The directive allows them to have access to some information when they're doing a special evaluation or assessment of a specific case. In that context they may be able to ask the transportation service provider to have access to the information if it's a case that goes to the court side of the agency, for example.
The CTA doesn't have the mandate and they don't have the right to regularly access this information on an ongoing basis, such as “just give us your accounts of complaints that you've received related to accessibility on an annual or a monthly basis.” They don't have this right. It's only part of their investigation when there is a specific complaint that is being put in place that they can ask about this information.