What This Bill Does · Plain English
Summary · Congress.gov
Stuck On Hold Act This bill requires the Department of Veterans Affairs (VA) to implement automated systems for their customer phone lines that inform callers of the expected wait time and that offer callbacks for wait times of more than 10 minutes. The VA must also issue guidance to reduce the average wait time to no more than 10 minutes.
Action Timeline
2025-11-10
Read twice and referred to the Committee on Veterans' Affairs.
2025-11-10
Introduced in Senate
Frequently Asked Questions
Did S.3170 pass?
S.3170 is still alive. Current stage: COMMITTEE. Pass likelihood: pending.
What does S.3170 do?
Stuck On Hold Act This bill requires the Department of Veterans Affairs (VA) to implement automated systems for their customer phone lines that inform callers of the expected wait time and that offer callbacks for wait times of more than 10 minutes. The VA must also issue guidance to reduce the average wait time to no more than 10 minutes.
Who sponsored S.3170?
S.3170 was sponsored by John Kennedy (R-Louisiana).
Full Bill Text
119 S3170 IS: Stuck On Hold Act U.S. Senate 2025-11-10 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. II 119th CONGRESS 1st Session S. 3170 IN THE SENATE OF THE UNITED STATES November 10, 2025 Mr. Kennedy (for himself and Mr. Kelly ) introduced the following bill; which was read twice and referred to the Committee on Veterans’ Affairs A BILL To direct the Secretary of Veterans Affairs to implement an automated system with callback functionality for each customer service telephone line of the Department of Veterans Affairs, 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 as 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 — (1) means a customer service telephone line of the Department of Veterans Affairs; and (2) does not include— (A) the toll-free hotline for veterans provided by the Secretary under section 1720F(h) of title 38, United States Code; or (B) a phone line for the emergency department of a health care facility of the Department.
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