Lexus Connected Services FAQ

Here you will find more information if you have questions about or need help with your Lexus Connected Services1.

 

General

What is Lexus Connected Services?

Lexus Connected Services offer an advanced suite of smart technologies designed to simplify your everyday life. Only Lexus vehicles fitted with an active Connected Services system can provide Connected Services. By harnessing unique vehicle data, you can expect to see more new technology added to future Lexus vehicles.

For further information visit: lexus.com.au/connectivity

Which vehicle models are equipped with Lexus Connected Services?
Lexus is launching Connected Services progressively across its model range.

For further information visit: lexus.com.au/connectivity

How is my vehicle's Connected Services communication device updated?

Should your vehicle's Connected Services communication device require an update, you will be notified to visit a local Lexus Dealership.


My vehicle did not originally come with Lexus Connected Services. Is it possible to have it installed?
No. The vehicle's communication device is installed during manufacturing and cannot be retrofitted to vehicles.

What is the cost of Lexus Connected Services?

The services are complimentary for the first 3 years from the delivery date of a new vehicle containing a Communication Module, after which the owner may choose to either continue, or discontinue.

In the case of purchasing a Lexus Dealer demo model or second hand Connected Vehicle, the remaining complimentary period balance will be automatically transferred to the new owner.

What happens at the end of my complimentary period?
The services are complimentary for the first 3 years of ownership, at the end of which Lexus will be in touch with options to extend services should the owner wish to continue.

Is there a requirement if I sell my vehicle within the complimentary 3-year period?

Yes. The services will will remain active and both parties (original and new owner) should contact Lexus to confirm change of ownership: Call – Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 09:00 am-6:00pm AEST.


If my vehicle is in an area with poor mobile reception, such as a remote area or an underground carpark, will the Lexus Connected Services system work?

Lexus Connected Services operates on the Telstra 3G/4G networks. You can review maps of the available network coverage here: telstra.com.au/coverage-networks/our-coverage 

While this coverage is extensive, there may be situations where mobile signal is weak or unavailable, e.g. underground carpark or remote locations. The Lexus Connected Services system will not work in these areas.


Does Lexus Connected Services have any limitations of service?

Lexus Connected Services are subject to certain restrictions and inaccuracies which are beyond the control of Lexus, including availability of the telecommunications mobile network and GPS location positioning.

Operational service quality and accuracy are limited to the reception and transmission of data supporting Lexus Connected Services. Dependent on the 3G/4G enabled DCM, GPS signal strength, mobile network coverage through the Telstra network and other factors outside Lexus’s control which can limit the ability or functionality of the system.

For further information visit: lexus.com.au/connectivity

Who do I contact if I have a general enquiry or concern about my Lexus Connected Services?

Your Lexus Dealer is the first point of contact for Lexus Connected Services enquiries.

You can also contact the Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 9:00 am-6:00pm or email: [email protected]

For further information visit: lexus.com.au/connectivity


Where do I find further information on Lexus's privacy and data handling?

For information on privacy and data handling policy, visit:

Lexus Privacy Policy: lexus.com.au/privacy
Email: [email protected]


 

SOS Emergency Call (SOS)

What is SOS Emergency Call?
In the event of a genuine emergency, help is just an SOS button press away connecting you with a trained Lexus Emergency Assistance agent. If required, the agent will contact emergency services (ambulance, fire and/or police) and provide them with your vehicle's location information. This service is available 24 hours, 7 days a week.

For further information please refer to: lexus.com.au/connectivity

Which vehicle models are equipped with SOS Emergency Call?
Lexus is rolling out SOS Emergency Call progressively across its model range.

For further information please visit: lexus.com.au/connectivity

How do I setup SOS Emergency Call?

SOS Emergency Call is available by default on specific new model vehicles at point of sale, there is no setup requirement for this service.

To review your vehicle's Lexus Connected Services inclusions, visit: Lexus.com.au/connectivity

What happens when I press the SOS button?
When the SOS button is pressed, the vehicle will:
  1. Place a call to Lexus Emergency Assistance, and
  2. Send your vehicle's location to Lexus Emergency Assistance.


When should I use the SOS Emergency Call button?
If you are in, or see a genuine emergency, press the in-vehicle SOS button for immediate assistance from Lexus Emergency Assistance.

For all other issues or enquiries related to Lexus Connected Services, please call your preferred Lexus dealer for further assistance.

What types of emergencies can SOS Emergency Call help with?
This service can assist with an emergency that is serious or life-threatening and requires immediate assistance from emergency services. Some examples include: road accidents and medical emergencies. You can also use the SOS button if you witness an emergency to request help for those that require assistance.

