The Stuck On Hold Act mandates the VA to implement an automated system for its customer service lines, informing callers of wait times and offering.
The Stuck On Hold Act requires the Department of Veterans Affairs (VA) to install an automated system on all customer service lines, providing callers with anticipated wait times and offering callbacks for waits exceeding 10 minutes. The VA is also directed to issue guidance aimed at reducing average wait times to 10 minutes or less. This act does not apply to the toll-free hotline for veterans or the emergency department phone line.
Included in complete analysis
- Overview
- Core Provisions
- Implementation
- Impact
- Legal Framework
- Critical Issues
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