FAQ

Accounts will be sent via email or post at the beginning of each new month (payment within 7 days is greatly appreciated).

  • Payment can be made via cash, cheque, credit card or bank deposit (banking details can be found on the bottom of your account statement).
  • Cash payments can be given to the volunteer, if prior arrangements have been made with our office. If you are unsure about how to pay your account, please contact us on (02) 9144 2044.

Due to insurance difficulties Meals on Wheels Volunteers are unable to do errands for you.
  • Volunteers are only permitted to deliver meals; and if prior arrangement with our office, take cheques/money orders (and sometimes cash) for settlement of accounts.
  • If you need any assisstance or other support please contact My Aged Care on 1800 200 422 or contact our office on (02) 9144 2044.
  • Please notify our office by 12:00pm the previous day if you wish to cancel your meal(s) (failure to notify us of a cancellation will result in the meal(s) being charged to your account).
  • If you have been taken to hospital, please arrange for someone to notify us (the hospital staff will do this if you ask them).
  • due to stringent health and safety reasons, we are unable to deliver meals that are left unattended (i.e in a box/esky).
  • The Luncheon Club is is a fun way to catch up with old friends or make new ones.
  • Held every Monday in our dinning room at 7 Gilroy Road, Turramurra; you can enjoy a freshly prepared 2 course meal for only $14 (drinks included).
  • Please contact our office (02) 9144 2044 if you would like further information or to make a booking. Transport to and from can be arranged for a small fee.
  • For lots of different reasons, people can find communication with others difficult. If you would feel more comfortable with another person speaking on your behalf, please let us know. This person will be your ADVOCATE; who may be a family member, friend or from an Advocacy Service.

    Advocacy Services Funded by the Commonwealth:

    Citizen Advocacy NSW
    35 Spring St, Bondi Junction NSW 2022 Ph: 02 9369 2411

    Citizen Advocacy Northside
    174 Pacific Hwy, North Sydney NSW 2060 Ph: 02 9954 0833

    Intellectual Disability Rights Service
    128 Chalmers St, Surry Hills NSW 2010 Ph: 02 9318 0144

    Multicultural Disability Advocacy Association
    13/181 Church St, Parramatta NSW 2124 Ph: 02 9891 6400

    Here at Ku-ring-gai & Hornsby Meals on Wheels Service we aim to provide a high quality service. If you have a complaint or grievance with any aspect of your service delivery, please notify us on (02) 9144 2044; and we will do our best to resolve the issue. However, if you are not satisfied with our response you can submit your complaint in writing to:

    The Manager or Board of Directors
    Ku-ring-gai & Hornsby Meals on Wheels Service
    PO Box 173, Turramurra NSW 2074

    Again, if you are still not satisfied with the response, you may also contact:

    New South Wales Meals on Wheels Association
    4/80 Cooper St, Surry Hills NSW 2010
    Ph: (02) 8219 4200 or (02) 9281 5733

    OR

    Commissioner for Community Services
    Level 3, 128 Chalmers Rd, Surry Hills, NSW 2010
    Ph: 1800 060 409.

    This is a free and confidential service that can assist you in working through complaints about the service you are receiving.

    You have the right:

    • To be assessed to receive Meals on Wheels Services without discrimination.
    • To a nutritious meal and a reliable service.
    • To complain or express your concerns about the service without fear of losing the service or suffering recriminations.
    • To ¬†have your complaints dealt with fairly and promptly.
    • To be represented by an advocate of your choice in any appeal or complaint process. This can be a family member or friend or from an advocacy service.
    • To privacy and confidentiality.
    • To access all information about yourself held by Ku-ring-gai & Hornsby Meals on Wheels.
    • To refuse service. This will not prejudice future access to meals.
    • To withdraw your consent at any time for the release of information.

    Your views will be taken into account in future planning and evaluation of the service.

    Your responsibilities are:

    • To be at home and to answer the door when the Volunteer delivers your meal.
    • To inform Ku-ring-gai & Hornsby Meals on Wheels Service when you do not require the service. If the office is not notified when you are away then meals ordered and delivered on your behalf will be charged to your account.
    • To pay for the meals delivered to you within 7 days of receiving your account.
    • To be aware that meal deliveries are made by Volunteers who give their time freely.
    • To ensure safe and easy access to your residence, e.g. visible house numbers, ensure that any dogs are locked away during meal delivery times, and that paths to your door are clear & safe.

    HOT MEAL: Eat it immediately.
    CHILLED MEAL: Refrigerate it immediately.
    FROZEN MEAL: Refrigerate or place in freezer immediately.

    Your Meals on Wheels meal package includes a main course, juice, and dessert. We aim to make this meal as nutritious as possible, yet you need to eat two other meals a day to meet your daily nutrition needs. Speak to your doctor to find out more about your personal nutrition and dietary needs. For some general information click the links below.

    Healthy Eating When You’re Older

    Nutrition and Older Adults