EZ WAY Not a Government App but Enforces Real-Name Verification! Online Shoppers Shocked Over 'Personal Data Leaks,' Customs Administration Responds

Cross-border online shopping has become a daily habit for many people, but recently the 'EZ WAY Easy Delegate' app has unexpectedly become a topic of discussion. Amid legislative scrutiny of its operations and fee model, many users have discovered that EZ WAY, which requires real-name authentication for importing overseas goods, is not run by a government agency but by a private company called 'TradeNet Information Co., Ltd.,' raising public concerns about personal data collection, information security, and fee mechanisms.

In response, Peng Ying-wei, Director-General of the Ministry of Finance's Customs Administration, stepped forward on the 3rd to clarify three key points, emphasizing that there are widespread misunderstandings: 'EZ WAY is not the only way to appoint a customs agent,' 'it does not directly charge users,' and the purpose of promoting online appointments is to reduce risks of fraudulent declarations and identity theft, not to increase public burden.

Is EZ WAY not a government app? Public shocked to learn it's operated by a private company

The controversy began when legislator Lin Dai-hua questioned EZ WAY's fee and operational model, pointing out that cross-border e-commerce real-name authentication and customs clearance procedures are managed by TradeNet Information Co., Ltd., and that related system costs may ultimately be borne by consumers, sparking public concern.

Subsequently, a user shared on the social platform Threads that after using EZ WAY for years, they recently realized the app was not an official government system but built and operated by a private company. This led them to question: 'Why can a private company hold everyone's personal data? Who are we paying service fees to?'

The post quickly went viral, attracting over 4,000 likes. Many netizens admitted they had long believed EZ WAY was an official customs system, only realizing after the incident that it was privately operated. Comments included: 'I thought it was Taiwan Customs' app, and the only one we had to use,' 'I always thought the fees were taxes collected by the government,' 'If it's a private company, why are they forcefully collecting personal data? Why is only this company allowed to do this? It's hard not to suspect something else,' 'I thought it was government-run after buying from Taobao for years... now I know it's private. Is national import taxation being handled by a private company?' and 'Does this count as a national-level scam?'

However, some users argued that banks, medical institutions, and other private enterprises also legally collect personal data, and as long as regulations are followed and information security is properly managed, there's no need for excessive concern.

Customs Administration clarifies: EZ WAY is not the only option; users are not forced to use it

Regarding the key concern—'Is the government forcing people to use EZ WAY?'—Director-General Peng Ying-wei stated this is one of the biggest misunderstandings. He explained that while users must legally complete customs appointment procedures when importing goods from overseas, current regulations do not require using EZ WAY specifically.

Users can choose alternatives such as appointing a customs broker directly or using the 'Customs-Port-Trade Single Window' with a personal digital certificate to complete online appointments. Therefore, EZ WAY is not the only option.

Why promote online appointments? Customs Administration: To better protect personal data

In response to concerns that EZ WAY requires users to provide personal data such as name, ID number, and phone number—potentially increasing data leakage risks—Peng explained that the online appointment system was introduced precisely to reduce risks from paper-based processes.

Before 2018, most users relied on paper appointments, which led to incidents of documents being copied, reused, fraudulent declarations, and personal data misuse. Online appointments allow users to directly verify appointment details and customs information via the system, eliminating the need to repeatedly submit physical ID documents. The system includes identity verification and information security safeguards, reducing risks of identity theft, copying, or data leaks, while improving customs audit efficiency and lowering compliance costs for brokers.

On information security concerns, TradeNet Information Co., Ltd. stated it has obtained international certifications including ISO 27001 (Information Security Management) and ISO 27018 (Cloud Personal Data Protection), and participates in the government's cybersecurity joint defense mechanism, ensuring compliance with regulations and no data leakage risks.

The Customs Administration reiterated that users who do not wish to use EZ WAY can still complete online appointments via the Customs-Port-Trade Single Window using a personal digital certificate—EZ WAY is not the only way to handle import customs clearance.

Public质疑 'EZ WAY charges users directly'? Official: Fees are charged to customs brokers, not consumers

Another controversial issue is EZ WAY's fee model. Peng stated that there is no contract between the Customs Administration and TradeNet for building or operating EZ WAY, and that EZ WAY is a value-added service platform independently developed by TradeNet.

Under current regulations, any company with customs network operation qualifications can develop similar apps without needing customs designation.

Regarding claims that EZ WAY directly charges users, the Customs Administration stated this is false. TradeNet clarified that service fees are charged to customs brokers, not directly to consumers. Fees are tiered based on market mechanisms and usage volume, ranging from approximately NT$0.8 to NT$3.5 per transaction.

However, whether brokers pass these costs on to consumers through service fees is a commercial decision between brokers and users, not a direct charge from TradeNet to the public.

Customs Administration: Operators recertified every 5 years; online appointments prevent fraudulent declarations

Peng emphasized that customs network operators must undergo qualification certification by the Ministry of Finance every five years to continue providing services. He stressed that the core purpose of promoting online appointments is to verify that users genuinely intend to import and appoint agents, preventing fraudulent declarations, false reporting, and personal data abuse, while improving cross-border e-commerce customs efficiency.

Although officials have addressed the controversies, the fact that a private company operates EZ WAY continues to spark debate.

The Customs Administration recently stated that while EZ WAY is indeed built and maintained by TradeNet, data transmission and value-added services involve operational costs. Given that the online appointment system has been in place for over 10 years, the Administration will submit a special review report within three months to evaluate the feasibility of incorporating EZ WAY into government public infrastructure, with budget allocation and public management, as a key reference for future system adjustments.