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Emissions Information

Every single customer is important to us.

The EA189 service action is about much more than just engines. It is about every single customer.



That’s why we have so far successfully updated over eight hundred thousand Audi vehicles.



But we did not stop there. We have continued to develop, test and check. All of our technical measures have been approved by the German Federal Motor Transport Authority after rigorous testing. This means we can now implement the technical measure in affected Audi diesel engines in the United Kingdom.



We thank you for your patience and loyalty towards our brand.



We will continue to work around the clock to restore your trust in the Audi brand. And we won’t be 100% satisfied until our customers are 100% satisfied with Audi again.



Because every single customer is important to us.


Trust Building Measure – EA189 NOx issue

1. What is Audi’s Trust Building Measure?
With the Trust Building Measure, Audi is informing its customers that it would consider any complaints that are established to have arisen as a result of the implementation of the technical measure on vehicles with EA189 type diesel engines and that relate to certain parts of the engine and exhaust treatment system. The Trust Building Measure applies for a period of 24 months from when the vehicle receives the technical measure and only to vehicles with mileage of under 160,000 miles at the time the Trust Building Measure is implemented (whichever comes earlier).


Audi has always said that implementing the technical measure has no adverse impact on fuel consumption figures, CO2 emissions figures, engine output, torque, noise emissions, or durability of the engine and its components. All figures relevant to type approval for the vehicle will remain valid. The regulatory authorities have expressly confirmed that the regulatory requirements are met. The confirmation also applies to the durability requirements for emission control systems. The Trust Building Measures has no bearing on this position.

With the Trust Building Measure, Audi is sending a clear signal that the update has no negative effects on vehicle durability. This measure should serve to strengthen customer confidence in the technical measure and should encourage more customers to have their cars updated.

Customers can obtain detailed information about the terms and scope of the Trust Building Measure from all authorized Centres and workshops for their respective vehicle brand.
2. Which brands are offering the Trust Building Measure and which models are affected?
The Trust Building Measure applies to all Volkswagen, Volkswagen Commercial Vehicles, Audi, SEAT and ŠKODA models with EA189 type diesel engines that have received the technical measure.
3. To whom does the Trust Building Measure apply?

The Trust Building Measure will be offered to all Audi customers whose vehicles are fitted with an EA189 type diesel engine and who are having their vehicle updated as part of service measure 23R7 in the context of the EA189 NOx issue. It applies only to vehicles with mileage of under 160,000 miles at the time the Trust Building Measure is implemented. To be eligible, customers must present proof that all manufacturer-recommended service and maintenance work has been completed (i.e. this applies to vehicles with a full service history).

The Trust Building Measure also extends to all customers whose eligible vehicles have already received the technical measure, from the date they received it (provided that all other requirements for the Trust Building Measure are met). The Trust Building Measure is linked to the vehicle identification number and would extend to a new owner if the vehicle is sold within the 24-month period covered by the application criteria.

The Trust Building Measure applies worldwide with the exception of the United States, Canada and South Korea, which are subject to different regulations.
4. Which components are covered by the Trust Building Measure?
The Trust Building Measure covers a total of 11 components within the exhaust gas recirculation system, the fuel injection system and the emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, exhaust gas recirculation valve, exhaust gas recirculation pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines.

The Trust Building Measure has no bearing on Audi’s position that the technical measures do not have any negative effects on the durability of the engine and its components. The regulators have confirmed that the technical measures meet all legal requirements and have no adverse impact on fuel consumption figures, CO2 emissions figures, engine output, torque and noise emissions.
5. What are the conditions for the Trust Building Measure?
In addition to the conditions outlined above:

1) The Trust Building Measure

• can only be made to, assessed by and used with an authorised Centre,
• applies to complaints only in materials used and work performed on the following components of the EGR, fuel injection system and emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, EGR valve, EGR pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines,
• does not cover replacement vehicles, out of pocket expenses, damages etc.

