H.R. 3695

[Congressional Bills 119th Congress]
[From the U.S. Government Publishing Office]
[H.R. 3695 Introduced in House (IH)]

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119th CONGRESS
1st Session
H. R. 3695

To require the Commissioner of Social Security to ensure that 
individuals can access the services of the Social Security 
Administration through a telephone service, an internet portal, and an 
in-person visit.

_______________________________________________________________________

IN THE HOUSE OF REPRESENTATIVES

June 3, 2025

Mr. Riley of New York (for himself and Mr. Van Drew) introduced the 
following bill; which was referred to the Committee on Ways and Means

_______________________________________________________________________

A BILL

To require the Commissioner of Social Security to ensure that 
individuals can access the services of the Social Security 
Administration through a telephone service, an internet portal, and an 
in-person visit.

Be it enacted by the Senate and House of Representatives of the 
United States of America in Congress assembled,

SECTION 1. SHORT TITLE.

This Act may be cited as the ``Social Security Access Act''.

SEC. 2. SOCIAL SECURITY SERVICE CHANNEL OPTIONS.

(a) Requirement for Multiple Service Channel Options.--
(1) In general.--Upon the date of enactment of this Act, 
the Commissioner of Social Security shall ensure that 
individuals seeking services, submitting information, or 
applying for benefits under titles II or XVI of the Social 
Security Act are provided with the option of applying for such 
benefits or submitting information related to receiving such 
services or benefits to the Social Security Administration are 
able to seek services, submit information, or apply for such 
benefits through each of the following service channel options:
(A) Telephone access.--A toll-free telephone 
service for direct assistance with inquiries, claims, 
and appeals related to the receipt of such services or 
benefits, including the ability to speak with a 
representative during standard business hours.
(B) Online access.--An internet-based portal to 
submit and track claims for such services or benefits, 
make inquiries, and receive updates on such claims and 
inquiries.
(C) In-person access.--In-person assistance at 
Social Security Administration field offices.
(2) Telephone service requirements.--In providing the 
telephone service required by paragraph (1)(A), the 
Commissioner shall ensure that the telephone service--
(A) is available in English, Spanish, and such 
other languages to meet the needs of the populations 
served, as determined by the Commissioner;
(B) is made available to individuals in all 
geographic areas of the United States; and
(C) has in place the appropriate safeguards to 
ensure the security and identity of individuals using 
such telephone service.
(3) Telephone access for major account changes.--
Notwithstanding any subregulatory change or guidance issued by 
the Commissioner of Social Security, the Commissioner shall 
ensure that individuals are permitted to complete the following 
through the telephone service described in subsection 
(a)(1)(A):
(A) Complete application for social security 
benefits.--Initiate and complete applications for any 
benefit under title II or title XVI of the Social 
Security Act.
(B) Direct deposit changes requirement.--Request 
and verify changes to direct deposit information.
(b) Reports.--
(1) Initial report.--Not later than 1 year after the date 
of enactment of this Act, the Comptroller General of the United 
States shall submit to Congress a report on the Social Security 
Administration's implementation of the requirements under 
subsection (a), including--
(A) the effectiveness of each service channel 
described in subsection (a)(1) in meeting the customer 
service and benefit access needs of individuals;
(B) difficulties or barriers encountered by 
individuals in accessing the telephone service 
described in subsection (a)(1)(A);
(C) security measures taken by the Administration 
to protect the personal information of individuals 
using such telephone service; and
(D) recommendations for improving the 
implementation of the requirements under subsection 
(a).
(2) Annual report.--Not later than 1 year after the report 
described in subparagraph (A) is submitted to Congress, and 
annually thereafter, the Commissioner shall submit to Congress 
a report on--
(A) the number of individuals assisted through each 
service channel;
(B) the number of individuals who have used the 
telephone service described in subsection (a)(1)(A) for 
applications and major account changes;
(C) the average wait time for an individual to be 
assisted through such telephone service;
(D) the security measures in place to protect the 
personal information of individuals when using such 
telephone service;
(E) any reported difficulties or barriers 
encountered by individuals in accessing such telephone 
service;
(F) plans for improving such telephone service, if 
necessary;
(G) the effectiveness of each service channel 
option in meeting the customer service and benefit 
access needs of individuals; and
(H) any additional measures taken to improve the 
accessibility or delivery of services.
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