Client Registration & Service Agreement

• Meals are subsidised. Subsidies vary. Meal charges apply as per the current schedule here.
• Invoices are issued fortnightly unless otherwise agreed.
• Credit card payments are direct-debited fortnightly unless otherwise agreed.
• If making payment is difficult for any reason, please contact us.

• If cancelling delivery, please provide as much notice as possible, preferably by the previous business day.
• Short-notice cancellations may still be charged if meals have already been ordered or prepared.
• If hospitalised or temporarily away, please notify us so we can pause deliveries.

This meals service does not provide personal care, medical services or clinical supervision.

• COA complies with the Aged Care Act 2024, the strengthened Aged Care Quality Standards and relevant safeguarding requirements where applicable.
• We may contact your emergency contact, care coordinator or relevant support services if we are concerned about your safety or wellbeing.
• Meals must be refrigerated or frozen promptly after delivery and reheated according to supplier instructions.
• You are responsible for safe storage and reheating once meals are received.
• COA may suspend services if it is unsafe to do so, or volunteers are exposed to unsafe, abusive, threatening or unreasonable behaviour, or other hazards.

• Personal information is handled in line with the Privacy Act 1988 and the Aged Care Act 2024.
• Information may be shared with government bodies or health providers for care coordination or funding compliance. Records are retained in line with regulatory requirements.
• You may request access to your personal information or ask how your information is handled by contacting COA.

• You have the right to be actively involved in decisions about the planning and delivery of your services, including how, when and by whom services are provided, where safe and reasonable.
• If your circumstances change, please let us know so the service may continue to meet your needs.

If you are unhappy with any part of your service, we encourage you to let us know promptly.

• Speak to your delivery volunteer or contact the COA team. Ph: (02) 9389 0035 or Email: [email protected]
• Contact the Aged Care Quality and Safety Commission: 1800 951 822.

Your service will not be affected by making a complaint.

• Deliveries may be affected by public holidays and Jewish holidays, extreme weather or circumstances outside our control. We will attempt to notify you about these instances as early as possible.
• You may stop or pause services at any time.
• COA may suspend or end services if it becomes unsafe to continue, fees remain unpaid after reasonable attempts to resolve, or funding arrangements change.