What happens if I accidentally press the SOS button?
Please inform the Emergency Assistance agent that you pressed the button accidentally and confirm that no emergency is taking place. The agent will offer to terminate the call.

If you do not speak with the agent, emergency services may be dispatched to your location as we will assume you are unable to respond & a genuine emergency is taking place.

Will I need to pay for the emergency services that are dispatched to my location? (e.g. ambulance)
Depending on which state you live in, you may be liable for costs associated with the call-out of emergency services. Please refer to your relevant state emergency services provider for more information.

How do I know if SOS Emergency Call system is working?
The system will display a solid green light near the SOS button, which indicates the service is operating correctly. If a red light is illuminated, there may be a problem with the communication device, and it should be brought to the attention of your preferred Lexus dealer.

What are the lights near the SOS button indicating?
Red and green light (alternate flashing): This occurs when you first turn on your ignition and should turn solid green.
Green light (solid): SOS Emergency Call & Automatic Collision Notification systems are operating correctly.
Green light (flashing): Active SOS or ACN voice call in progress with Lexus Emergency Assistance.
Red light (solid): An issue may exist with the system.

Please contact your preferred Lexus dealer for further assistance.

Does SOS Emergency Call use my mobile phones data?
No. SOS Emergency Call utilises the vehicle's inbuilt communication device to connect to the mobile network.

If my vehicle is in an area with poor mobile reception, such as a remote area or an underground carpark, will the SOS Emergency Call system work?
SOS Emergency Call works on Australia's largest mobile network. While this coverage is extensive, there may be situations where mobile signal is weak or unavailable, e.g. underground carpark or remote locations.

In an SOS Emergency Call event, should the initial call fail (for example where there is no coverage), the in-vehicle communication device will reattempt 2 more times to connect until coverage becomes available.

SOS Emergency Call operates on the Telstra 3G/4G networks. You can review maps of the available network coverage here: telstra.com.au/coverage-networks/our-coverage.

If my navigation system malfunctions is my SOS Emergency Call compromised?
No. The navigation system and SOS Emergency Call are separate systems. If you are experiencing issues with your navigation system, please contact your preferred Lexus dealer who can help diagnose the problem.

Can I push the SOS button to request roadside assistance, traffic management & other concierge services?
No, SOS Emergency Call is a priority service that should only be used in emergency situations that require the services of police, fire or ambulance.

What should I do if the SOS Emergency Call button does not work?
Should the SOS Emergency Call button not function in an emergency situation, please call Triple Zero (000) from your mobile phone or a landline (if safe to do so).

Will the SOS Emergency Call button work if my vehicle ignition is off?
No, the service will only be available if the vehicle ignition is on.

What does SOS Emergency Call cost?
SOS Emergency Call is complimentary for the first 3 years of ownership, after which the owner may choose to either continue, or discontinue.

In what instances will the SOS Emergency Call track and share my location?

Lexus Connected Services are delivered by collecting and utilising your vehicle and personal data for the purpose of delivering Lexus Connected Services.

Your vehicle's location is shared during an SOS Emergency Call (SOS) where it is visible to Lexus Emergency Assistance and shared with emergency responders.

For information on privacy and data handling visit: Lexus Privacy Policy: lexus.com.au/privacy 

Should you have questions or concerns about the use of your data or would like to update your Personal Information collected as part of Connected Services, please contact us: [email protected]

Who do I contact if I have an enquiry or concern related to a SOS Emergency Call, (non-emergency)?
Your local Lexus Dealer is the first point of contact for Lexus Connected Services enquiries.

You can also contact the Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 9:00am-5:30pm AEST or email: [email protected]

For further information visit: lexus.com.au/connectivity

 

Automatic Collision Notification (ACN)

What is Automatic Collision Notification (ACN)?
If your vehicle is involved in a serious collision where an airbag deploys or impact sensors are triggered, Automatic Collision Notification (ACN) will initiate a voice call to a Lexus Emergency Assistance call centre agent. If required, the agent will contact emergency services (ambulance, fire and/or police) and provide them with your vehicle's location information. This service is available 24 hours, 7 days a week.

For further information: lexus.com.au/connectivity

Which vehicle models are equipped with Automatic Collision Notification (ACN)?
Lexus is rolling out Automatic Collision Notification (ACN) progressively across its model range.

For further information please visit: lexus.com.au/connectivity

How do I setup Automatic Collision Notification (ACN)?

Automatic Collision Notification (ACN) is available by default on specific new model vehicles at point of sale, there is no setup requirement for this service.

To review your vehicles Lexus Connected Services inclusions, visit: Lexus.com.au/connectivity

What types of emergencies can Automatic Collision Notification (ACN) help with?
In a road accident where your airbags are deployed or impact sensors triggered, Automatic Collision Notification (ACN) can help if you need emergency assistance from police, fire or ambulance.

