Stuck On Hold Act

This bill would require the Department of Veterans Affairs (VA) to install automated systems on its customer phone lines that provide callers with estimated wait times. For calls with expected waits exceeding 10 minutes, the VA would be required to offer a callback option and issue guidance aimed at reducing average wait times to 10 minutes or less.

This bill primarily affects the Department of Veterans Affairs (VA), which would be required to implement new automated phone systems and wait-time guidance. Individuals who contact the VA via customer phone lines are also affected, as they would receive information regarding expected wait times and the option for a callback. Additionally, VA administrative staff would be responsible for issuing guidance aimed at reducing average wait times to 10 minutes or less.

• Automated wait time notifications. The Department of Veterans Affairs is required to implement automated systems for customer phone lines that provide callers with their expected wait time.
• Callback option for extended wait times. The bill mandates that the Department of Veterans Affairs offer callers a callback option if the expected wait time exceeds 10 minutes.
• Wait time reduction guidance. The Department of Veterans Affairs must issue guidance aimed at reducing the average caller wait time to a maximum of 10 minutes.

This bill modifies the administrative operations of the Department of Veterans Affairs (VA) by establishing new requirements for its existing customer phone line systems and wait time management protocols.

The bill aims to improve the Department of Veterans Affairs' customer service by requiring automated systems to provide callers with expected wait times and callback options for delays exceeding 10 minutes. Additionally, it seeks to reduce overall phone wait times for veterans to a maximum of 10 minutes through new departmental guidance.