Anyone who's called a VA customer service line and sat on hold knows the frustration. This bill would require the VA to set up an automated callback system on every customer service phone line within one year — so if your expected wait is more than 10 minutes, the system offers to call you back instead of making you wait. The VA would also need to issue guidance aimed at getting average hold times down to 10 minutes or less. Emergency lines and the Veterans Crisis Line are excluded since they already operate under different protocols.
Congressional Summary
Stuck On Hold ActThis bill requires the Department of Veterans Affairs (VA) to implement automated systems for their customer phone lines that inform callers of the expected wait time and that offer callbacks for wait times of more than 10 minutes. The VA must also issue guidance to reduce the average wait time to no more than 10 minutes.
Details
- Congress
- 119th
- Chamber
- Senate
- Status
- summarized
- Action
- Introduced in Senate
- Action Date
- 2025-11-10
- Date Added
- 2026-04-09