Stuck On Hold Act
- Bill Number
- H.R. 5992
- Origin Chamber
- House
- Congress
- 119th Congress, Session 1
- Policy Area
- Armed Forces and National Security
- Status
- Introduced
- Latest Action
- 2025-11-17: Referred to the Subcommittee on Economic Opportunity.
- Last Updated
- 2025-12-05T16:59:04Z
AI-Generated Summary
Purpose
The "Stuck On Hold Act" (H.R. 5992) aims to improve customer service for callers to the Department of Veterans Affairs (VA) by reducing long wait times on telephone lines. It requires the VA to adopt automated phone systems that provide wait time estimates and callback options, making it easier for veterans and others to connect with support without staying on hold.
Key Provisions
- Automated System Implementation: Within one year of the bill's enactment, the VA Secretary must install an automated system on every "covered line" (defined as customer service telephone lines of the VA). This system must:
- Inform callers of their estimated wait time.
- Automatically offer a callback if the wait is expected to exceed 10 minutes.
- Guidance on Wait Times: The VA Secretary must issue internal guidelines to ensure the average wait time for callers on covered lines does not exceed 10 minutes.
- Exclusions: The requirements do not apply to:
- The VA's toll-free hotline for veterans (established under federal law for crisis support).
- Phone lines for emergency departments at VA health care facilities.
Significant Changes to Existing Law
This bill introduces new federal mandates for VA telephone operations, which were not previously required by law. It builds on existing VA customer service frameworks by adding specific technology and performance standards (e.g., callbacks and wait time caps) to address inefficiencies in phone-based support. No direct amendments to prior statutes are made, but it enforces operational changes through the VA Secretary's authority.
Potential Impacts
- On Government Agencies: The VA will need to invest in technology upgrades and staff training, potentially improving overall efficiency and reducing operational costs from prolonged hold times. Compliance could enhance the agency's reputation for responsiveness.
- On Citizens: Veterans, their families, and other VA users will benefit from shorter effective wait times and less frustration when seeking services like benefits or health care information, leading to better access to support.
- On International Relations: No direct impacts, as the bill focuses solely on domestic VA operations.
Main Stakeholders Affected
- Primary: Veterans and their dependents, who rely on VA customer service lines for assistance with health care, benefits, and other services.
- Secondary: VA employees and contractors involved in phone system management; Congress and oversight bodies monitoring VA performance.
Notable Legal, Constitutional, or Political Implications
- Legal: The bill uses the VA Secretary's existing administrative powers to enforce changes, with no new funding specified (implying reliance on current budgets). It could lead to future accountability measures if wait times persist, potentially through congressional oversight.
- Constitutional: No significant issues; it aligns with Congress's authority to regulate federal agencies and support veterans' services under the Constitution's spending and welfare powers.
- Political: Addresses a widespread public complaint about government bureaucracy, potentially boosting bipartisan support for veteran-focused reforms. It may set a precedent for similar efficiency mandates in other federal agencies, emphasizing technology-driven improvements in public services.
This summary was generated by AI and may contain inaccuracies. Refer to the official source document for the authoritative text.
Sponsor
Cosponsors (8)
Rep. Van Orden, Derrick [R-WI-3], Rep. Barrett, Tom [R-MI-7], Rep. Ciscomani, Juan [R-AZ-6], Rep. Webster, Daniel [R-FL-11], Del. King-Hinds, Kimberlyn [R-MP-At Large], Rep. Vindman, Eugene Simon [D-VA-7], Rep. Harder, Josh [D-CA-9], Rep. Riley, Josh [D-NY-19]
Recent Actions
- 2025-11-17: Referred to the Subcommittee on Economic Opportunity.
- 2025-11-10: Referred to the House Committee on Veterans' Affairs.
- 2025-11-10: Introduced in House
- 2025-11-10: Introduced in House
Bill Versions
- Stuck On Hold Act — issued 2025-11-10 — PDF (3 pages)