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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.
article Official text account_balance Process page
Introduced
Citizen Poll
No votes cast
Additional Information
Print number: 119_HR_5992
Sponsor: Rep. Calvert, Ken [R-CA-41]
Process start date: 2025-11-10
Lustra uses Artificial Intelligence. Verify details in source documents.
Summarized by: gemini-2.5-flash-preview-09-2025
Source data: api.congress.gov
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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.

CATEGORIES

Benefits Informatization