VA must install callback systems to cut veteran phone wait times
H.R. 5992 — Stuck On Hold Act · Filed by Ken Calvert (R-CA) · 8 cosponsors · Introduced Nov 10, 2025 · Referred to committee
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What it does
This bill requires the Veterans Affairs Department to install automated callback systems on its customer service phone lines within one year. Veterans calling VA customer service will be told how long they'll wait, and if the wait exceeds 10 minutes, they can request an automatic callback instead of staying on hold. The VA must also issue guidance to reduce average wait times to 10 minutes or less.
Why we flagged it
The bill is a straightforward operational mandate to improve customer service delivery at the VA by reducing phone wait times through technology. It is a public-service efficiency measure with no private beneficiaries or narrow carve-outs.
What the text implies
- Implementation costs (system development, IT infrastructure, callback staffing) will fall on the VA budget; if not appropriated separately, may compete with clinical or benefits-delivery funding.
- Callback systems may shift wait-time burden: if callbacks are not answered promptly, veterans may experience delayed service rather than real-time improvement.
The full analysis lists 3 implications of this text.
Who stands to gain
telecommunications/call-center software vendors (callback system providers); IT contractors hired to implement systems