What does Preamble of Stuck On Hold Act do?

This bill, formally titled 'To direct the Secretary of Veterans Affairs to implement automated systems with callback functionality for each customer service telephone line of the Department of Veterans Affairs, and for other purposes,' aims to improve customer service at the Department of Veterans Affairs. The bill directs the Secretary of Veterans Affairs to implement automated systems with callback functionality for each customer service telephone line.

What does SHORT TITLE. of Stuck On Hold Act do?

This bill is formally titled Stuck On Hold Act

What does IMPROVEMENTS REGARDING WAIT TIMES FOR CALLERS TO CERTAIN of Stuck On Hold Act do?

This section requires the Secretary of Veterans Affairs to implement an automated system for covered lines within one year of the Act's enactment. The automated system must inform callers of anticipated wait times and offer a callback option if the wait exceeds 10 minutes. The Secretary must also issue guidance to reduce the average caller wait time to no more than 10 minutes. “covered line” is defined as a customer service telephone line of the Department of Veterans Affairs. The toll-free hotline for veterans under section 1720F(h) of title 38, United States Code, and phone lines for emergency departments are excluded from the definition of 'covered line'.

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Stuck On Hold Act

Last updated: 11/17/2025 · Introduced: 11/10/2025

Author: Ken Calvert (R-CA)

TL;DR (AI)

The Secretary of Veterans Affairs is required to implement automated systems with callback functionality for each customer service telephone line of the Department of Veterans Affairs.
The automated system must inform callers of anticipated wait times and offer a callback option if the wait exceeds 10 minutes.
The Secretary must issue guidance to reduce the average caller wait time to no more than 10 minutes for covered customer service telephone lines.

119th Congressin committeeS. 3170(In Committee)Official page

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Other Sections

Includes provisions on preamble, short title., and 1 more.

3 sections

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