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House Bill 6656
118th Congress(2023-2024)
Stuck On Hold Act
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Passed House on Sep 25, 2024
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H. R. 6656 (Referred-in-Senate)


118th CONGRESS
2d Session
H. R. 6656

IN THE SENATE OF THE UNITED STATES

September 25, 2024

Received; read twice and referred to the Committee on Veterans' Affairs

AN ACT

To direct the Secretary of Veterans Affairs and the Commissioner of Social Security to implement automated systems with callback functionality for each customer service telephone line of the Department of Veterans Affairs and the Social Security Administration, respectively, 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 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” means a customer service telephone line of the Department of Veterans Affairs. Such term does not include—

(1) the toll-free hotline for veterans provided by the Secretary under section 1720F(h) of title 38, United States Code; or

(2) a phone line for the emergency department of a health care facility of the Department.

Passed the House of Representatives September 25, 2024.

    Attest:kevin f. mccumber,   
    Clerk.