Oakville Meals on Wheels

Frequently Asked Questions

Who is eligible?

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

How do I arrange service?

To initiate service, either complete the client application form, email us at info@oakvillemealsonwheels.com, or call our office at 905-842-1411.

How Long Does it Take to Get on Service?

We can usually get a new client onto service no later than 2 business days from the time of inquiry.

Where do the meals come from?

Our hot meals are supplied by Mo’s Family Restaurant at 467 Speers Road, Oakville (see menu link for our current 3 week rotating menu). Our frozen meals are supplied by Apetito. For more information on specific frozen menu offerings, please email info@oakvillemealsonwheels.com or call our office at 905-842-1411.

What is the Commitment?

There is a 10 meal trial period for hot meal delivery, payable upfront at the time of registration. There is a 7 meal package commitment for ordering frozen meals. Once the initial meal commitments are fulfilled, you can cancel service at any time with 24 hours notice by contacting the office.

How do I cancel a meal/service?

We appreciate as much notice as you can provide, however the minimum notice is by 9:30 am the day prior to a delivery you wish to cancel. If it is cancelled after that, we invoice that meal. To cancel meal service altogether, please contact the office at 905-842-1411. Again, we need approximately 24 hours notice to remove a client from service.

What Time are Meals Delivered?

Hot meals are delivered between 11.30 a.m. – 1.00 p.m., Monday through Friday, depending on where you are positioned on a meal route. Frozen meals are delivered once a week on Wednesdays between 9:30 a.m. and 11.00 a.m. There is no meal delivery at dinnertime or on weekends.

What happens if I’m not home?

Prior arrangements can be made to leave the meal elsewhere, if convenient, by calling the office. We will not leave a meal otherwise due to safety concerns. If a client does not answer and cannot be reached, the volunteer will notify the office, who will reach out to the Emergency Contact listed on the client’s file.

Who delivers the meals?

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 numerous years and are familiar and welcoming faces to our clients.

Special diets?

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

What is the cost?

View our current prices on the Program Information page.

Is there a Subsidy Program?

We do offer meals at a reduced rate for clients who qualify due to financial constraints. Please call our office to inquire about the Subsidy Program and to see if you qualify. Notices of Assessment from the previous tax year must be on file with Oakville Meals on Wheels for all clients on the Subsidy Program.

What About Payment?

We invoice clients at the end of each month. You can pay by credit card, pre-authorized debit and e-transfer. Though we prefer contactless payment methods, we will accept payment by cheque as well.

How do I volunteer?

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

Bad Weather Policy

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

Call us at 905-842-1411 if you would like to discuss this option, or receive a brochure regarding available frozen foods.

Community Support

Oakville Meals on Wheels is a non-profit, registered charitable organization. We are sincerely grateful to receive support from others in the Oakville Community. Please visit our homepage to see our current list of supporters.

Feedback & Complaints

POLICY STATEMENT

Oakville Meals on Wheels appreciates feedback, and we are committed to addressing all feedback and complaints in an appropriate and timely manner.

PROCEDURE

Anyone with a complaint (clients, family members, volunteers, or staff) is encouraged to bring that forward either verbally to a staff member or in writing to our Director, Client Services.

All complaints will be dealt with promptly and in a courteous and respectful manner, allowing the individual to express their concerns prior to receiving a response.

If another staff member or volunteer receives the complaint first, they will record the complaint, attempt to resolve it, and report it to the Director, Client Services. If the staff member does not resolve the complaint, the Director, Client Services 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 Director, Client Services 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 Director, Client Services has not satisfactorily addressed their complaint may appeal the decision by writing to the Board of Directors.

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.

If you have a question that you don’t see here, please contact us and we’ll get back to you as soon as possible.