What happens in the event of an Automatic Collision Notification (ACN) where the occupant is unconscious or unable to respond?
Where an ACN has occurred and the occupant is unable to communicate with the Lexus Emergency Assistance agent, emergency services will be dispatched to the vehicle's location.

Will I need to pay for the emergency services that are dispatched to my location? (e.g. ambulance)
Depending on which state you live in, you may be liable for costs associated with the call-out of emergency services. Please refer to your relevant state emergency services provider for more information.

How do I know if the Automatic Collision Notification (ACN) system is working?
The system will display a solid green light near the SOS button, which indicates the service is operating correctly. If a red light is illuminated, there may be a problem with the communication device, and it should be brought to the attention of your preferred Lexus dealer.

What are the lights near the SOS button indicating?
Red and green light (alternate flashing): This occurs when you first turn on your ignition and should turn solid green.
Green light (solid): SOS Emergency Call & Automatic Collision Notification systems are operating correctly.
Green light (flashing): Active SOS or ACN voice call in progress with Lexus Emergency Assistance.
Red light (solid): An issue may exist with the system.

Please contact your preferred Lexus dealer for further assistance.

Does Automatic Collision Notification (ACN) use my phone's data?
No. Automatic Collision Notification (ACN) utilises the vehicle's inbuilt communication device to connect to the mobile network.

If my vehicle is in an area with poor mobile reception, such as a remote area or an underground carpark, will Automatic Collision Notification (ACN) system work?
Automatic Collision Notification (ACN) works on Australia's largest mobile network. While this coverage is extensive, there may be situations where mobile signal is weak or unavailable, e.g. underground carpark or remote locations.

In an ACN event, should the initial call fail (for example where there is no coverage), the in-vehicle communication device will reattempt to connect for 24 hours or until coverage becomes available. If coverage is still not available after 24 hours then the in-vehicle communication device will cease attempts to reconnect.

ACN operates on the Telstra 3G/4G networks. You can review maps of the available network coverage here: telstra.com.au/coverage-networks/our-coverage.

If my navigation system malfunctions, is my Automatic Collision Notification (ACN) compromised?
No. The navigation system and Automatic Collision Notification (ACN) are separate systems. If you are experiencing issues with your navigation system, please contact your preferred Lexus dealer who can help diagnose the problem.

Will the Automatic Collision Notification (ACN) service work if my vehicle ignition is off?
No, the service will only be available if the vehicle ignition is on.

What does Automatic Collision Notification (ACN) cost?
Automatic Collision Notification (ACN) is complimentary for the first 3 years of ownership, after which the owner may choose to either continue, or discontinue.

In what instances will the Automatic Collision Notification (ACN) track and share my location?

Lexus Connected Services are delivered by collecting and utilising your vehicle and personal data for the purpose of delivering Lexus Connected Services.

Your vehicle's location is shared during an Automatic Collision Notification (ACN) where it is visible to Lexus Emergency Assistance and shared with emergency responders.

For information on privacy and data handling visit: Lexus Privacy Policy: lexus.com.au/privacy 

Should you have questions or concerns about the use of your data or would like to update your Personal Information collected as part of Connected Services, please contact us: [email protected]

Who do I contact if I have an enquiry or concern related to Automatic Collision Notification, (non-emergency)?
Your local Lexus Dealer is the first point of contact for Lexus Connected Services enquiries.

You can also contact the Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 9:00am-6:00pm or email: [email protected]

For further information visit: lexus.com.au/connectivity

 

Stolen Vehicle Tracking (SVT)

What is Stolen Vehicle Tracking (SVT)?
Stolen Vehicle Tracking (SVT) provides you with enhanced vehicle security and peace of mind should your vehicle be stolen, including the ability to track your vehicle once you have reported it stolen, and have your police report ready.

This service is available 24 hours, 7 days a week.

For further information: lexus.com.au/connectivity

Which vehicle models are equipped with Stolen Vehicle Tracking (SVT)?
Lexus is now rolling out Stolen Vehicle Tracking (SVT) progressively across its model range.

For further information visit: lexus.com.au/connectivity

How do I enrol or opt out of Stolen Vehicle Tracking (SVT)?

As a key security feature, Stolen Vehicle Tracking (SVT), is automatically enabled at point of purchase of your vehicle. You may opt out of SVT at any time by calling Lexus Connected Account Enquiries on 1300 064 789 between 9:00am to 5:30pm AET Monday to Friday, excluding national public holidays.

