The Stuck On Hold Act mandates the Department of Veterans Affairs to implement automated systems with callback functionality for customer service.
The Stuck On Hold Act requires the Secretary of Veterans Affairs to implement automated systems for each customer service telephone line within one year of enactment. These systems must inform callers of anticipated wait times and offer callbacks for waits exceeding 10 minutes. The Act also directs the Secretary to issue guidance aimed at reducing average wait times to 10 minutes or less. The systems apply to the toll-free hotline for veterans and phone lines for emergency departments of VA health care facilities.
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- Core Provisions
- Implementation
- Impact
- Legal Framework
- Critical Issues
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