FAQs

Do you have a question?
Please have a look through our frequently asked questions below.

NDIS

The NDIS stands for the National Disability Insurance Scheme. The NDIS supports people with a permanent and significant disability that affects their ability to take part in everyday activities. You can read more about the NDIS here.

We sure are! As a registered NDIS provider, Able Foods can service agency, plan or self-managed customers. Learn more about how each type of plan can access our services on our How It Works page.

At Able Foods, we are NDIS specialists who understand your needs, because we’re part of the disability community. We know the ins and outs of the NDIS, and this informs every decision we make–from menu planning to invoicing. We think the three benefits that set us apart are:

  1. Our customers appreciate that Able Foods helps them stay on budget. Whether you order regularly or sign up to one of our meal plans, you will be able to manage your spending.
  2. We are proud to support your independence. Choosing from a menu of over 80 ready-made meals and snacks means that you have choice and control over what, when, and where you eat.
  3. We support your health and wellbeing. All of our main meals are also designed according to our Magic 8 Nutrition Guidelines, which takes the guesswork out of healthy eating. In short, every meal delivered to your home is healthy, convenient, and downright delicious. So you can just relax and dig in!

Of course, we understand that different people have different requirements and preferences. If you’re still unsure, reach out to our friendly Client Engagement team. Call us on 1300 123 225, email [email protected], or send us a message via our online form. Our team will be happy to answer any questions you may have.

Able Foods doesn’t have a lock in contract. You’re free to leave at any time, but we’re sure you won’t want to!

If your NDIS plan is agency or plan managed, we will need a Service Agreement signed in order to use our services. This Service Agreement simply allows us access to this portion of your NDIS funding, but it isn’t locked in and can be cancelled at any time with 7 days notice.

Eligibility

  1. Check if we deliver to your postcode here.
  2. Confirm that your NDIS plan mentions meal preparation and delivery, or includes funding for a support worker to assist with meal preparation.

If so, you can use your NDIS funding to contribute towards the cost of our meals.

If you require meal preparation and delivery support but it is not explicitly mentioned in your NDIS plan, you can contact your Local Area Coordinator (LAC) or Planner directly. They can write an email stating that core support can be used flexibly for meal preparation and delivery. This will then allow Able Foods or the plan manager to claim invoices using the line item: 01_023_0120_1_1

Learn more about how to access our services on our How It Works page.

If you’d like to get meal preparation and delivery mentioned in your NDIS plan, you’ll need to provide the NDIA with evidence that the support is reasonable and necessary.

Please be aware that approval via the NDIA can take some time – but we’re here to assist.

Our in-house nutritionist can provide you with a referral letter along with a quote to submit to the NDIA. You can learn more about this and book a phone consultation with them through this booking link.

If meal preparation and delivery is mentioned in your NDIS plan, you’ll find it mentioned within the core supports and/ or your goals.

If meal support is not explicitly listed in your plan, it may still be possible to order from us. There are a few steps to consider based on how your plan is managed.

If your plan is agency managed: Check if meals are mentioned in your plan or if you have flexible core support funding for a support worker for meals. If not, reach out to your Local Area Coordinator (LAC) to get written approval to use core support flexibly for meals.

If you are plan managed: Check with your plan manager about flexible core support funding for meals. If they indicate restrictions, contact your LAC for written approval to use core support flexibly for meals.

Remember: If in doubt, feel free to give us a call. We can provide advice tailored to your specific situation.

If you are a self-managed participant, ordering is a straightforward process:

No Service Agreement Required:
As a self-managed participant, there’s no need to sign a service agreement. You will just need to read and agree to our terms & conditions, which will be provided to you during onboarding.

Getting Started:
Simply fill out the Get Started form online or give us a call to initiate the account setup.

Account Setup:
We will reach out to you to finalise the account setup, ensuring a smooth process.

Ordering Options:
Once the account is set up, you can place orders through various channels, including online, over the phone, or through a meal plan.

Billing Structure:
You will be charged the full price for your orders.

Invoicing Details:
Expect to receive two separate invoices:

  • One for the co-payment portion (out-of-pocket cost).
  • Another for the NDIS portion of the price, which you can claim on the NDIA portal.

Feel free to reach out if you have any questions or need further assistance with the ordering process.

We try to make nagivating NDIS processes as easy as possible. We can provide you with a quote and referral letter (if required) to take to your plan review meeting.

Once your new NDIS plan is active, inform our Client Support team about your new plan by calling us on 1300 123 225, emailing us at [email protected] or by filling up this renewal form.

We will assist with a new service agreement and confirm your new funding to renew your services.

