118 HR 6656 EH: Stuck On Hold Act U.S. House of Representatives text/xml EN Pursuant to Title 17 Section 105 of the United States Code, this file is not subject to copyright protection and is in the public domain.

I 118th CONGRESS2d Session H. R. 6656 IN THE HOUSE OF REPRESENTATIVES 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.

1.

Short title

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

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.Kevin F. McCumber,Clerk.