if necessary, repaired as soon as possible. In the unlikely event of an issue being detected that presents an immediate, serious concern, additional steps will be taken to alert vehicle owners.

No, all recall inspections and any associated repair work will be carried out by an authorised Toyota dealer or workshop at no cost to the customer.