(2) provided that

• the affected EA 189 vehicle has participated in the service action 23R7
• the vehicle has been correctly serviced in accordance with the service schedules, updates and recalls as required by Audi

(3) and provided that none of the following cases apply:

• cases of natural wearing, ie impairment of vehicle by wear and tear,
• the owner or a non authorised service partner or Centre has not orderly repaired, serviced or cared the vehicle (e.g. by using non genuine parts etc.),
• instructions for operation, treatment and care of the vehicle as e.g. outlined in the instruction manual have not been met,
• vehicle has been damaged by third party instances or external conditions such as accident, thunderstorm / hail, flood etc. which has caused the issue complained of,
• any complaint regarding the particulate filter which is due to ash load,
• parts have been built into the vehicle or the vehicle has been changed in an unauthorised way, e.g. through (chip) tuning,
• vehicle has been operated improperly, eg for motorsport competitions or in case of overload,
• vehicle holder has not notified a complaint within a reasonable time frame,
• vehicle holder has not given Audi the opportunity to deal with the issue within a reasonable time frame.
6. Does the Trust Building Measure also apply if my vehicle has already participated in the technical measure?
Yes. As above, the Trust Building Measure also extends to all customers whose eligible vehicles have already received the technical measure, from the date they received it (provided that all other requirements for the Trust Building Measure are met).

If any customer has already incurred costs for relevant work performed on their vehicle, which they established to have arisen as a result of the implementation of the technical measure, Audi will be pleased to investigate for you whether those costs will be covered by Audi. Any requests for such cost coverage must have been made to an authorised Audi service partner within the same country as the work was conducted before 31 December 2017.
7. What rights do consumers have according to the Trust Building Measure (TBM)?
With the Trust Building Measure, Audi is informing its customers that it would consider any complaints that are established to have arisen as a result of the implementation of the technical measure on vehicles with EA189 type diesel engines and that relate to certain parts of the engine and exhaust treatment system.

The Trust Building Measure covers a total of 11 components within the exhaust gas recirculation system, the fuel injection system and the emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, EGR valve, EGR pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines.

The Trust Building Measure applies for a period of 24 months from when the vehicle receives the technical measure and only to vehicles with mileage of under 160,000 miles at the time the Trust Building Measure is implemented (whichever comes earlier).

It also extends to all customers whose eligible vehicles have already received the technical measure, from the date they received it (provided that all the other requirements for the Trust Building Measure are met).

The Trust Building Measure has no bearing on Audi’s position that the technical measures do not have any negative effects on the durability of the engine and its components. The regulators have confirmed that the technical measures meet all legal requirements and have no adverse impact on fuel consumption figures, CO2 emissions figures, engine output, maximum torque and noise emissions.

With the Trust Building Measure, Audi is sending a clear signal that the update has no negative effects on vehicle durability. This measure should serve to strengthen customer confidence in the technical measure and should encourage more customers to have their cars updated.

Detailed information is available about the terms and scope of the Trust Building Measure from all authorized Centres and workshops for their respective vehicle brand, as well as online.

Of course all customers can also contact the responsible customer service contact by letter, e-mail or telephone on 0800 954 0225. (Amend by brand)

FAQs

Here are some important FAQs relating to current developments at Audi.
Please note that the below FAQs apply to the EA189 service action only.
What is our position on the group claim brought against the Volkswagen Group?
The Volkswagen Group and the claimants have reached an out of court settlement in the Audi NOx Emissions Group Litigation. No admissions in respect of liability, causation or loss have been made the Volkswagen Group in the group action as part of the settlement.
Our press release can be found here [Official Media Site - VWGUK Newsroom (volkswagengroup.co.uk)].
My vehicle is affected. Do I need to take it to a workshop immediately?
No. This is not a mandatory safety recall in the UK, but is instead a voluntary service action, so you do not need to have the technical measure implemented in your vehicle.

The NOx emissions issue does not change the fact that your vehicle remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition, this issue does not impact the fuel consumption or any other aspect of the affected vehicles’ performance during normal use.
Why does my car need a technical measure?
This is not a mandatory safety recall in the UK, but is instead a voluntary service action, so you do not need to have the technical measure implemented in your vehicle. The purpose and rationale for the technical measures was to remove any possible concern that the vehicles did not meet the relevant legislative requirements. If you do wish to have the technical measure implemented in your vehicle, please book an appointment with your local authorised Audi Centreship.
I’ve received a letter telling me that the technical measures for my vehicle are ready, what do I do now?
If you have received a letter from Audi UK advising that the technical measures are available for your vehicle, and you wish to have the technical measures implemented you may contact your local or preferred Audi Authorised Repairer or book online by using our online service booking tool at your earliest convenience.
My vehicle is affected. Can I still drive it?
Yes.

The emissions issue relates to the characteristics of nitrogen oxides (NOx) emissions when experiencing test conditions.

The NOx emissions issue does not change the fact that your vehicle remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition the result of your vehicle's MOT will not be affected by the NOx emissions issue, whether your vehicle receives the technical measures or not and there is no reason why your vehicle insurance would be affected by this NOx emissions issue.
My vehicle is affected. Will I be charged for getting the service action?
Yes.

