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VA Customer Service Improvement: Mandatory Callbacks for Long Wait Times.

This bill mandates the Department of Veterans Affairs (VA) to implement an automated system on most customer service phone lines to reduce wait times. Callers facing a wait longer than 10 minutes will automatically be offered a callback option, eliminating the need to stay on hold. This change aims to provide veterans with faster and less frustrating access to essential services and information.
Key points
VA must implement an automated callback system for customer service lines if the wait time exceeds 10 minutes.
Callers must be informed of their anticipated wait time upon calling.
The VA is required to take steps to reduce the average wait time to 10 minutes or less.
article Official text account_balance Process page
Introduced
Citizen Poll
No votes cast
Additional Information
Print number: 119_S_3170
Sponsor: Sen. Kennedy, John [R-LA]
Process start date: 2025-11-10
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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_S_3170.

Which chamber initiated this legislation?

This legislation was initiated in the Senate.

When did the legislative process begin?

The process officially started on 2025-11-10.

What are the main provisions?

Key points include:

  • VA must implement an automated callback system for customer service lines if the wait time exceeds 10 minutes.
  • Callers must be informed of their anticipated wait time upon calling.
  • The VA is required to take steps to reduce the average wait time to 10 minutes or less.
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 Sen. Kennedy, John [R-LA].

What is the latest detailed status?

The latest detailed status is: Introduced in Senate

Is this summary verified?

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

CATEGORIES

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