To ensure uninterrupted delivery, please email us at [email protected] once you receive confirmation from the NDIS that your plan has been extended.

It’s important that you let us know, as will require your consent and a new service agreement to be signed.

Able Foods meals are funded through Core Supports (Daily Activities) – Assistance with the cost of meal preparation and delivery of meals. The line item is either 01_022_0120_1_1 or 01_023_0120_1_1, depending on when your plan was created.

NDIS funding

  1. Fill in the Get Started form or give us a call so we can collect your information over the phone. Make sure you have your NDIS plan handy.
  2. Sit tight while our Client Engagement team works in the background to confirm your funding.
  3. Once funding is confirmed, we will be in touch with you to (1) collect delivery instructions and payment details for the out-of-pocket cost and (2) walk you through the ordering process.

If you’re plan managed:

  • When you order from us, you only pay for the cost of ingredients upfront (also referred to as the ‘co-payment’), and the rest is covered by the NDIS.
  • We conveniently split the invoice into two: You or your plan manager will receive an invoice for the co-payment. Meanwhile, the cost meal preparation and delivery will be charged directly to your NDIS plan.

If you’re self-managed:

  • You will pay in full upfront, then claim the NDIS portion of the price on the NDIA portal. We still send a split invoice to make it easy to claim from the NDIS.

Not a problem. We can direct invoices to your plan manager once your account is set up with us.

You can get a quote here or call our friendly team at 1300 123 225.

Depending on your disability, the NDIS may fund the cost of a support worker to help with meal preparation and/or delivery of pre-prepared meals.

The NDIS only covers day-to-day living costs related to your disability support needs. The NDIS doesn’t fund the cost of ingredients, because food is considered a day-to-day living cost rather than a disability-related support.

An NDIS plan only covers services for the individual whose plan it is. That means the NDIS will not fund meals for an entire family through one NDIS plan.

We want everyone to be able to enjoy our delicious food, so we do offer companion meals for anyone in your circle of care at a discounted rate, so you can still share a meal together! Companion meals can be ordered over the phone or added to meal plans.

Contact us to learn more.

Home Care Packages

Able Foods can be funded through a Level 2-4 Home Care Package. Follow these steps to access our meals:

1. Check if we deliver to your postcode here.

2. Fill in the Get Started form or call us on 1300 123 225 to provide your details over the phone.

3. Once we have your information on file, we will need to email your Care Coordinator to confirm funding with them. Once we have written confirmation we will give you a call to finalise your account!

Please note that in order for us to confirm funding with your Care Coordinator, we need to make sure we have an active contract with your provider organisation. To check if we currently have one in place, please visit our Home Care Package page. If not, get in touch and we can set one up for you!

If you are with My Aged Care but not on a Home Care package, you can still access our meals. However, they will be charged at the full price.

We are not a My Aged Care registered provider, so our meals are not subsidised. If you have a Home Care package, you can utilise the funding from your package to cover the meal preparation and delivery part of the cost.

Able Foods has a list of Home Care Package providers that we currently work with. If your provider is not currently on our list, you can inform your provider that you’d like to access our meals.

To do this, request your package provider to reach out to us via email at [email protected]. We will then be happy to make arrangements with them directly. Once an agreement is in place, you should be able to access our meals through your Home Care Package.

At Able Foods, we are NDIS and Aged Care specialists who understand your needs. We know the ins and outs of Home Care Package processes, and this informs every decision we make— from menu planning to invoicing.

Our menu of 80+ ready made meals takes the guesswork out of healthy eating. We offer chef-prepared and dietitian-designed meals that follow our Magic 8 Nutrition Guidelines. That means that every meal delivered to your home is healthy, convenient, and downright delicious. So you can just relax and dig in!

Of course, we understand that different people have different requirements and preferences. If you’re still unsure, reach out to our friendly Client Engagement team. Call us on 1300 123 225, email [email protected], or send us a message via our online form. Our team is always happy to answer your questions.

Unfortunately, we cannot accept My Aged Care referral codes, as we are not My Aged Care registered and do not receive subsidies from the government.

Referrals

To assist an NDIS participant in signing up with Able Foods, simply fill out a referral form online.

Once submitted, our team will get in touch with you or your participant and provide a service agreement for review.

For any inquiries or assistance, call us at 1300 123 225.

Our Community Engagement Manager, Emma Huskins, would be more than happy to connect with your regarding collaboration opportunities. Email [email protected] or call 0480652580.

Meals

Glad you asked. We’ve spent countless hours with our team of dietitians perfecting our Magic 8 Nutrition Guidelines to ensure all of our main meals are healthy, balanced and damn delicious.

