Your rights at a glance

You can request to use a meal provider you prefer
Your Care Provider should consider your request seriously
They should explain their decision clearly
You can ask for help if you disagree

About choosing your meal provider

If you have Support at Home funding, you have the right to choose who delivers your services, including ready-made meals.

Some Care Providers may recommend preferred suppliers, but you can request to use a food business you trust and enjoy - even if they are not currently set up with your Care Provider.

Your Care Provider may need to complete some checks before approving a new supplier. This is because they are responsible for managing your funding and ensuring services meet government requirements.

In most cases, requests can be accommodated once these checks are complete.

Choosing your own meal provider can help you access meals that suit your taste, lifestyle, and dietary or cultural needs.

What the guidelines say

Under the Consumer Directed Care approach and the Charter of Aged Care Rights, you are entitled to:

Choice and independence
Access to services that meet your needs
Participation in decisions about your care

This includes having a say in who provides your meals.

How to request your preferred meal provider

Make a clear request to your Care Manager or Care Provider. You could say:

“I would like to use [Food Business Name] as my meal provider. I understand that under Support at Home I have the right to have a say in who provides my services. Could you please let me know what is required to arrange this?”

We recommend putting your request in writing to create a clear record and help initiate the process.

If you have contact details for the food business, it’s helpful to share these with your Care Provider.

What usually happens next

Your Care Provider will usually:

Check that the business can meet safety and invoicing requirements
Confirm that meals can be supplied within your package budget
Arrange any necessary paperwork or agreements

This process can take a little time, depending on the provider.

What to do if your request is declined

If your Care Provider says they cannot approve your requested meal provider, you can:

1. Ask for the reason in writing

This helps you understand their decision and what options may still be available.

2. Discuss possible solutions

Sometimes there may be a practical issue that can be resolved, such as providing additional information or documentation.

3. Seek independent support if needed

If you feel your preferences are not being considered or you are not being given clear reasons, you can:

Contact the Older Persons Advocacy Network (OPAN) for free, independent support: https://opan.org.au
Lodge a complaint with the Aged Care Quality and Safety Commission: https://agedcarequality.gov.au
You also have the option to change Care Providers if you are not satisfied with how your services are being managed.