Stuck On Hold Act
- Bill Number
- S. 3170
- Origin Chamber
- Senate
- Congress
- 119th Congress, Session 1
- Policy Area
- Armed Forces and National Security
- Status
- Introduced
- Latest Action
- 2026-04-29: Committee on Veterans' Affairs. Hearings held.
- Last Updated
- 2026-04-30T11:03:20Z
AI-Generated Summary
Purpose of the Legislation
The "Stuck On Hold Act" (S. 3170) 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 technology that provides estimated wait times and automatic callbacks, making it easier for veterans and others to get help without staying on hold.
Key Provisions
- Implementation Timeline: Within one year of the bill's enactment, the Secretary of Veterans Affairs must install an automated system on all "covered lines" (customer service telephone lines of the VA).
- The system must notify callers of their estimated wait time.
- If the wait is expected to exceed 10 minutes, it must automatically offer a callback option, where the VA calls the person back when it's their turn.
- Guidance for Reducing Waits: The Secretary must issue internal guidelines to ensure average wait times on these lines do not exceed 10 minutes.
- Definition of Covered Lines: These include standard customer service phone lines for VA services but exclude:
- The toll-free hotline for veterans' crisis support (under section 1720F(h) of title 38, U.S. Code).
- Emergency phone lines at VA health care facilities.
Significant Changes to Existing Law
This bill introduces new federal requirements for the VA's telephone systems, which previously had no mandated automated features for wait times or callbacks. It builds on existing VA customer service obligations but adds specific technology and performance standards (e.g., 10-minute wait thresholds) not previously required by law. No existing laws are directly amended or repealed; this is a standalone directive.
Potential Impacts
- On Government Agencies: The VA will need to invest in technology upgrades, staff training, and ongoing monitoring, potentially increasing short-term costs but improving efficiency in handling calls. This could reduce operational strain from frustrated callers abandoning lines.
- On Citizens: Veterans and their families will benefit from shorter effective wait times and less frustration when contacting the VA for benefits, health care, or other services, leading to better access to support.
- On International Relations: No direct impacts, as the bill focuses solely on domestic VA operations.
Main Stakeholders
- Veterans and Dependents: Primary beneficiaries, as they rely on VA phone lines for assistance with benefits, health care, and other services.
- Department of Veterans Affairs: Responsible for implementation, including the Secretary, IT staff, and call center operators who will manage the new systems.
- Congressional Committees: The Senate Committee on Veterans' Affairs, which referred the bill, and potentially House counterparts for oversight.
- Technology Providers: Companies that develop phone automation software, who may see new business opportunities from VA contracts.
Notable Legal, Constitutional, or Political Implications
- Legal Implications: The bill enforces administrative accountability by setting measurable standards (e.g., wait times) that could lead to future oversight or lawsuits if unmet. It uses existing VA authority under title 38 of the U.S. Code without creating new enforcement penalties.
- Constitutional Implications: None significant; it aligns with Congress's power to regulate federal agencies and does not infringe on individual rights or states' authority.
- Political Implications: The legislation addresses a common complaint about government bureaucracy, potentially boosting support for veterans' services. Introduced by Senators Kennedy and Kelly, it reflects bipartisan interest in improving VA efficiency amid ongoing debates about federal spending and service delivery.
This summary was generated by AI and may contain inaccuracies. Refer to the official source document for the authoritative text.
Sponsor
Cosponsors (1)
Recent Actions
- 2026-04-29: Committee on Veterans' Affairs. Hearings held.
- 2025-11-10: Read twice and referred to the Committee on Veterans' Affairs.
- 2025-11-10: Introduced in Senate
Bill Versions
- Stuck On Hold Act — issued 2025-11-10 — PDF (3 pages)