While other providers might work on the average across their menu, all our main meals are created equal!

Click on any meal on our website to find its nutritional information and preparation instructions. This information is also provided on the packaging of every meal.

Your best port of call for nutrition support is your dietitian, nutritionist or doctor. While our meals are dietician-designed, our team is not qualified to provide individualised nutrition advice.

Allergens, preferences, special diets

Thanks to our extensive menu of 80+ tasty options, chances are there are meals to suit your needs! On the online store, use our handy filters to identify the meals that are right for you. You can also refer to the allergen icons under each meal on our menu.

Can’t find what you’re after? Get in touch, our team is happy to help!

Please be aware that we make a variety of meals in our kitchen, so we cannot guarantee that any of our products are 100% free from traces of allergens such as gluten, milk, eggs, fish, crustaceans, soy, peanuts, tree nuts, sesame, lupin and sulphites.

Many of our meals are made without wheat. As our kitchen also prepares meals containing wheat, we cannot guarantee any of our meals are 100% free of traces of gluten.

You’re not alone! Which is why we’ve created a ‘Not Spicy’ filter on our store. Check them out here.

Many of our meals are made without nuts. However, as our kitchen also prepares meals containing nuts, we cannot guarantee any of our meals are 100% free from traces of nuts.

Check out our “made without nuts” filter on our online store to see our range.

Many of our meals are made without dairy. However, as our kitchen also prepares meals containing dairy, we cannot guarantee any of our meals are 100% free from traces of milk.

Check out our “made without dairy” filter on our online store to see our range.

Join the club! You’ll be spoilt for choice with our menu.

The short answer: Yes.

By following the Magic 8 Nutrition Guidelines, all our main meals are designed to be healthy, well-balanced, and portion-controlled. They also follow the Australian Dietary Guidelines, which is what Diabetes Australia recommends for people with diabetes.

You can learn more about why our meals are suitable for people with diabetes on this page.

Of course, different people have different requirements. Speak to your dietitian to ensure you’re getting the meals you need.

All our main meals have controlled amounts of sodium. This means they contain no more than one-third of the daily intake of sodium without sacrificing taste.*

We also have a range of meals that are classified as low-sodium (containing less than 120 mg per 100 g). Check out our “low sodium” filter on our online store to see our range.

You can learn more about this and our other Magic 8 Nutrition Guidelines on this page.

*Percentage Daily Intakes are based on an average adult diet of 8700 kJ.

Yes we do! Our texture modified meals come in two IDDSI compliant textures: Minced and moist (level 5) and pureed (level 4). — without compromising on flavour, health or convenience.

Please consult your health practitioner to understand which IDDSI texture level is safest for you.

We’ve done the work for you with our range of texture modified meals which are IDDSI compliant for ‘pureed’ texture (level 4). We do this without compromising on flavour, health or convenience.

Unfortunately, our meals and kitchen are not halal certified.

Unfortunately, our meals and kitchen are not kosher certified.

Menu, meal preparation and storage

We’ve got your entire day sorted with options for breakfast, small lunches, main meals, juices and smoothies, desserts and snacks! To view the latest menu, click this link.

We introduce new meals every 3 months to keep things fresh. You can look forward to updated winter, spring, summer, and autumn menus!

Our most popular meals stay on but you’ll see some meals replaced with even better options.

Our meals are not customisable. However, we always welcome menu feedback and suggestions. Reach out to us on our feedback page.

Yup. All our main meals are pre-prepared and frozen to make things as convenient as possible–without sacrificing taste or nutrition. All you have to do is heat and eat!

Refer to each meal for preparation instructions, or visit the product pages on our website.

It locks in the nutrients
Freezing retains the nutrient value of food by preserving its vitamins and minerals.*

It keeps things simple
Our meals go from frozen to fork in under five minutes! This means you get high quality food with low effort.

It can be safely stored for longer
Freezing food stops the growth of bacteria that can cause food to spoil. By offering frozen meals and transporting them in cool storage, we lengthen the shelf life of your meals so you can eat them whenever you’re ready! This also has the added benefit of reducing food waste.

*https://www.betterhealth.vic.gov.au/health/healthyliving/food-processing-and-nutrition

It’s simple: Peel back a corner of the plastic film and place it in the microwave.

As a general rule we like to follow:

If defrosted: 4 – 5 minutes on HIGH
If frozen: 5 – 7 minutes on HIGH

Heating times may vary according to individual microwave settings, adjust as required.

