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  • Complaints, Comments, and Issues Policy Open or Close

    POLICY STATEMENT

    Oakville Kiwanis Meals on Wheels appreciates feedback, and recognizes that all complaints or appeals must be addressed by the agency in an appropriate and timely manner.

    PROCEDURE

    Anyone with a complaint (clients, family members, volunteers, or staff) is encouraged to bring his or her complaint or comment forward either verbally to a staff member or in writing to the Executive Director. Complaints will be dealt with promptly, and within three business days of receipt.

    All complaints will be dealt with in a courteous and respectful manner, allowing the individual to express his or her concerns prior to receiving a response. The staff member, receiving the complaint, will initially address all complaints from clients, family members, staff or volunteers.

    If a staff member receives the complaint, he or she will record the complaint, attempt to resolve it, and report it to the Executive Director. If the staff member does not resolve the complaint, the Executive Director will investigate the facts, speak to all involved parties and decide on a resolution. All such details will be logged in the complainant’s file.

    Complaints that cannot be resolved by the Executive Director will be referred to the Board of Directors for resolution. In the case of a complaint or appeal request from a Volunteer, the issue may be referred to the Board representative for Volunteers or an ad hoc subcommittee of Board members representing Volunteers.

    Clients and/or family members who feel that the Executive Director has not satisfactorily addressed their complaints may appeal the decision by writing to the Board of Directors and/or the LHIN or the Ministry of Health and Long Term Care.

    Clients will be provided with a copy of this complaint procedure at the start of service.

    At any time during the complaint, appeal, or feedback process, clients or family members may request the assistance of staff to aid in writing or presenting the information in either a letter of complaint or an appeal, or may request staff to advocate on their behalf.

    All complaints will be treated as confidential. Please be assured that comments are helpful to us and any complaints, comments, feedback, suggestions, or appeals will never result in any retaliation or barriers to services.

  • Bad Weather Delivery Policy Open or Close

    If you have questions, call us at: 905-842-1411

    On days with hazardous driving conditions, we may have to decide to cancel meal delivery. Though delivering your meals to you remains our highest priority, the safety of our volunteers can become an issue.

    On a day when we decide it is not safe to deliver meals, we will cancel all deliveries and we will call you to let you know there will not be a meal delivered that day. We will also have announcements on the local radio station, CHWO (AM 740) that will let you know meals have been cancelled.

    At other times, while out on their routes, our volunteers may decide, because of lack of access, and dangerous conditions that they cannot deliver one of the meals on their route.   If this happens, and you will not be receiving a meal, we will call you and we will credit your account for that day.

    We realize that the cancellation of your meal would be inconvenient to you. Cancellations do not happen very often, but we suggest that you be prepared by keeping some extra packaged or frozen food on hand.

    Frozen entrees, soups and desserts that can satisfy your particular requirements can be purchased through our office.

     Just call us at 905-842-1411 if you would like to discuss this option, or receive a brochure describing the frozen foods available.

  • Who is eligible to receive meal delivery? Open or Close

    Hot or frozen meals service is easily accessible to Oakville residents who are unable to prepare meals for themselves on a short or long-term basis.

  • How long does it take? Open or Close

    Usually no more than 2 business days depending on the time of your enquiry.

  • How do I arrange service? Open or Close

    Download and complete the Client application form (link for application form) and email, or fax us at This email address is being protected from spambots. You need JavaScript enabled to view it. or to 905-842-1415.  Call the office to complete and arrange by phone at 905-842-1411.

  • Where do the meals come from? Open or Close

    Our hot meals are supplied by Mo’s Family Restaurant at 467 Speers Road, Oakville (see menu link). Our frozen meals are supplied by apetito (see our brochure for a full list of meals).

  • How long of a commitment do I need to make? Open or Close

    There is a 10 day trial period for hot meal delivery and no commitment for ordering frozen meals.

  • What time does it come? Open or Close

    Hot meals are delivered between 11.30 and 1.00 p.m. depending whereabouts on a meal route you are positioned.

  • What happens if I’m not home? Open or Close

    Prior arrangements can be made to leave the meal elsewhere, if convenient.  We will not leave a meal otherwise due to safety concerns. We would follow up always with an emergency contact if we have not been advised that you may not be home.

  • How do I cancel a delivery? Open or Close

    We appreciate as much notice as you can give but the minimum is by 9.30 a.m. to day prior to the delivery you wish to cancel.  If it is cancelled after that, we would have to charge for the meal.

  • Who delivers the meals? Open or Close

    Deliveries are made by an Oakville Meals on Wheels volunteer who has been thoroughly screened and trained. Many of our volunteers have been with us for 10 years and more.

  • What about special diets? Open or Close

    Our hot meal menu is prepared fresh daily without the addition of salt or additives. The meals are balanced to provide high protein, freshly made soups or salads, vegetables, fresh fruit is available daily by request, or homemade desserts. We can make adjustments to accommodate certain dietary requirements. Our frozen meal selection can accommodate renal, gluten free, lactose free and modified texture (minced or pureed). Find out more.

  • What does it cost? Open or Close
  • Are there cheaper options? Open or Close

    We are a registered charity and therefore our services are provided at cost by a largely volunteer workforce. You will find commercial alternatives for any hot meal delivery service or frozen meal delivery in Oakville to be more costly.

  • How do I volunteer and what does it entail? Open or Close

    You can fill out an application and submit together with references. We will need to see a current satisfactory vulnerable person police check.  You would attend an interview at our office and receive full online training, and then accompany an experience volunteer on a route or two before delivering meals. We are always happy to discuss volunteer opportunities so call us at 905-842-1411.

  • What other organizations support Oakville Meals on Wheels? Open or Close

    Oakville Meals on Wheels is a non-profit, registered charitable organization. We are sincerely grateful to receive support from others in the Oakville Community:

    United Way of Oakville

    Halton Region

    Royal Canadian Legion, Branch 114, Oakville

    The Kiwanis Club of Oakville

Our Hours of Operation

Mon - Thurs: 9 AM - 3 PM
Friday: 9 AM - 1 PM

+1 (905) 842-1411
Fax: +1 (905) 842-1415

Oakville Meals on Wheels

165 Cross Ave. Suite 107
Oakville, ON
L6J 0A9

Volunteer: Fitzie James

fitzie james oakville meals on wheels

On April 10, 1981, Fitzie James began a remarkable 35 year career with Oakville Meals on Wheels. Fitzie embodies the true spirit of volunteerism: making a difference in the life of others, by giving selflessly of herself. Not only has she delivered a hot meal twice weekly for 35 of Meals on Wheels’ 40 years in Oakville, but she has also volunteered at Oakville Hospital pharmacy for 25 years, in Patient Transportation for 22 years and transports seniors to the Meals on Wheels program at the Sir John Colborne Center.

See the full article on the Snap'd Website

Proper nutrition empowers seniors and those with disabilities to live fulfilled lives independently... a daily visit nourishes the soul, ensures connection with the community and gives peace of mind to families.

Call 905-842-1411 to help your loved one maintain their independence.

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Our work wouldn't be possible without the generous support of our sponsors:

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