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To direct the Secretary of Veterans Affairs to implement an automated system with callback functionality for each customer service telephone line of the Department of Veterans Affairs, and for other purposes.
Summary
This bill requires the Secretary of Veterans Affairs to implement an automated system with callback functionality on Veterans Affairs customer service telephone lines within one year. The automated system must inform callers of anticipated wait times and automatically offer a callback to any caller facing a wait time of more than 10 minutes. The Secretary must also issue guidance to reduce the average wait time on covered phone lines to not more than 10 minutes.
AI-generated plain-language summary of the bill text — neutral, and may be imperfect. See the full text below for the exact wording.
Sponsor (1)
- Sen. Kennedy, John [R-LA] (R-LA)
1 cosponsor
- Sen. Kelly, Mark [D-AZ] (D-AZ)
Actions (3)
- Apr 29, 2026 Committee on Veterans' Affairs. Hearings held. · senate
- Nov 10, 2025 Read twice and referred to the Committee on Veterans' Affairs. · senate
- Nov 10, 2025 Introduced in Senate
Similar bills (6)
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Committee action
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Meetings where this bill was on the agenda
Full text
IN THE SENATE OF THE UNITED STATES
November 10, 2025
Mr. Kennedy (for himself and Mr. Kelly) introduced the following bill; which was read twice and referred to the Committee on Veterans’ Affairs
A BILL
To direct the Secretary of Veterans Affairs to implement an automated system 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 as 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”—
(1) means a customer service telephone line of the Department of Veterans Affairs; and
(2) does not include—
(A) the toll-free hotline for veterans provided by the Secretary under section 1720F(h) of title 38, United States Code; or
(B) a phone line for the emergency department of a health care facility of the Department. <all>
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