Senate BillS 3170Social Security AdministrationTelephone and wireless communication
Stuck On Hold Act
INTRO NOV 10· LAST ACTION APR 29
READING
2MIN
COSPONSORS
1
READER REACTIONS0 TOTAL
NO VOTES YET · BE THE FIRST
Introduced only
LEGISLATIVE PROGRESS
STEP 2 / 8
Introduced
In Committee
Reported
Passed Senate
Passed House
Conference
To President
Became Law
WHAT THE BILL DOES
AI-written
Many people who call government agencies, including the VA, often face frustratingly long wait times, sometimes without knowing how long they'll be on hold. This bill matters because it directly addresses that common problem by requiring the VA to provide estimated wait times and the convenience of a callback option for longer waits.
If this bill becomes law, it could significantly improve the experience for veterans and their families trying to access services, making it easier and less stressful to get the help they need. If it doesn't become law, callers would continue to face potentially long, uncertain hold times, adding to the challenges of interacting with the VA.
KEY PROVISIONS
4AI-extracted
PROVISION 01
Requires the VA to implement an automated system on customer service lines to inform callers of their anticipated wait time.
This helps callers manage their time and reduces uncertainty about how long they will be on hold.
PROVISION 02
Mandates that the automated system automatically offer a callback to any caller with an anticipated wait time exceeding 10 minutes.
This provides a convenient alternative to waiting on hold, allowing callers to use their time more effectively.
PROVISION 03
Directs the VA Secretary to issue guidance aimed at reducing the average wait time for callers to 10 minutes or less.
This provision aims to proactively improve overall call center efficiency and reduce the need for callbacks by shortening wait times across the board.
PROVISION 04
Excludes the VA's specific toll-free hotline and emergency department phone lines from these new requirements.
This ensures that critical or emergency services are not impacted by the implementation of new automated systems for general customer service.
Many people who call government agencies, including the VA, often face frustratingly long wait times, sometimes without knowing how long they'll be on hold. This bill matters because it directly addresses that common problem by requiring the VA to provide estimated wait times and the convenience of a callback option for longer waits.
If this bill becomes law, it could significantly improve the experience for veterans and their families trying to access services, making it easier and less stressful to get the help they need. If it doesn't become law, callers would continue to face potentially long, uncertain hold times, adding to the challenges of interacting with the VA.
KEY PROVISIONS
AI-extracted
high
Requires the VA to implement an automated system on customer service lines to inform callers of their anticipated wait time.
This helps callers manage their time and reduces uncertainty about how long they will be on hold.
high
Mandates that the automated system automatically offer a callback to any caller with an anticipated wait time exceeding 10 minutes.
This provides a convenient alternative to waiting on hold, allowing callers to use their time more effectively.
med
Directs the VA Secretary to issue guidance aimed at reducing the average wait time for callers to 10 minutes or less.
This provision aims to proactively improve overall call center efficiency and reduce the need for callbacks by shortening wait times across the board.
low
Excludes the VA's specific toll-free hotline and emergency department phone lines from these new requirements.
This ensures that critical or emergency services are not impacted by the implementation of new automated systems for general customer service.
Not later than one year after the date of enactment of this Act
VA Secretary must implement the automated system with callback functionality for covered lines.
GLOSSARY
AI-written
Automated System
A computer-controlled phone system that can handle calls without a human operator, often used for tasks like providing information or offering options.
Callback Functionality
A feature in a phone system that allows a caller to request that a representative call them back when it's their turn, instead of waiting on hold.
Covered Line
A specific customer service telephone line of the Department of Veterans Affairs that this bill applies to, excluding certain emergency or general hotlines.
Secretary of Veterans Affairs
The head of the Department of Veterans Affairs, responsible for managing programs and services for veterans.
ACTION TIMELINE
4 EVENTS
APR 29
Committee on Veterans' Affairs. Hearings held.
COMMITTEE
NOV 10, 25
Introduced in Senate
INTROREFERRAL
NOV 10, 25
Read twice and referred to the Committee on Veterans' Affairs.
INTROREFERRAL
NOV 10, 25
Read twice and referred to the Committee on Veterans' Affairs.