Sponsors (9)
The bill improves veterans' phone access by providing wait-time estimates and callbacks and aims to shorten VA call wait times, but it requires implementation spending, may strain VA operations to meet targets, and notably excludes emergency and hotline lines from the protections.
Veterans calling covered VA customer-service lines will be told expected wait times and can request callbacks when waits exceed 10 minutes, reducing time spent on hold and improving timely access to benefits and care.
Covered VA call centers should have shorter average wait times (targeted to 10 minutes or less) and improved call-center efficiency, which can free VA staff to handle more inquiries and improve overall service quality.
Callers to emergency department phone lines and the toll-free veterans hotline are excluded from these protections, so those making high-priority or safety-sensitive calls (including crisis or emergency contacts) won't receive automated wait-time estimates or callbacks.
VA staff and operations may face pressure to meet the 10-minute average wait-time target, potentially shifting staff time or resources away from other services veterans rely on.
Taxpayers may incur upfront IT, contracting, and implementation costs to add automated wait-time displays and callback systems for covered lines.
Based on analysis of 2 sections of legislative text.
Requires VA customer service lines to announce expected wait times and automatically offer callbacks when wait exceeds 10 minutes, with implementation within one year.
Requires the Department of Veterans Affairs to install an automated system on each VA customer service phone line (with a few exclusions) that announces estimated wait times and offers callers a callback automatically when the estimated wait exceeds 10 minutes. The VA must implement the system within one year and issue guidance to reduce average waits on covered lines to no more than 10 minutes.
Official title: To direct the Secretary of Veterans Affairs to implement automated systems with callback functionality for each customer service telephone line of the Department of Veterans Affairs, and for other purposes.
Introduced November 10, 2025 by Ken Calvert · Last progress November 10, 2025