Frequently Asked Questions

Find answers to commonly asked questions about how Meals on Wheels can help support you.

• How do I register for Meals on Wheels?
  To register for subsidised meals from Meals on Wheels, contact My Aged Care or the NDIS. You can complete this process yourself, or request an advocate to do it on your behalf.

  For more information on registration and eligibility click here.

  For information on advocates click here.

  If you would like us to help you manage the process contact us.

• Who is eligible for Meals on Wheels?
  Meals on Wheels is a service for people of frail age, people with disabilities and their carers.

  • Older people. To order meals at a subsidised rate, you must first register with My Aged Care, undertake an aged care assessment and receive a referral to Ku-ring-gai and Hornsby Meals on Wheels. To find out more about registration and eligibility click here.
  • People with disability. If you are an NDIS participant and you use a plan manager or are self-managed, and meal delivery is included in your plan under household tasks, we can provide meals for you out of your package. Call us directly on 02 9144 2044 to register and place an order.
  • Private clients. Anyone can order Meals on Wheels on a full-cost basis. Please contact us on directly 02 9144 2044 for more details or to place an order.
• Can somebody else communicate with Meals on Wheels, My Aged Care or the NDIS on my behalf?

  Yes. People can find communication difficult for lots of different reasons. If you would feel more comfortable with another person speaking on your behalf, you can ask a family member, friend or representative from an advocacy service to communicate for you.

  Advocacy services for older people

  If you would like an advocate to speak on your behalf, contact The National Aged Care Advocacy Line on 1800 700 600(free call) or visit the Older Persons Advocacy Network website.

  Advocacy services for people with disability

  You can find an advocacy service close to home by using the Disability Advocacy Finder, operated by the Australian Government.
  disabilityadvocacyfinder.dss.gov.au/disability/ndap.

• Is there someone who can help me through the registration process and can I speak to them face to face?

  Yes. We are always here to help. We understand that the process of applying for new services can sometimes be complex and we are here to support you through the process. Simply call us on 02 9144 2044 to arrange an appointment.

  We can meet you at our office, or in your own home if preferred.

• How much do meals cost?

  For eligible clients, meals cost approximately $4 – $12. For CHSP clients, a standard meal package with juice and desert costs $9 including free delivery and a wellbeing check by one of our friendly volunteers.

• How do I pay?
  There are five payment methods to choose from which will be arranged with our office when you register your referral. Client contributions can be paid by:

  • Online payment
  • Direct debit
  • Cash (at the office)
  • Cheque
  • Credit card payment
• How do I order?
  Meal orders can be taken online, by email, over the phone and in person at least three days prior to delivery.

  For more information on our ordering process click here.

  To login to our online ordering system, registered clients click here.

  To download and print our order form click here.

• When do you deliver?
  Meals are delivered by a friendly volunteer Monday to Friday between 11.00am – 1.00pm. You must be at home to accept the delivery.
• Can you leave the meal at my doorstep or in a cooler if I am not home?
  No. Due to stringent health and safety regulations, we are unable to deliver meals that are left unattended (i.e. in a box or esky).
• How do I cancel meal delivery?
  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.

• What is the food like?
  We prepare the food the same way you would at home, using fresh ingredients to ensure maximum flavour. Meals are nutritionally balanced, tasty and cater for specific dietary needs, cultural preferences and personal tastes.

  Our Meal of the Day is prepared fresh in our purpose-build Turramurra kitchen and delivered to clients the next day hot or chilled.

  A seasonal frozen menu is also available for increased variety and choice. Click here to find out more about our food.

• How do I know my nutritional needs are being met?
  Ku-ring-gai and Hornsby Meals on Wheels are leaders in producing wholesome and nutritious meals. Meals are developed to meet the National Meal Guidelines for Older Australians, developed by Meals on Wheels in partnership with the Smart Food Centre at the University of Wollongong. Our meals provide approximately 1/3 of your daily nutritional needs and should be supplemented with additional meals and snacks.

  Everyone’s nutritional needs are different and if you have experienced nutritional deficiencies you should continue to monitor this with your doctor.

  To read more about the National Meal Guidelines for Older Australians click here.

• What does ‘more than just a meal’ mean?
  Although delivery of prepared meals is the basis of the service, Meals on Wheels is so much more. It is also about ensuring people, who may not be able to get out and about, enjoy regular social interaction and the comfort of knowing someone will drop by regularly to say hello and see how they are going.

  Meals on Wheels also provides the opportunity for people to attend the Monday Lunch Club to share a meal and conversation with others.

• Can Meals on Wheels volunteers help me run errands?
  Unfortunately, due to insurance regulations, Meals on Wheels volunteers are unable to run errands for you.

  If you need assistance that Meals on Wheels cannot provide, contact My Aged Care on 1800 200 422 and speak to an advisor. There may be other services that can assist you.

• What is the Lunch Club?
  The Lunch Club is a fun way to catch up with old friends or make new ones.

  It is held every Monday in our dining room at 7 Gilroy Road, Turramurra, where you can enjoy a freshly prepared two-course meal for only $14.25 (drinks included).

  Please contact our office on 9144 2044 if you would like further information or to make a booking.

  Door to door transport can be arranged for $6 return or $3 one-way.

• What are my responsibilities as a client?
  • To be at home and to answer the door when the Volunteer delivers your meal.
  • To inform Ku-ring-gai and 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 seven days of receiving your account.
  • To be aware that meal deliveries are made by volunteers who give their time freely. Please treat volunteers with respect.
  • 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 and safe.
• How can I make a complaint?

  If you have a complaint or feedback on any aspect of your service delivery, please notify us on 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

  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: 8219 4200 or 9281 5733
  • The National Aged Care Advocacy Line
    1800 700 600 (free call)
  • Older Persons Advocacy Network website
    opan.com.au
  • The Aged Care Quality and Safety Commission
    1800 951 822 or click here