[Congressional Bills 119th Congress]
[From the U.S. Government Publishing Office]
[S. 3170 Introduced in Senate (IS)]

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119th CONGRESS
  1st Session
                                S. 3170

 To direct the Secretary of Veterans Affairs to implement an automated 
system with callback functionality for each customer service telephone 
  line of the Department of Veterans Affairs, and for other purposes.


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                   IN THE SENATE OF THE UNITED STATES

                           November 10, 2025

Mr. Kennedy (for himself and Mr. Kelly) introduced the following bill; 
which was read twice and referred to the Committee on Veterans' Affairs

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                                 A BILL


 
 To direct the Secretary of Veterans Affairs to implement an automated 
system with callback functionality for each customer service telephone 
  line of the Department of Veterans Affairs, and for other purposes.

    Be it enacted by the Senate and House of Representatives of the 
United States of America in Congress assembled,

SECTION 1. SHORT TITLE.

    This Act may be cited as the ``Stuck On Hold Act''.

SEC. 2. IMPROVEMENTS REGARDING WAIT TIMES FOR CALLERS TO CERTAIN 
              SERVICE TELEPHONE LINES OF THE DEPARTMENT OF VETERANS 
              AFFAIRS.

    (a) Automated System.--Not later than one year after the date of 
the enactment of this Act, the Secretary of Veterans Affairs shall 
implement, for each covered line, an automated system that--
            (1) informs any caller to a covered line about the 
        anticipated wait time, if any; and
            (2) automatically offers a callback to any such caller with 
        an anticipated wait time of more than 10 minutes.
    (b) Guidance Regarding Caller Wait Times.--The Secretary shall 
issue such guidance as the Secretary determines necessary to reduce the 
average wait time of a caller to a covered line to not more than 10 
minutes.
    (c) Covered Line Defined.--In this section, the term ``covered 
line''--
            (1) means a customer service telephone line of the 
        Department of Veterans Affairs; and
            (2) does not include--
                    (A) the toll-free hotline for veterans provided by 
                the Secretary under section 1720F(h) of title 38, 
                United States Code; or
                    (B) a phone line for the emergency department of a 
                health care facility of the Department.
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