Stuck On Hold Act

This legislation aims to significantly improve the customer service telephone experience for veterans contacting the Department of Veterans Affairs (VA). It directs the Secretary of Veterans Affairs to implement an automated system for most VA customer service lines within one year of enactment. This system will inform callers of their anticipated wait time and automatically offer a callback option if the wait is projected to be longer than 10 minutes. Additionally, the bill requires the Secretary to issue guidance specifically designed to reduce the average caller wait time across these lines to no more than 10 minutes. Certain critical lines are excluded from these requirements, including the VA's toll-free hotline for veterans and phone lines for emergency departments at VA health care facilities.