Stuck On Hold Act
Key claim: The Stuck On Hold Act would require the VA to implement automated callback systems and reduce average phone wait times to no more than 10 minutes.
Abstract
(HR5992 · 119th Congress) Stuck On Hold Act This bill requires the Department of Veterans Affairs (VA) to implement automated systems for their customer phone lines that inform callers of the expected wait time and that offer callbacks for wait times of more than 10 minutes. The VA must also issue guidance to reduce the average wait time to no more than 10 minutes. Latest action (2025-11-17): Referred to the Subcommittee on Economic Opportunity.
Why this matters
The bill imposes a concrete 10-minute average wait-time ceiling and mandates callback technology at VA call centers, converting a customer-service norm into a statutory performance standard. Fiscal implications are limited to phone-system procurement and staffing to meet the threshold, but it establishes a measurable compliance benchmark Congress could use in future VA oversight.