Bill > HR5992

This bill requires the Department of Veterans Affairs (VA) to implement automated callback systems for its customer service telephone lines within one year of the bill's enactment. Specifically, the bill mandates that each customer service line must have an automated system that informs callers about expected wait times and automatically offers a callback option for wait times exceeding 10 minutes. The Secretary of Veterans Affairs must also develop guidance to reduce average wait times to no more than 10 minutes. The bill excludes two types of phone lines from these requirements: the VA's toll-free veterans hotline and emergency department phone lines at VA healthcare facilities. The goal of the "Stuck On Hold Act" is to improve customer service and reduce frustration for veterans seeking assistance by minimizing long wait times and providing more convenient communication options when call volumes are high.

Business and Industry, Military Affairs and Security

https://www.congress.gov/bill/119th-congress/house-bill/5992/all-info