Contact Us

  • Support By Phone

  • (888) 722-1540
    You will need to provide your account email address and phone number (for security purposes) before information can be disclosed.
  • Online Support

  • For assistance or information please e-mail us at: Support@OneHSN.com
  • OneHSN Support will be closed for the Canada Day Holiday on July 3. We will respond to your request during regular business hours.


Website Guide (Parent/Guardian)

  • This guide is designed to show you how to use this website to its full potential and provide assistance with the use of the website. You can open the document as a PDF by clicking the 'Download' button below.


  • You must have Adobe® Acrobat® Reader® installed on your computer to view PDF documents. Click on the link below to download Acrobat Reader software.


Frequently Asked Questions

General Questions

My child is already placed in a subsidized space but I would like a space at another child care agency. Can I keep my child on the Waitlist until I am offered a subsidized space at my preferred agency?

Yes. Each parent has the option to stay on the Waitlist until offered a space at their preferred agency.

How long does a parent have to respond and make a decision once offered a subsidized space?

When a parent is offered a subsidized space, they will have 3 business days to decide if they wish to accept the space. Parents who do not provide a decision after 3 business days will have their space offered to someone else. Failure to contact City staff may result in their file being de-activated.

When offered a subsidized space at one of my chosen agencies, how often can I decline the offer?

Parents may decline the offer of a subsidized space a maximum of 3 times. Declining an offer of a subsidized space 3 times may result in your file being de-activated.

Is there a limit on the number of child care agencies I can make an application to?

Yes. Parents can select up to 9 licensed child care centres and 6 licensed home child care agencies.

Will I be able to see where my child is on the Waitlist?

No. Your position on the Waitlist is based on many factors and can change. Remember to log in every 60 days to ensure your profile stays active and up-to-date. Parents will receive automatic notifications prompting them to log in.

Child Care Fee Subsidy Waitlist Questions

What is the difference between the Registry and the Waitlist?

The Registry is for parents who want a full fee child care space in a licensed child care agency in the City of Ottawa.

The Waitlist is for parents applying for a subsidized child care space in a licensed child care agency in the City of Ottawa.

Where can I go to register (full fee)?

Parents can register through the online application at Ottawa.ca/daycare.

Where do I go to apply for a subsidized child care space?

To start a new application, parents can apply through the online application at Ottawa.ca/daycare or call 311 for more information, select language and select option 4 for the Applications and Benefits Unit.

Hours of operation: Monday to Friday from 8:30 am to 4 pm.

When does the change to the new system take place?

Parents in the City of Ottawa will be able to add their name to the new Child Care Registry and Waitlist as of June 12, 2014.

Who can I call if I need help with the system?

Parents can call the technology provider OneHSN at 1-888-722-1540 or e-mail support@OneHSN.com.

Hours of operation: Monday to Friday from 8 am to 5 pm.

My child’s name is on the Child Care Information - Centralized Waiting List. Will this information be transferred into the new waitlist system?

All parent names currently on the Centralized Waiting List will be transferred to the new system. Between June and September 2014, the City will contact parents and ask them to log into the new system to complete their application by adding information on their child(ren). Parents must complete this step no later than December 31, 2014 in order to “activate” their file and keep the original date of their application.

I am a parent in need of child care. How will this change affect me?

The City of Ottawa will now be managing the Child Care Registry and Waitlist. The management of the Registry and Waitlist through the new system will provide an efficient and flexible service for parents who need licensed child care in Ottawa.

Am I responsible to update my profile on the Waitlist and on the Registry?

Yes. Parents are responsible for updating their profile any time there is a change to their personal situation (e.g. change of address, change of employer, etc.).

Parents must log in every 60 days to ensure their profile stays active and is up-to-date. Parents will receive automatic notifications prompting them to log in. Failure to log in to system may result in their file being de-activated.

Can I place my child on the Waitlist and Registry at the same time?

Yes. A parent can apply to be on both lists at the same time.

What if I don’t have a computer and access to the Internet?

Computers are available at any of the City’s Community & Social Support Centres:

Hours of operation: Monday to Friday from 8:30 am to 4 pm.