Stuck On Hold Act

This legislation, known as the "Stuck On Hold Act" , directs the Secretary of Veterans Affairs to significantly improve the customer service experience for veterans calling the Department. Within one year of enactment, the VA must implement automated systems across most of its customer service telephone lines. These new systems are designed to enhance transparency and convenience by informing callers of their anticipated wait times. Crucially, if a caller's estimated wait time exceeds 10 minutes, the system must automatically offer a callback option. Furthermore, the bill requires the Secretary to issue guidance aimed at reducing the average wait time for callers to these lines to no more than 10 minutes, excluding specific emergency and veteran hotlines.