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VA Call Center Improvement: Mandatory Callbacks for Veterans Waiting Over 10 Minutes.

This law aims to drastically reduce frustrating wait times for veterans calling the Department of Veterans Affairs (VA) customer service lines. It mandates the implementation of an automated system that informs callers of the expected wait time and automatically offers a callback if the wait exceeds 10 minutes. This change ensures veterans can access services faster without being stuck on hold.
Key points
Veterans calling VA customer service lines will be informed of their anticipated wait time.
If the wait time is longer than 10 minutes, the system must automatically offer a callback option, eliminating long periods spent on hold.
The VA must work to ensure the average wait time on these lines does not exceed 10 minutes.
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Status: Introduced
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Additional Information
Print number: 119_HR_5992
Sponsor: Rep. Calvert, Ken [R-CA-41]
Process start date: 2025-11-10
System Note: Lustra is free, publicly auditable civic infrastructure — full source code available on GitHub. You are reading sterilized legislative data, processed by our radical neutrality engine to strip political spin and retain factual mechanics. We process only official government data. Original documents remain the authoritative source—always verify them if you can.
Summarized by: gemini-2.5-flash-preview-09-2025
Source data: api.congress.gov
AI work logs for this document launch

OFFICIAL LEGAL TITLE

Stuck On Hold Act

FREQUENTLY ASKED QUESTIONS

What is the official ID of this bill?

The official print number for this legislation is 119_HR_5992.

Which chamber initiated this legislation?

This legislation was initiated in the House of Representatives.

When did the legislative process begin?

The process officially started on 2025-11-10.

What are the main provisions?

Key points include:

  • Veterans calling VA customer service lines will be informed of their anticipated wait time.
  • If the wait time is longer than 10 minutes, the system must automatically offer a callback option, eliminating long periods spent on hold.
  • The VA must work to ensure the average wait time on these lines does not exceed 10 minutes.
What is the specific legal status?

The current status is Introduced.

Where can I read the full text of this legislation?

The full official text is available at: View full text

Who is the primary sponsor?

The primary sponsor is Rep. Calvert, Ken [R-CA-41].

What is the latest detailed status?

The latest detailed status is: Referred to the Subcommittee on Economic Opportunity.

Is this summary verified?

Yes. This content was analyzed by AI and verified by the Lustra Judge System on 2025-12-23.

What is the impact of this bill?

We don't know—that is up to you to decide. Summarizing raw data with AI is fundamentally different from predicting socio-economic outcomes. As of 2026, we believe impact assessment strictly requires a human in the loop to verify and judge.

CATEGORIES

Benefits Informatization