Frequently Asked Questions

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.

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

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

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.

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.

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.

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.

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.

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.

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.

View our current prices on the Program Information page.

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.

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.

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.

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.

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.

Complaints and Feedback Policy

Statement of Complaints

Oakville Meals on Wheels values feedback and is committed to addressing all complaints in an appropriate and timely manner. Anyone with a complaint, concern, or comment including persons served, family members or circle of care members, stakeholders, volunteers, or staff, is encouraged to bring it forward either verbally to a staff member or in writing to the Director of Operations.

All complaints will be acknowledged (documented into Oakville Meals on Wheels’ CRM) and responded to promptly, and no later than ten (10) business days from the date they are received. If the Director of Operations is unavailable, a designated staff member will respond on their behalf. If a resolution or corrective action is required, the proposed timeline will be discussed during the response communication, and an explanation may be provided as appropriate.

Complaints will be handled in a courteous and respectful manner. Individuals will be given an opportunity to express their concerns before a response is provided. The staff member receiving the complaint will document the concern and initiate the response, involving the Director of Operations as required. If the complaint is not resolved at the staff level, the Director of Operations will investigate the matter, speak with all relevant parties, determine an outcome, and ensure all details are documented.

Complaints that cannot be resolved by the Director of Operations will be referred to the Board of Directors for resolution. In the case of a complaint from a volunteer, the issue may be referred to an ad hoc subcommittee of Board members representing volunteers.

The Board of Directors will be notified immediately of any complaint that may involve legal risk, reputational risk, or an actual or potential health and safety concern.

Persons served and/or family members or those in the circle of care who feel their complaint has not been satisfactorily addressed may appeal the decision by submitting the appeal in writing to the Board of Directors.

At any time during the complaint or feedback process, persons served, family members, or those in the circle of care may request assistance from staff to help write or present the information in a complaint or appeal, and/or may request staff to advocate on their behalf.

All complaints will be treated as confidential, to the extent possible. Feedback and comments are valued and support continuous improvement. Submitting a complaint, feedback, suggestion, or appeal will never result in retaliation or create barriers to service. If you have a concern or complaint, we encourage you to let us know so we can review and address it. You can contact us in any of the following ways:

Phone: 905-842-1411

Email:info@oakvillemealsonwheels.com board@oakvillemealsonwheels.com

Mail: 17-760 Pacific Road, Oakville, ON L6L 6M5 Complete our complaint form below, or by following this link to do it online: Comments/Complaints Form – Fill out form.

Reviewed and uppdated January 2026