VA Mandates Callback Option for Call Wait Times Over 10 Minutes on Customer Service Lines

The Stuck On Hold Act is a straight-up, no-nonsense piece of legislation aimed at fixing one of the most universally annoying experiences: waiting on hold. Specifically, it targets the Department of Veterans Affairs (VA) customer service lines. Within one year, the VA must implement an automated system for virtually all its general phone lines. This system has two core mandates: first, it must tell you your expected wait time; and second, if that wait time is projected to be longer than 10 minutes, the system must automatically offer you the option to hang up and receive a callback when a representative is available. On top of that, the VA Secretary must issue guidance to try and keep the average wait time across these lines at 10 minutes or less.

The End of the Hold Music Marathon

Think about the last time you called a government agency or a big company. You dial the number, navigate the menu maze, and then you’re hit with the dreaded estimate: “Your wait time is 45 minutes.” For veterans trying to sort out benefits, medical appointments, or paperwork, this is a massive drain on time and patience. This bill directly addresses that reality. If you’re a veteran calling the VA about a billing question or to follow up on a claim, and the system projects an 11-minute wait, you can hit a button and get on with your day—whether that’s heading to work, picking up the kids, or just avoiding the stress of listening to hold music. This is a huge win for convenience and respect for people's time, especially for those who might be calling from a mobile phone where minutes and battery life matter.

The 10-Minute Challenge

Beyond just offering a callback, the bill sets a clear standard: the VA must actively work to keep average wait times under 10 minutes. This requirement forces the VA to look at its staffing, technology, and procedures to improve efficiency. It’s not just about softening the blow of a long wait; it’s about fixing the underlying problem. While the bill doesn't specify penalties if the VA fails to meet the 10-minute average, the public transparency provided by the wait-time reporting will certainly create pressure for performance improvement.

Who Gets Left Out?

It’s important to note what this bill doesn’t cover. The definition of a “covered line” is broad—it includes most general customer service lines—but it explicitly excludes two critical areas. First, the dedicated, toll-free hotline for veterans established under section 1720F(h) is exempt. Second, any phone line for the emergency department at a VA health care facility is also excluded. The logic here is likely that emergency lines can’t rely on automated callbacks, and the dedicated hotline is already considered a high-priority service. However, it means that if you’re calling that specific hotline or an emergency line, you might still be stuck on hold without the benefit of the automated wait-time notice or the callback option. For the vast majority of routine calls, though, the Stuck On Hold Act promises a much-needed upgrade to the VA's customer experience.