To review your vehicles Lexus Connected Services inclusions, visit: Lexus.com.au/connectivity

What do I do if my vehicle is stolen?
If your vehicle has been stolen, please follow the steps below to initiate Stolen Vehicle Tracking (SVT):

  1. You will need to file a stolen vehicle report with the police, who will provide you with a police report number.
  2. With your police report number, vehicle VIN and vehicle registration ready, call Lexus Stolen Vehicle Assistance on 1300 216 737 and advise the agent your vehicle has been stolen and you would like to initiate tracking.
  3. The agent will validate that you have a subscription to SVT, and will request the police report number, VIN and registration from you in order to initiate tracking.

Once tracking is initiated, Lexus Stolen Vehicle Assistance will provide updates to the police to assist with the potential recovery of your vehicle.

Can I get updates on the location of my stolen vehicle as well?
Our Lexus Stolen Vehicle Assistance agent can only advise if the tracking is still active, or if deactivation has been requested by the police or the individual who initiated the tracking.

To receive updates on the recovery of your vehicle you should contact the police directly, not the Stolen Vehicle Assistance Centre.

Once activated, how long will the Stolen Vehicle Tracking (SVT) system attempt to track my vehicle?
Once tracking is initiated, Stolen Vehicle Tracking (SVT) will continue to track the vehicle as long as there is mobile coverage, sufficient main vehicle battery power, and until a request to terminate the tracking has been made.

Who contacts me if my stolen vehicle is recovered?
Should your vehicle be recovered, police will contact you directly.

If my vehicle is stolen and the battery runs down or is disconnected, how long will the Stolen Vehicle Tracking (SVT) system remain active?
Stolen Vehicle Tracking (SVT) ceases operating when the main vehicle battery becomes flat or inoperative. SVT will resume when the battery power becomes available, as long as the tracking request is still active.

Does Stolen Vehicle Tracking (SVT) use my phone's data?
No. The vehicle has its own communication device and will not use your mobile phone's data.

If my vehicle is in an area with poor mobile reception, such as a remote area or an underground carpark, will the Stolen Vehicle Tracking (SVT) system work?
Stolen Vehicle Tracking (SVT) works on Australia's largest mobile network provider. While this coverage is extensive, there may be situations where mobile signal is weak or unavailable, e.g. underground carpark or remote locations. The SVT system will not work in these areas.

SVT operates on the Telstra 3G/4G networks. You can review maps of the available network coverage here: telstra.com.au/coverage-networks/our-coverage.

Does Stolen Vehicle Tracking have any limitations?
Although we aim to provide continuous access to Stolen Vehicle Tracking, there may be limitations and disruptions to service caused by various reasons, including decrease of vehicle or communication device battery voltage (or disconnection), GPS signal strength, mobile network coverage, malfunctioning, damaged or broken components such as antenna, wiring or other related components required to deliver the service. Hardware or software failures may also affect availability of Stolen Vehicle Tracking. Accordingly, while we will do our best to assist you, we can’t guarantee your vehicle will be found.

Can I track my vehicle even if it hasn't been stolen?
No. This service is reserved only for the tracking of a stolen vehicle.

If I have Stolen Vehicle Tracking (SVT), do I receive a discount on my car insurance?
Please contact your insurance provider.

What does Stolen Vehicle Tracking (SVT) cost?
Stolen Vehicle Tracking (SVT) is complimentary for the first 3 years of ownership, after which the owner may choose to either continue, or discontinue.

In what instances will the Stolen Vehicle Tracking (SVT) track and share my location?

Lexus Connected Services are delivered by collecting and utilising your vehicle and personal data for the purpose of delivering Lexus Connected Services.

Your vehicle's location is shared during a Stolen Vehicle Tracking (SVT) request where it is visible to Lexus Stolen Vehicle Assistance and shared with police.

For information on privacy and data handling visit: Lexus Privacy Policy: lexus.com.au/privacy 

Should you have questions or concerns about the use of your data or would like to update your Personal Information collected as part of Connected Services, please contact us: [email protected]

Who do I contact if I have an enquiry concern related to Stolen Vehicle Tracking, (non-emergency)?
Your local Lexus Dealer is the first point of contact for Lexus Connected Services enquiries.

You can also contact the Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 9:00 am-6:00pm or email: [email protected]

For further information visit: lexus.com.au/connectivity

Find out more

Read the frequently asked questions to learn more. 

Connectivity
A suite of functionality to elevate your driving experience
EXPLORE
Lexus Connected Services
Smart technologies to make life simpler
EXPLORE
Disclaimers
01.Connected Services complimentary period ends 3 years from delivery date. Fees and charges may apply thereafter. Not available outside Australia or if services disabled or terminated. Dependent on 3G/4G enabled DCM, GPS signal strength, mobile network coverage and other factors outside Lexus' control which can limit ability or functionality of system. Check your Owner's Manual for explanation of limitations. Please drive safely.

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