Frequently asked questions

Connection requests are made to SNDE. Call the toll-free number 80 00 15 15 or use the Contact page to find out the procedure, the office serving your neighbourhood and the documents to provide.

An agent can then assess whether your home can be connected technically.

The official list of required documents is to be confirmed by SNDE and will be published on this page.

In the meantime, check with customer service on 80 00 15 15 before you travel, so that you can prepare a complete file.

Tell SNDE before you leave so that your subscription can be closed or transferred and you do not pay for another occupant’s use.

Customer service will explain the procedure: toll-free number 80 00 15 15 or the Contact page.

SNDE’s online services are offered on the official MySNDE platform (mysnde.mr). Sign in to your account to see the information available about your bills.

If you do not have internet access, customer service can help on 80 00 15 15.

The officially accepted payment methods will be listed here once SNDE has approved them.

To find out which methods are available near you, call 80 00 15 15.

Never share your payment codes or passwords with anyone, even someone claiming to work for SNDE.

First check for a leak at home: read your meter at night and again in the morning without using any water. If it has moved, there is probably a leak after the meter.

If you cannot find an explanation, contact customer service on 80 00 15 15 or through the Contact page, giving your customer reference. A check can then be arranged.

The customer account is hosted on the official MySNDE platform: mysnde.mr. This information website manages no accounts and will never ask for your password.

Account creation conditions are explained on MySNDE. If you have any difficulty, call 80 00 15 15.

First use the recovery option on the MySNDE sign-in page, if one is offered.

If the problem continues, contact customer service on 80 00 15 15. Have your customer reference ready, but never give out your password, by phone or by message.

You can reach customer service on the toll-free number 80 00 15 15 or write through the form on the Contact page, choosing the subject “Complaint”.

Give your customer reference, the address concerned and a precise description of the problem. Keep the tracking number you are given.

Report it as soon as possible on the toll-free number 80 00 15 15, giving the exact location (neighbourhood, street, visible landmark). Leaks on the public network are SNDE’s responsibility.

Do not try to work on pipes or valves yourself.

If you have doubts about someone who comes to your home on behalf of SNDE, ask for proof of identity and check with customer service on 80 00 15 15 before letting them in or handing over any money.

Yes. Water supplied is regularly sampled and tested, from the production site through the network. The Water quality page explains how these checks are organised.

Official results and reports will be published on this site once SNDE makes them available.

After an interruption or works, water can be cloudy for a while. Let the tap run for a few moments.

If the problem continues, do not drink the water and contact customer service on 80 00 15 15, giving your address and when the problem started.

Use a clean, covered container kept only for drinking water, out of the sun. Draw water with a tap or a clean ladle, and clean the container regularly.

This advice follows the general recommendations of the World Health Organization.

Official notices of works and disruptions are published on the Service notices page, with the areas affected and, when known, the expected restoration time.

This site does not yet offer real-time information. If your water is cut off without notice, call 80 00 15 15.

When water returns, let the tap run until it is clear before drinking it or refilling your storage. Make sure your taps were closed during the interruption to avoid overflows.

Close every tap and note your meter reading. Read it again a few hours later without using any water: if it has changed, there is a leak after the meter.

Check the toilet cistern, dripping taps and tank floats first. Repairs to indoor plumbing are the subscriber’s responsibility.

Turn off the tap while brushing your teeth or washing up, wash the car with a bucket, water plants early in the morning or in the evening, and fix leaks quickly.

More advice is gathered on the Saving water page.