Our containers are NOT oven proof and cannot be placed in the oven. If you would like to heat your meals in the oven, you will need to empty the contents onto an oven-safe tray. They can be heated at 180 degrees for 35 minutes from frozen (25 minutes if thawed).

When your meals are delivered, store them in your freezer. Our main meals are designed to stay frozen until you’re ready to heat and eat them. A ‘best by’ date can be found on the packaging of every meal.

We love to hear your feedback! It’s how we make sure we’re always improving.

You can send us an email or submit your comments through our feedback page here.

Ordering

There is a minimum order of 7 standard main meals or equivalent per delivery, which works out to be only $21 co-pay.

The simplest way to place an order is through our online store or setting up a meal plan (reoccuring order).

Alternatively, you can also order by calling us on 1300 123 225 or emailing us at [email protected].

Our weekly order cut-off is Wednesdays, 5pm Sydney time. Place an order before then to get your order delivered by the following week.

Unfortunately not. You will need to sign a Service Agreement to begin ordering with us, but there’s no lock-in contract. That means there’s no pressure to order a second time.

We’re confident you’ll like our meals–but if you don’t, it’s not a worry!

Yes! This is what we call a meal plan, and we think you’re going to love it. Get in touch to set it up.

You sure can, so long as it’s before our order cut-off (Wednesdays 5pm Sydney time). You can cancel your order by phoning 1300 123 225 or emailing [email protected].

Yup, easy! On our online store, click on My Account > Orders > Order again..

Or you can call us on 1300 123 225 or email [email protected] and we’ll sort that for you.

You’ll receive an order confirmation from us that outlines which items are in your upcoming order.

Spot something that’s not quite right? Call us on 1300 123 225 or email [email protected] before the order cutoff (Wednesday 5pm Sydney time).

Delivery

Good question! Enter your postcode here to check if we deliver to you.

The cost of delivery is built into the NDIS component of our pricing so there are no additional out of pocket costs for delivery.

Your delivery address will determine which days we can deliver to you. Check out our handy delivery schedule here.

The delivery window is generally between 8am and 6pm. Depending on your postcode and delivery day, you may have the option of overnight delivery between 12am-7am.

Our delivery window is generally between 8am-6pm for daytime delivery or between 12am-7am for overnight delivery.

Unfortunately, we cannot specify an exact delivery time within our delivery windows but we send you regular updates:

  • At 6pm the day before delivery, you will receive an SMS with a tracking link. This link will give you an ETA, and will provide a smaller window on the day of the delivery. Once delivered, it will also provide proof of delivery.
  • For daytime deliveries, you will also receive an SMS when the driver is near and upon delivery.
  • Alternatively, you can call us on 1300 123 225 on the day of your delivery for a smaller estimated delivery window.

Depending on your delivery address, you may have a few delivery days to choose from. If that’s the case, get in touch before our order cut-off (Wednesdays 5pm, Sydney time) to change your delivery day.

Note that we cannot reschedule deliveries after the order cut-off has passed.

You don’t need to be at home for us to deliver your Able Foods box. However, some people prefer it, especially if there is no secure location where our driver can leave your box. Our drivers provide contactless delivery and can leave your box where you request, according to your delivery instructions.

Once delivery is complete, please be aware that you are responsible for your Able Foods meals. We encourage you to keep track of your delivery schedule via the tracking link provided.

If you’d like to update your delivery instructions or reschedule or reroute your order you can call 1300 123 225 or email [email protected]. Just keep in mind you’ll need to reschedule or reroute your order before our order cutoff (Wednesdays 5pm, Sydney time).

You’ll have the opportunity to provide delivery instructions during the onboarding process. If you need to change these at any point, contact us by calling 1300 123 225 or emailing [email protected]

While we do deliver to secure apartments, we cannot guarantee that our drivers will deliver to your unit door.

You can help by providing clear instructions on how our drivers can access your foyer/reception to leave the delivery safely inside. They’ll do their best to follow those instructions, and will send an SMS message when they’re on the way and on arrival, including photos of where your delivery can be found.

We understand that some of our customers may require assistance bringing in their Able Foods boxes. However, our delivery drivers cannot deliver inside your house in the interest of both your safety and theirs.

You will be able to see an estimated arrival time in your tracking link on the day of your delivery and receive an SMS when the delivery is on the way and once completed.

If needed, we encourage you to make plans to have someone, such as a support worker or family member, help you bring your box inside.

Our ready-made meals arrive frozen in a cardboard box with a thermal lining and an ice pack, which maintains your food at optimum temperature for up to eight hours.

Every Able Foods box includes a thermal lining and ice pack that maintains your food at optimum temperature while it makes its journey from our kitchen to yours.

