Stuck On Hold Act

[Congressional Bills 119th Congress]
[From the U.S. Government Publishing Office]
[H.R. 5992 Introduced in House (IH)]

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119th CONGRESS
  1st Session
                                H. R. 5992

  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.


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                    IN THE HOUSE OF REPRESENTATIVES

                           November 10, 2025

 Mr. Calvert (for himself, Mr. Van Orden, Mr. Barrett, Mr. Ciscomani, 
 Mr. Webster of Florida, and Ms. King-Hinds) introduced the following 
     bill; which was referred to the Committee on Veterans' Affairs

_______________________________________________________________________

                                 A BILL


 
  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.

    Be it enacted by the Senate and House of Representatives of the 
United States of America in Congress assembled,

SECTION 1. SHORT TITLE.

    This Act may be cited as the ``Stuck On Hold Act''.

SEC. 2. IMPROVEMENTS REGARDING WAIT TIMES FOR CALLERS TO CERTAIN 
              SERVICE TELEPHONE LINES OF THE DEPARTMENT OF VETERANS 
              AFFAIRS.

    (a) Automated System.--Not later than one year after the date of 
the enactment of this Act, the Secretary of Veterans Affairs shall 
implement, for each covered line, an automated system that--
            (1) informs any caller to a covered line about the 
        anticipated wait time, if any; and
            (2) automatically offers a callback to any such caller with 
        an anticipated wait time of more than 10 minutes.
    (b) Guidance Regarding Caller Wait Times.--The Secretary shall 
issue such guidance the Secretary determines necessary to reduce the 
average wait time of a caller to a covered line to not more than 10 
minutes.
    (c) Covered Line Defined.--In this section, the term ``covered 
line'' means a customer service telephone line of the Department of 
Veterans Affairs. Such term does not include--
            (1) the toll-free hotline for veterans provided by the 
        Secretary under section 1720F(h) of title 38, United States 
        Code; or
            (2) a phone line for the emergency department of a health 
        care facility of the Department.
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