Frequently Asked Questions

What is the cost of a meal?

  

Meals on Wheels clients pay a fee for each meal delivered to their door. Every effort is made to keep meals as affordable as possible, particularly as many recipients are on a pension. Cost of meals and menu choices vary from service to service and depend upon conditions and factors prevailing to the particular area of the local service. Variations in the cost of meat, fruit and vegetables all affect the meal price therefore each local Meals on Wheels service sets the cost for its meals.  To find out more or arrange for meals, you can: 

• Call us on 1300 90 97 90 (8:00am to 4:00pm Mon-Fri) 

OR 

• Contact Nerang  Meals on Wheels    55961026


• Make an Online Referral. 


Payment options can be discussed with your local office.

How to store your meal

Important: If meals are delivered hot, it is preferable that they be consumed upon delivery. If this is not possible it is important to treat the meals with care to ensure your own health. Guidelines below should thus be followed: 

1. Meals can not be left in eskies if you are not home. 

2. Storing food correctly is very important for food safety, enjoyment and nutrition. 1. Bugs are normally present in all foods and if they grow to large numbers they can make you feel sick. This is called food poisoning. Perishable foods should not be left out of the refrigerator longer than necessary. The cold temperature slows the grown of food poisoning bugs. The dangerous part is that you often cannot taste or smell that the food is spoiled. The longer food is left out, the more likely it is to be spoiled. 

3. Your Meals on Wheels meal may be delivered Hot, Chilled or Frozen. 

Chilled Meals must be stored in the refrigerator until you are ready to reheat the meal. Follow the reheating instruction given to you by the Meals on Wheels Service. If you do not eat all the meal you must throw away the remainder. The meal must be consumed before the 'Use By Date'. 

Hot Meals must be eaten immediately. If this does not happen for some reason, you must throw away the remainder. 

Frozen Meals should be stored in the freezer until you are ready to eat them. Reheat according to the directions so that they are heated all the way through. 

Never refreeze a frozen meal once it has been thawed out.


If you are not going to be home when the Meals on Wheels volunteer delivers your meal, it is your responsibility to advise the Coordinator the previous day, so alternative arrangements can be made.

What are my responsibilities as a client?

  • To pay the Meals on Wheels Service for your meals. 
  • To advise the Meals on Wheels Service if you are not going to be home when the meal is delivered (if you are not home when the volunteer arrives, the meal will not be left). 
  • To advise the Meals on Wheels Service if you are going to be absent for any short or extended time. 
  • To advise the Meals on Wheels Service of your special dietary needs. 
  • To correctly store your meal immediately if not eaten straight away.

What are my rights as a client?

  • You have the right to express your concerns about the service without fear of losing the service. 
  • You have the right to have your complaints dealt with fairly and promptly. 
  • You have the right to be represented by an Advocate of your choice. 
  • You have the right to be assessed to receive meals without discrimination. 
  • You have the right o have your specific dietary requirements met where possible. 
  • You have the right to privacy and confidentiality. 
  • You can expect that no information about you will be provided to anyone else outside the service without your permission. 
  • You have the right to view any information about yourself held by the service. 
  • You have the right to refuse the service without retribution.

How do I provide feedback or make a complaint about my Service?

Meals on Wheels encourages all clients, staff and volunteers to provide both positive and negative feedback on the service to ensure that clients receive the best possible service. If you find that you are unhappy about the service in any way, you can follow the procedure below: 

Contact your Service Coordinator in the first instance with the complaint. If you are not satisfied with the Coordinator's response, contact the Management Committee or Manager of your Service If you are still not satisfied with the response to your complaint you can contact the following: 

Aged Care Complaint Commissioner

Department of Health and Ageing GPO Box 9848 Brisbane QLD 4001 Ph: 1800 550 552 Web: www.agedcarecomplaints.gov.au 

Aged and Disability Advocacy Australia (ADA) 121 Copperfield Street Geebung QLD 4034 Ph: 07 3637 6000 - Brisbane Ph: 1800 818 338 - Regional Areas Email: info@adaaustralia.com.au Web: https://adaaustralia.com.au 

Under 65 (or under 50 for Aboriginal or Torres Strait Island People) or have a disability, contact the: Department of Communities, Child Safety & Disability 111 George Street, Brisbane QLD 4001 GPO Box 9848, Brisbane QLD 4001 Ph: 13 74 68 Web: www.communities.qld.gov.au 

Aged and Disability Advocacy Australia (ADA) 121 Copperfield Street Geebung QLD 4034 Ph 07 3637 6000 - Brisbane Ph: 1800 818 38 - Regional Areas 

Email: info@adaaustralia.com.au 

Web: https://adaaustralia.com.au

What is Advocacy?

Advocacy is an integral part of the aged and disability system. Under aged care standards all clients have a right to advocacy support. Aged and Disability Advocacy (ADA) offers free, confidential and client directed advocacy support to people receiving the services below, with any issues regarding their service provision:

  • Home Care Packages 1 - 4 
  • Commonwealth Home Support Program (CHSP)
  • Residents in Commonwealth funded Aged Care Facilities
  • Carers of recipients of these services

ADA is an independent advocacy service that operates throughout Queensland with a head office in Brisbane and regional offices in Cairns, Townsville, Rockhampton, Mackay, Hervey Bay and the Gold Coast.


ADA's mission is to provide information, education, support and representation to enable people to exercise their rights and understand their responsibilities within the context of aged care services, to ensure their voice is heard.


For further information retarding ADA's services:

121 Copperfield Street

Geebung Qld 4034

Ph: 07 3637 6000 - Brisbane

Ph: 1800 818 338 - Regional Areas

Email: info@ada.com.au

Web: http://adaaustralia.com.au.