Your meals will stay cold in their packaging for up to eight hours, though it is best to move your meals to your freezer upon arrival.

Yes, your nominated mobile number will receive an SMS with a link to track your delivery at 6pm the day before your delivery.

The tracking link will provide a shorter estimated delivery window on the day of your delivery. You will also receive a text upon delivery, which will iclude photos of where your box can be found.

Our delivery boxes are 100% recyclable. The thermal lining, and gel pack are unfortunately not recyclable. The meal trays may be recylable depending on your local council.

Delivery issues

We always do our best to deliver within your selected window, but there may be times when unforeseen circumstances impact our ability to do so.

If we are notified of any delays, our team or our delivery partner will reach out via SMS to ensure you’re kept updated about when you can expect your delivery.

Please take photos of the damage and reach out to our team by phoning 1300 123 225 or emailing [email protected]. We will investigate the issue and determine next steps.

Please reach out to our team by phoning 1300 123 225 or emailing [email protected]. We will investigate the issue and determine next steps.

Please reach out to our team by phoning 1300 123 225 or emailing [email protected].

Payment

You’ll only pay out of pocket for the cost of meal ingredients:
Breakfast $1.80
Small lunches, soups & sandwiches $1.00 – $2.00
Smoothies & juices $0.70 – $1.50
Main meal $3.00-$3.50
Extra $0.50-$1.00

Payment is made by direct debit. We’ll need your debit/credit card or bank details to process payment.

We can invoice directly to a State Trustee. To do so, you’ll need to notify them of the payments and let us know their email address for invoices.

Please phone 1300 123 225 or email [email protected] to update your payment details.

Yep, we’ll securely store your payment details, so you only have to provide them once.

Up to you! We can schedule payments on your preferred day (Monday-Friday), even in your preferred week of the fortnight.

Yup. We’ll send a co-pay invoice to your nominated email address.

The order confirmation lets you know we’ve received your order, while the invoice is a statement of the sum due for products provided in your delivery.

Our prices may alter from time to time but we will not charge you more than the prices as displayed on our website, at the time that your individual order is placed and processed.

Meal Plans

A meal plan is a customisable set of Able Foods meals that we will automatically deliver to you on a regular basis without you needing to contact us!

Meals can be changed or cancelled at any time as long as you let us know before our cut off (Wednesdays 5pm, Sydney time).

Deliveries can take place on a weekly, fortnightly, 3-weekly or monthly basis – whatever schedule works best for you!

Additionally, if you would like more variety in your diet, we can help you create a range of different meal plan orders that will arrive on a rotating basis.

You will receive an order confirmation via email on Monday outlining which meals will be arriving in your delivery the following week.

If you have any changes or cancellations, feel free to respond with your requests before order cut-off (Wednesdays 5pm Sydney time) to let us know.

Your meal plan order will be automatically placed for you without you needing to contact us but you can always make changes or cancellations if required! You will receive an order confirmation via email on Monday, outlining which meals will be arriving in your delivery the following week.

If you have any changes or cancellations feel free to respond with your requests before order cut-off (Wednesdays 5pm Sydney time) to let us know!

*Note: any changes or cancellations after this cut off time cannot be processed.

Any of our menu items can be added to your meal plan. We’ll work with you to make sure it fits within the budget set out in your Service Agreement.

We know how important it is that you receive the same number of meals in your delivery so you have enough food to last you until your next box arrives. In the case where an item in your meal plan is out of stock or discontinued, we will automatically swap it for a similar item and notify you via SMS.

This might mean that around times when we have a new menu launched (at the start of each season) there might be some changes to your meal plan. Not to worry, if you have any specific requests or if you want to make any changes at this time, you can call us on 1300 123 225 to discuss your order. We will inform you ahead of time, so you’ll have enough time to make changes.

*Note: If you are set up on a meal plan that targets specific dietary goals or have any allergies/dietary requirements, please call us at the beginning of each season to discuss any upcoming changes.

If you would like to take a break from your meal plan and place an alternate order as a once off, that is perfectly fine!

If you place an alternate order over the phone, via email or in our online store, that order will automatically override your meal plan order for that week only.

Many of our clients use this system as a back up plan to ensure we will still deliver them meals even if they forget to place an order.

*Note: Back up meal plan order confirmations will still be emailed to you on Mondays but if you choose to place a separate order before our cut off deadline we will cancel the meal plan order.

Regular meal plan orders are automatically put on hold while undergoing the renewal process. You will be notified of this at the time a hold is applied. Once the renewal process is complete, you will have the option to continue with your meal plan as usual.

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