The emissions issue relates to the characteristics of nitrogen oxides (NOx) emissions when experiencing test conditions.

The NOx emissions issue does not change the fact that your vehicle remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition the result of your vehicle's MOT will not be affected by the NOx emissions issue, whether your vehicle receives the technical measures or not and there is no reason why your vehicle insurance would be affected by this NOx emissions issue.
I do not want to have my car updated. What will happen?
You are not required to have the technical measures implemented in your vehicle. This is not a mandatory safety recall in the UK, but a voluntary service action. Your vehicle has been approved by an independent approval authority, which means it is legally allowed to be driven on the roads (with or without the technical measure).
You are not, therefore, breaking the law by driving your vehicle and the NOx issue has no impact on the safety, legal compliance or roadworthiness of your vehicle. The technical measures will not, therefore, be implemented in your vehicle without your consent.

We would, however, like to offer you the opportunity to implement the technical measures in your vehicle, and will implement the technical measure in your vehicle at your earliest convenience if you would like us to do so.
I have a complaint after my car has received the technical measure. What do I do?
If you experience a problem with your vehicle, please contact your local or preferred Audi Authorised Repairer or call the Diesel-Hotline on 0800 954 0225

The relevant approval authorities have tested and approved the technical measure, and have confirmed that it does not have an adverse effect on affected vehicles‘ official fuel consumption figures, CO2 emissions figures, engine power, maximum torque or noise emissions. This was a key precondition for approval of the technical measure by the relevant authorities.
Will I receive a confirmation from the Audi Authorised Repairer after the technical measure has been implemented and what should I do if I ever lose that confirmation?
Yes, you will receive a written confirmation from the Audi Authorised Repairer after the technical measure has been successfully implemented. If you lose this confirmation or have not received it, please contact our customer service team on 0800 954 0225
Are EU6 Diesel engines affected by this NOx emissions testing issue?
No, our EU6 diesel engines are not affected by this NOx emissions issue.
Can the update cause any damage to the vehicle?
No, the update cannot cause any damage to your vehicle.
Will the planned Service action apply to all vehicles affected by this issue?
Yes, technical measures are available for all vehicles affected by the NOx emissions issue.
What should a customer do when purchasing a used vehicle that is affected by the EA189 NOx issue that has not yet had the EA189 service action?
If you purchase a used vehicle that is affected by the EA189 NOx issue from one of our approved network of Centres, the vehicle should already have had the technical measure applied.

If you purchase a used vehicle from elsewhere (e.g. a private seller or a Centre outside of our network), and the vehicle has not yet had the voluntary service action applied, you can contact your nearest Audi Centre and, if you wish to do so, have the EA189 service action applied to the vehicle.
For further information, you can also contact the Audi diesel hotline on 0800 954 0225.
How do I find out whether the authority in my country has made the EA189 service action mandatory?
In the UK, this is not a mandatory update, but a voluntary service action. You do not therefore need to have the technical measures implemented in your vehicle in the UK unless you wish to do so. To find out the position in other countries you can either contact Audi customer services for the country, or the relevant government authority.
I am the owner of an affected vehicle and I have decided not to participate in the technical measure. Can I still temporarily travel to countries where the technical measure is the subject of a legally required mandated recall (e.g.: Germany)?
Yes – owners with an affected vehicle that has not had the technical measure implemented can continue to drive their vehicle temporarily (e.g. on holiday) in those countries where the technical measure is the subject of a legally mandated recall. Further, owners with an affected vehicle can continue to drive their vehicle in the UK (whether or not the technical measures have been implemented in that vehicle).
I am an owner of an affected vehicle and live in the EU28. I chose not to take part in the software update. What happens if I move permanently to a country where the technical measure is mandatory and I want to take my car with me?
If you wish to take your vehicle permanently to another country, you will have to ensure that you meet the requirements of that country, for example you might have to register your vehicle in that country. Please contact your Audi authorised repairer or Audi customer service team in the new country for further information. Either they or the relevant local authority should be able to inform you whether or not you are required to have the technical measure implemented on your vehicle.

Contact us

We hope that our self-service tool answered all of your questions; however, should you have any more questions, then please contact our Customer Service Centre. We’ll be pleased to help you.
Please find the contact details below:

Phone:
0800 699 888
Opening hours:
Monday to Saturday 8am to 6pm. Closed on Bank Holidays.